Petesa Fonoti

• Managed a high volume of inbound calls while maintaining a professional demeanour under pressure.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
• Assisted customers in navigating the company website or mobile app for self-service options when applicable.
• Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.

• Managed restocking, cleaning and organizing of customer-facing and back-end areas.
• Assisted bakers in retrieving supplies from storage areas to keep bakery operations smooth during high-volume periods.
• Minimized cross-contamination and infection risks by consistently following safe food handling procedures.
• Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
• Operated ovens, proofers, fryers, sheeters, rounders, scales and mixers for bakery
• Demonstrated adaptability, quickly learning new procedures and technologies as they were introduced into the workplace.

• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Trained employees on additional job positions to maintain coverage of roles.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.

Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.

• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Sorted and organized files, spreadsheets, and reports.