Samiah Umer
Kalgoorlie,WA
Summary
Customer-focused and results-driven professional with extensive experience in managing daily store operations, training and leading teams, and delivering exceptional customer service. Skilled in barista training, cash management, order processing, and catering services, with a strong interest in culinary presentation and social media marketing. Adept at creating engaging content, promoting specials, and building customer loyalty by understanding preferences and providing personalized service. Collaborative and proactive, with a track record of improving processes, guiding team members, and driving business growth.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Cafe 312 Kalgoorlie
03.2018 - Current
- Managed daily store operations and ensured smooth workflow
- Resolved customer issues, including escalated concerns online via social media
- Trained new and junior staff on service, barista skills, and daily routines
- Transferred knowledge and experience to team members to improve skills and help grow the business
- Oversaw opening, closing, and shift responsibilities for the team
- Handled cash, monitored transactions, and balanced registers
- Took and prepared customer orders accurately and efficiently
- Ordered supplies and coordinated with vendors to maintain stock
- Introduced and plated new menu items and specials, using cookery skills
- Created content for social media, including photos and videos, to promote specials and attract customers
- Promoted and managed catering services during and after hours, offering diverse cuisines to attract local customers
- Took notice of regular customers’ preferences, needs, and allergies to provide personalized service
- Worked with other departments to improve processes and overall service quality
Customer Service Manager
Just A Little Cafe
04.2021 - 02.2025
- Managed daily customer service operations and ensured smooth workflow
- Resolved customer complaints and escalated issues promptly
- Trained new and junior staff on barista skills, customer service, and daily tasks
- Guided team members on opening, closing, and shift responsibilities
- Handled cash, balanced registers, and monitored daily transactions
- Processed customer orders accurately and efficiently
- Ordered supplies and coordinated with vendors to maintain stock
- Introduced and plated new menu items and specials
- Created and managed social media content and marketing campaigns
- Coached team members to improve skills, confidence, and customer focus
- Collaborated with other departments to streamline operations and improve service quality
Customer Care Representative (Full Time)
Mobilink Pakistan
03.2011 - 09.2011
- Company Overview: Telecom Company
- Manage large amounts of incoming calls.
- Generate sales leads.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Meet personal/customer service team sales targets and call handling quotas.
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.
Education
Cert IV - Human Resource
Business Technology Institute of Australia
06.2016
Diploma - Business and Management
Business Technology Institute of Australia
10.2015
Cert IV - EAL and Business
Business Technology Institute of Australia
09-2012
Bs Engineering - Telecommunication
University of Management & Technology
08.2010
Intermediate - Fsc.
Federal Board of Intermediate and Secondary Education
04.2003
Matriculation - Science
Federal Board of Intermediate and Secondary Education
05.2000
Non-Certified Beautician - Beauty Therapy
Rana Beauty Salon
Jeddah, Saudia Arabia03-1999
Skills
- Customer service
- Continuous improvement
- Cash Handling
- Staff training (front & kitchen staff training)
- Barista Skills (Proficient in multitasking)
- Chef Skills/ Social Media Management & Marketing
- Call centre operations/Customer Focused
- Makeup, Organic Facial Massage techniques
- Henna Tattoo Arist
LANGUAGES
Urdu & English
Timeline
Customer Service Manager
Just A Little Cafe
04.2021 - 02.2025
Customer Service Manager
Cafe 312 Kalgoorlie
03.2018 - Current
Customer Care Representative (Full Time)
Mobilink Pakistan
03.2011 - 09.2011
Diploma - Business and Management
Business Technology Institute of Australia
Intermediate - Fsc.
Federal Board of Intermediate and Secondary Education
Matriculation - Science
Federal Board of Intermediate and Secondary Education
Cert IV - Human Resource
Business Technology Institute of Australia
Cert IV - EAL and Business
Business Technology Institute of Australia
Bs Engineering - Telecommunication
University of Management & Technology
Non-Certified Beautician - Beauty Therapy
Rana Beauty Salon
OTHER SOCIAL ACTIVITIES
- Music, Travelling, Cooking
- Member of Avon cosmetics Saudi Arabia 1999
- Diploma In boutique and fashion designing 2001
Best Customer Service award by KBCCIA
Got best Customer Service award from KBCCIA
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