Fatima Ayoub
Condell Park,NSW
Summary
Proven leader and adept problem-solver, I significantly enhanced customer satisfaction and cafe operations at Caffeine Club Bankstown. Skilled in staff management and customer engagement, I spearheaded initiatives that boosted sales and ensured compliance with health regulations, fostering a team-oriented environment and driving positive outcomes. Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Knowledgeable in food safety and sanitation protocols. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Cafe Manager
Caffeine Club Bankstown
11.2019 - Current
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Improved customer satisfaction by implementing efficient service procedures and staff training programs
- Kept staff motivated with regular feedback sessions, recognition of achievements, and opportunities for professional .
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Cafe Manager
Yaz Cafe
05.2012 - 11.2019
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all staff.
- Responded to customer feedback with prompt and effective solutions, reinforcing commitment to customer
- Developed and led barista training programs to improve coffee quality and service speed, elevating quality.
Call Center Representative
Westpac Bank
05.2002 - 07.2008
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Year 11 -
Beverly Hills Girls High School
Beverly Hills, NSW03.1999
Skills
- Barista skills
- Customer Engagement
- Coffee Shop Operations
- Customer experience management
- Foodservice
- Employee Scheduling
- Staff Management
- Health and Safety Regulations
- Order Management
- Event preparation
- Team Leadership
- Problem-Solving
- Customer Service
- Reliable and Responsible
- POS Terminal Operation
- Money Handling
- Front of House Management
- Employee Supervision
- Scheduling Staff
- Operations Management
- Staff Supervision
- Supply Ordering and Management
- Coaching and Mentoring
- Workflow Planning
- Customer Retention
- Collaboration and Teamwork
- Recruitment and hiring
- Payroll Administration
- Recruitment
- Kitchen staff coordination
- Facilities Planning
Timeline
Cafe Manager
Caffeine Club Bankstown
11.2019 - Current
Cafe Manager
Yaz Cafe
05.2012 - 11.2019
Call Center Representative
Westpac Bank
05.2002 - 07.2008
Year 11 -
Beverly Hills Girls High School
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