Jessica Penman
Burlington,ON
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Fortinos
02.2023 - Current
- 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.
- 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.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Safeguarded company assets, securing cash storage areas and adhering to loss prevention policies consistently.
- Supported store operations by providing accurate monetary change for cash registers at the beginning of each shift.
- Ensured timely deposits by efficiently processing cash receipts and preparing bank deposits on a regular basis.
- Input financial data and produced reports using SwedaMart
- Reduced cash discrepancies through meticulous record-keeping and thorough reconciliation of daily transactions.
Pane Fresco Cafe Manager
Fortinos
02.2021 - 02.2023
- Maintained stock and ensured optimal quality of food and beverage ordered and sold in café
- Trained new employees in managing café work
- Reviewed performance and provided counseling to personnel if required
- Monitored café on regular basis and ensured compliance to all sanitation and safety standards for guests
- Supervised cafe staff and prepared daily work schedules
- Held regular staff meetings to address concerns and provide motivation
- Create and maintain daily sales and operational reports.
- Grew cafe sales by effectively marketing business and improving customer relations strategies.
Rig Supervisor
Northern Heat Rib Series
04.2017 - 09.2020
- Caring for customers by serving food and drinks
- Preparing food items, following health and sanitation guidelines
- Advertising product by communicating with large crowds of people and interacting with prospective customers at festivals
- Responsible for counting tills, managing payroll and settling invoices for vendors.
PC Express Manager
Fortinos
12.2019 - 03.2020
- Responsible for the quality of customers groceries
- Daily responsibilities include transactions, calling customers, reading surveys to ensure every customer is happy and reflect on how our department can do better
- Hiring new staff, training employees from other departments during pandemic
- Committed to the company, putting in significant overtime hours during the initial part of pandemic.
- Assisted in training new Online Grocery Associates, sharing best practices for efficient order processing and customer service techniques.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Adhered to company policies regarding food safety, handling procedures, and sanitation guidelines throughout the entire online grocery operation.
- Cooperated closely with in-store departments to ensure seamless integration of online grocery operations within the overall store ecosystem.
- Developed professional relationships with customers to establish repeat business and increase trust.
Community Room Coordinator
Fortinos
11.2013 - 12.2019
- Responsible for preparing emails, contracts, and project outlines for community room department
- Accountable for hosting birthday parties, business meetings, private functions, fundraisers in the community
- Daily tasks include monitoring and managing reservations within community room
- Professional judgement handling customer contracts with confidential information
- Assist manager with daily duties to maintain the department.
Hospitality Student-Server/Hostess
Humber College
09.2017 - 04.2018
- Advertised Humber Room menu interacting with students and faculty on campus
- Joined the culinary students in serving customers food and drinks
- Participated in many different roles in the restaurant including manager, host, waitress, bartender, expeditor, and busser.
Key Holder
Cinema 1
03.2017 - 01.2018
- Responsible for opening and closing store
- Reorganized collections in the store monthly, organizing sales and promotions programs
- Oversaw all cash transactions, money deposits.
Education
Hospitality Event Management -
Humber College
04.2019
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Cash Handling
- Staff Training
- Employee Scheduling
- Order Management
Certification
- Smart Serve Certified
- TrainCan Basics.fst Food Handling Certificate
Languages
English
Native or Bilingual
LinkedIn profile
Timeline
Customer Service Manager
Fortinos
02.2023 - Current
Pane Fresco Cafe Manager
Fortinos
02.2021 - 02.2023
PC Express Manager
Fortinos
12.2019 - 03.2020
Hospitality Student-Server/Hostess
Humber College
09.2017 - 04.2018
Rig Supervisor
Northern Heat Rib Series
04.2017 - 09.2020
Key Holder
Cinema 1
03.2017 - 01.2018
Community Room Coordinator
Fortinos
11.2013 - 12.2019
Hospitality Event Management -
Humber College
Similar Profiles
Daniel CrooksDaniel Crooks
Part-Time/Full-Time Hot Foods/Bakery Clerk at FortinosPart-Time/Full-Time Hot Foods/Bakery Clerk at Fortinos
Nazmeen NazmeenNazmeen Nazmeen
Seafood Clerk and Pizza Clerk at FortinosSeafood Clerk and Pizza Clerk at Fortinos
Marcus GawdunMarcus Gawdun
Rotisserie Chicken Counter Clerk at FortinosRotisserie Chicken Counter Clerk at Fortinos
Manjot KalotyManjot Kaloty
Cashier at FortinosCashier at Fortinos
VITALIY YAREMCHUKVITALIY YAREMCHUK
Appliance Installer at Self EmployedAppliance Installer at Self Employed