Chelsea Ford
Christchurch,CAN
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Customer service skills knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career to the next level.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Countdown
04.2015 - Current
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Take ownership of customer issues and follow problems through to resolution.
- Actively listen to customers, handle concerns quickly.
- Identify opportunities and find solutions for continuous improvement.
- Organize and balance multiple priorities within fast-paced environment.
- Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
- Create safe work environment by complying with safety, health and security requirements.
- Investigate incidents, determining root causes and implementing corrective actions.
- Evaluate employee performance and convey constructive feedback to improve skills.
- Recruit, interview and hired employees and implement mentoring to promote positive feedback and engagement.
- Accomplish multiple tasks within established timeframes.
- Cross-train existing employees to maximize team agility and performance.
- Onboard new employees with training and new hire documentation.
- Supervise operations staff and keep employees compliant with company policies and procedures.
- Train new employees on proper protocols and customer service standards.
- Conduct incident investigations, participated in audits and collected data and information to comply with food safety.
- Process new hire paperwork and documents.
- Verify timekeeping records and handle any discrepancies with employees.
- Verify and submit timekeeping information for accurate and efficient payroll processing.
Baker & Cake Decorator
Just Desserts
04.2015 - 04.2016
- Produced consistently high-quality baked goods for customers.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Operated and maintained bakery equipment, including ovens and mixers.
- Complied with health and safety codes to protect staff and customers.
- Cleaned and maintained kitchen equipment.
- Decorated cakes, according to customer requests.
Bakery Manager
Countdown
03.2012 - 04.2015
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Enforced compliance with food safety standards with proper food storage, sanitation and labelling.
- Maintained and controlled inventory of baked goods.
- Maintained cleanliness and hygiene in bakery premises.
- Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, reaching KPI targets.
Education
NCEA Level 1 -
Cashmere High School
Christchurch, NZSkills
- Complaint Resolution
- Staffing Coordination
- Training and Mentoring
- Regulatory Compliance
- Schedule Coordination
- Administrative Support
- Deadline-Oriented
- Employee Scheduling
- Cash Handling
- Staff Management
- Customer Service
- Time Management
Additional Information
Duty Managers Licence
First Aid Certificate
Mental Health First Aid Certificate
Timeline
Customer Service Manager
Countdown
04.2015 - Current
Baker & Cake Decorator
Just Desserts
04.2015 - 04.2016
Bakery Manager
Countdown
03.2012 - 04.2015
NCEA Level 1 -
Cashmere High School
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