Summary
Overview
Work History
Education
Skills
Timeline
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Rachael Bell

Mango Hill,QLD

Summary

Proven leader in customer service and restaurant management, I excelled at PFD Food Services by elevating customer satisfaction and streamlining operations. Skilled in CRM software and team coaching, I boosted service quality and efficiency. My strategic approach to staff development and client relations significantly enhanced loyalty and operational outcomes, achieving notable satisfaction improvements. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.

Overview

13
13
years of professional experience

Work History

Customer Service Representative Supervisor

PFD Food Services
02.2020 - Current
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
  • Measured and improved customer satisfaction through feedback surveys and analysis.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Assessed customer service data to identify and address improvement opportunities.
  • Balanced competing demands from customers while ensuring staff workload was manageable thereby reducing burnout.
  • Streamlined workflow for faster response times through regular team training sessions.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.
  • Assisted in the recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
  • Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
  • Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
  • Completed bi-weekly payroll for 20 employees.

Restaurant Manager/Head Chef

Pappis Cafe
10.2013 - 02.2020
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both 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.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
  • Improved overall customer satisfaction by implementing new service standards and staff training programs.
  • Assisted in development and implementation of new menus to offer variety and options to customers.
  • Coordinated catering services for private events, delivering memorable experiences while maximizing profits.
  • Established strong relationships with local suppliers to secure competitive pricing on quality ingredients without sacrificing taste or presentation.
  • Implemented cost-saving measures through streamlined processes, efficient scheduling, and strategic vendor negotiations.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Motivated staff to perform at peak efficiency and quality.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Conducted daily checks of refrigerators and freezers to verify proper food storage, container labeling, and surface cleaning.
  • Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals.
  • Managed food costs effectively with careful menu planning, accurate portion control, and utilization of seasonal ingredients.
  • Handled and stored food to eliminate illness and prevent cross-contamination.
  • Created recipes and prepared advanced dishes.
  • Planned promotional menu additions based on seasonal pricing and product availability.
  • Tracked daily sales transactions and invoices for accurate and updated financial reporting.
  • Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
  • Monitored inventory of supplies and purchased orders to maintain adequate stock levels.

Restaurant Supervisor

Miccolinis
10.2011 - 11.2013
  • Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
  • Improved customer satisfaction by ensuring consistent quality of food and service.
  • Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
  • Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
  • Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
  • Boosted customer satisfaction and service delivery to strengthen customer loyalty.
  • Increased repeat business through excellent customer service, maintaining strong relationships with patrons.
  • Collaborated with kitchen staff to develop new menu items that boosted sales revenue.
  • Reduced employee turnover by fostering a positive work culture and addressing staff concerns promptly.
  • Enhanced kitchen efficiency by streamlining prep processes and optimizing ingredient usage.
  • Adapted cooking methods to accommodate special dietary requests without compromising dish integrity or taste.
  • Reduced food waste by implementing proper portion control techniques and monitoring inventory levels.
  • Upheld strict food safety guidelines to minimize the risk of contamination or illness resulting from improper handling practices.
  • Maintained impressive 100% accuracy of financial transactions, overseeing error-free processing of cash, check and credit card transactions.

Education

Certificate III - Hospitality

TAFE Queensland
Online
05.2016

Skills

  • Call center experience
  • Product Knowledge
  • Team coaching
  • Data Entry
  • Inbound and outbound calls
  • CRM Software
  • Inside sales
  • Skill Development
  • Production goal setting
  • Staff Monitoring
  • Outside Sales
  • Handling Complaints
  • Employee Supervision
  • Staff Development and Training
  • Credit and collections
  • Microsoft Office

Timeline

Customer Service Representative Supervisor

PFD Food Services
02.2020 - Current

Restaurant Manager/Head Chef

Pappis Cafe
10.2013 - 02.2020

Restaurant Supervisor

Miccolinis
10.2011 - 11.2013

Certificate III - Hospitality

TAFE Queensland

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Rachael Bell