Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Phillipa Capewell

Phillipa Capewell

customer experience engineer
WOORIM,QLD

Summary

Experienced store manager and trainer successful at reducing costs, increasing productivity and maximizing customer satisfaction. Exceptional leader with strong communication and conflict resolution abilities. 10 years of progressive leadership experience.

Overview

1
1
year of professional experience

Work History

Cafe Manager

Gloria Jeans
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Handled business administration functions such as payroll, cash register counting and supply ordering.
  • Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
  • Secured daily cash by verifying totals and making nightly deposits.
  • Produced food and drink products adhering to company quality and quantity standards.
  • Exceeded customer expectations by providing welcoming environment and prompt and friendly service to people of diverse backgrounds.
  • Notified management of product and supply shortages to reduce disruption in availability.
  • Oversaw training of more than 10 team members.
  • Controlled labor hours and inventory costs through hands-on management and proactive changes.
  • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
  • Integrated service and team management strategies to boost business profits.

Restaurant Manager

Dome Cafes
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Carefully interviewed, selected, trained and supervised staff.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Led and directed team members on effective methods, operations and procedures.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Purchased adequate quantities of food, beverages, equipment and supplies.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Created fun team building activities to engage staff in up-selling to meet revenue targets.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Prepared for and executed new menu implementations.
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
  • Managed 20-person team of cooks and back of house staff
  • Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Skillfully interacted with external vendors to obtain best quality in pricing and product.
  • Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
  • Controlled purchases and inventory by negotiating prices and contracts with over 25 vendors.
  • Carefully developed lucrative annual food and beverage marketing plan and strict budget to maximize profits.
  • Achieved highest employee retention rate in region.
  • Promoted business through participation in and sponsorship of community events.

Studio Manager

Photocorp Au
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Escalated incidents to next level to remain compliant with company's standards and procedures.
  • Recruited, trained and developed high-performing and customer-focused team from scratch.
  • Verified that organization maintained open-door policy so employees could openly discuss ideas and make suggestions.
  • Implemented marketing strategies to promote studio to potential clients.
  • Handled accounting for payroll and billing.
  • Selected and maintained up to $150000 worth of studio equipment.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Effectively supervised staff of 18 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Managed overstocking, restocking and inventory control procedures during shift.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed and administered project budgets.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Carried out day-day-day duties accurately and efficiently.

Cafe Manager and Barista Trainer Food Saftey Officer

The Coffee Domain
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Handled business administration functions such as payroll, cash register counting and supply ordering.
  • Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
  • Secured daily cash by verifying totals and making nightly deposits.
  • Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
  • Fulfilled customer orders while complying with pricing, packaging, and weighing procedures.
  • Assisted customers with product selection by answering questions about food ingredients and nutritional value.
  • Monitored food temperatures to comply with safety regulations.
  • Tracked food production levels, meal counts and supply costs.
  • Reviewed and approved employee schedules and timesheets.
  • Controlled labor hours and inventory costs through hands-on management and proactive changes.
  • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Set schedules for 18 staff by planning and designating shifts and hours.
  • Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
  • Limited portion sizes and used garnishes to control food costs.
  • Trained new cafe workers in sales, customer service and safety.
  • Customized training strategies based on individual barista knowledge, experience and strengths.
  • Handled cash and processed payments accurately to avoid errors.
  • Learned new drinks and procedures first, and instructed all team members on how to properly complete each.
  • Taught proper procedures and strategies for success to new employees.
  • Elevated customer loyalty by using strong communication abilities to resolve customer problems.
  • Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
  • Developed and demonstrated skillful and creative latte art to engage customers.
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
  • Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly.

Barista

Gloria Jeans Coffee
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.

Customer Service Representative

Luxury Escapes
02.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Answered average of 40 calls, 40 emails and 2 chats per day, addressing customer inquiries, solving problems and providing product information.

Education

Certificate III - Business Management

TAFE Queensland - Bohle
Townsville, QLD

Bachalor Of Counselling - Counselling

APAC
Qld

Skills

  • Performance Monitoring and Evaluation
  • Mathematical Calculation and Reasoning
  • Focus and Follow-Through
  • Hiring and Onboarding
  • Department Oversight
  • Financial Statement Review
  • Sales Tracking
  • Problem Anticipation and Resolution
  • Records Organization and Management
  • Administrative Management
  • Supplier Monitoring
  • Originality and Creativity
  • Business Leadership
  • Sales Promotion
  • Program Optimization
  • Management Training
  • Credit Card Transaction Processing
  • Guest Experience Management
  • Policy Development and Enforcement
  • Staff Motivation and Discipline
  • Suggestive Selling
  • Process Evaluations
  • Inventory Accuracy
  • Team Recruitment
  • Staff Meetings
  • Room Inventory
  • Leading Employees
  • Customer Deliveries
  • Equipment Preparation
  • Disciplinary Action
  • Brand Loyalty
  • Managing Laborers
  • Maintaining Clean Work Areas
  • Event Preparation
  • Information Security
  • Business Forecasting
  • P&L Administration
  • Waste Management and Reduction
  • Professional Relationships
  • Payroll Administration and Timekeeping
  • Customer Relations
  • Price Structuring
  • Optimal Inventory Levels
  • Money Handling
  • Market and Competitor Research
  • Credit Terms Determination
  • Word Processing
  • Content Workflow
  • Materials Planning and Logistics
  • Inventory Tracking and Management

Timeline

Customer Service Representative

Luxury Escapes
02.2022 - Current

Cafe Manager

Gloria Jeans

Restaurant Manager

Dome Cafes

Studio Manager

Photocorp Au

Cafe Manager and Barista Trainer Food Saftey Officer

The Coffee Domain

Barista

Gloria Jeans Coffee

Certificate III - Business Management

TAFE Queensland - Bohle

Bachalor Of Counselling - Counselling

APAC

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Phillipa Capewellcustomer experience engineer