KATHERINE MARQUEZ
Braybrook,VIC
Summary
Accomplished Baker and Call Center Supervisor with a proven track record at Erik's Continental Bakery and Sitel Group, respectively. Excelled in enhancing team productivity by over 30% through effective employee development and advanced problem-solving skills. Adept at fostering professional relationships and implementing quality control measures, showcasing bilingual proficiency and a goal-oriented approach.
Overview
5
5
years of professional experience
Work History
Baker
Erik's Continental Bakery
Braybrook, VIC
04.2023 - Current
- Oversaw baking and cooking training to assist new staff members in professional development.
- Mentored baking staff in proper techniques and bakery procedures.
- Created attractive dessert trays for catering events.
- Measured and weighed ingredients to prepare dough for recipes.
- Baked a variety of fresh bread and pastries (mainly Polish products) for cafes and restaurants around Melbourne.
- Monitored the color of baking items to raise or lower the temperature, or to remove them from the oven and prover.
- Collaborated with other bakers on staff to complete tasks efficiently within set deadlines.
- Rolled and kneaded dough in preparation for cutting and shaping.
- Organized store by returning merchandise to proper areas and restocked displays.
- Packaged and labeled baked goods in preparation for display.
- Adhered to company policies regarding storage, handling and preparation of food items.
- Cleaned work areas, utensils, equipment and surfaces between batches of products.
- Followed food safety guidelines while preparing all food items.
- Decorated cakes with icing, sprinkles and other edible decorations.
Call Center Supervisor
Sitel Group
Bogota D.C., Colombia
09.2020 - 01.2023
- Conducted regular performance reviews and provided constructive feedback to team members.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Implemented strategies to improve customer satisfaction levels.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Collaborated with other departments to streamline processes and improve service delivery.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
- Resolved escalated customer complaints in a timely manner.
- Maintained accurate records of all customer interactions using the company's CRM system.
- Participated in the recruitment and selection process for new team members.
- Delegated work to staff, setting priorities and goals.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Used video conferencing solutions to communicate and train personnel in remote offices.
- Performed root cause analysis to identify opportunities for improvement in operations.
- Developed and monitored key performance indicators to assess team productivity.
- Ensured compliance with company policies and regulatory requirements within the call center.
- Developed incentive programs to motivate staff and increase team performance.
Customer Service Representative
Teleperformance
Bogota D.C., Colombia
09.2019 - 06.2020
- Updated databases with new and modified customer data.
- Developed positive relationships with customers through friendly interactions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Some College (No Degree) - English-as-a-Second-Language Education
English Unlimited
Melbourne, VIC09-2023
Bachelor of Science - Petroleum Engineering
Universidad De America
Bogota D.C., Colombia09-2018
Some College (No Degree) - Project Management
Insight Academy
Melbourne, VICSkills
- Decorating skills with icing
- Bilingual (Spanish and English)
- Management
- Professional telephone manner
- Quality control
- Team collaboration
- Advanced problem solving
- Project management
- Goal oriented
- Employee development
- Policy and procedure development
References
References available upon request.
Timeline
Baker
Erik's Continental Bakery
04.2023 - Current
Call Center Supervisor
Sitel Group
09.2020 - 01.2023
Customer Service Representative
Teleperformance
09.2019 - 06.2020
Some College (No Degree) - English-as-a-Second-Language Education
English Unlimited
Bachelor of Science - Petroleum Engineering
Universidad De America
Some College (No Degree) - Project Management
Insight Academy
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