Angela Thom
10 Braeside Lane, Lower Greenwich ,NB
Summary
Dynamic Customer Service Manager with a proven track record at Sobeys, excelling in problem-solving and fostering customer loyalty. Skilled in Microsoft Office, I effectively reduced complaints and enhanced team performance through targeted training and mentorship, ensuring exceptional service delivery and operational efficiency. Committed to creating positive customer experiences and driving business success.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Sobeys
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Bakery Manager
Sobeys
- Maintained a clean and safe work environment by enforcing strict adherence to food safety guidelines and regulations.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Managed inventory and reduced waste, resulting in cost savings for the bakery.
- Provided excellent customer service by addressing concerns promptly and professionally, resulting in repeat business.
- Enforced compliance with food safety standards with proper food storage, sanitation and labeling.
- Handled staff scheduling, ensuring adequate coverage during peak times while minimizing labor costs.
- Maintained cleanliness and hygiene in bakery premises.
- Managed all baking operations professionally and handled all problems confidently.
- Maintained and controlled inventory of baked goods.
- Conducted employee training sessions on proper baking techniques, equipment usage, sanitation practices, and safety protocols.
- Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.
Deli Manager
Sobeys
- Managed supply chain functions for deli supplies, ingredients and merchandise.
- Maintained an organized workspace, facilitating efficient workflow and reduced preparation time.
- Reduced food waste by closely monitoring product freshness and implementing proper rotation practices.
- Trained, supervised and evaluated deli staff to align compliance with health and safety regulations.
Manager on Duty
Sobeys
3701 Westfield Rd. Saint John NB
09.2003 - Current
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Improved team productivity by implementing efficient scheduling and task delegation processes.
- Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
- Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
Office Manager/Office Representative
K.L.Mallory Insurance
Saint John, NB
04.1992 - 06.1997
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Office Secretary
Irving Oil Limited
Saint John, NB
10.1987 - 09.1991
- Provided excellent customer service through prompt response to inquiries, resolving issues quickly and professionally.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
No Degree - Nursing
Saint John School Nursing
Saint John, NBHigh School Diploma -
Belleisle Regional High School
Belleisle Creek, NBSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Languages
English
Full Professional
Certification
First Aid
First responders
Power Jack
Timeline
Manager on Duty
Sobeys
09.2003 - Current
Office Manager/Office Representative
K.L.Mallory Insurance
04.1992 - 06.1997
Office Secretary
Irving Oil Limited
10.1987 - 09.1991
Customer Service Manager
Sobeys
Bakery Manager
Sobeys
Deli Manager
Sobeys
No Degree - Nursing
Saint John School Nursing
High School Diploma -
Belleisle Regional High School