Destiny Feliciano
Dallas,TX
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Daydreamcakes
Owner
Dallas, TX
11.2017 - Current
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
Head baker/production
Nothing bundt cakes
Richardson, TX
09.2022 - 11.2023
- Direct and supervise the production staffs activities to make sure that products are up to standards
- Rep baking ingredients
- Manage needed supplies and inventory levels
- Bake all cakes for the week and future orders
- Maintain a clean work space
- Managing par levels daily
- Increased customer satisfaction by consistently delivering high-quality baked goods and maintaining a clean, organized work environment.
- Maintained detailed records of production outputs daily, allowing for proactive adjustments as needed to meet demand fluctuations swiftly.
- Provided exceptional leadership to a team of bakers, fostering open communication and professional development opportunities.
- Collaborated closely with other department heads to align cross-functional goals and strategies for company-wide success.
- Conducted thorough quality control checks on all products before sale, ensuring compliance with food safety standards and customer expectations.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
- Assisted in designing visually appealing displays to showcase products effectively, attracting more customers to the bakery.
- Enhanced bakery productivity by streamlining baking processes and implementing efficient time management techniques.
- Collaborated with the sales team to promote seasonal products, driving increased revenue during peak periods.
- Mentored junior bakers in developing their skills through hands-on training sessions and constructive feedback.
cashier/ baker
Vals cheesecake
Dallas, TX
09.2020 - 07.2022
- Cashier, In charge of all tender transactions
- Maintaining a clean work space at all times
- Frosting, boxing, prepping all treats
- Combine measured ingredients in mixers and blenders
- Closing and opening store front
- Issue receipts, refunds, change or tickets
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
Customer Service Representative
PFSweb
Dallas, TX
03.2018 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
shift lead
Sprinkles Dallas
Dallas, TX
11.2019 - 08.2020
- Open and close shifts
- Handling customer complaints, ensure customer satisfaction
- Supervising employees, assign duties, ensure shift runs smoothly
- Leading, scheduling, Train new employees
- Filled inventory, Adhering to company policies and health, safety employment standards
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Kept employees operating productively and working on task to meet business and customer needs.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Helped store management meet standards of service and quality in daily operations.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Responded to and resolved customer questions and concerns.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Enforced company policies and regulations with employees.
- Implemented quality control measures to ensure consistency in product offerings across shifts at the establishment.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
- Improved team efficiency by implementing new scheduling and task management strategies.
- Streamlined inventory management processes to reduce waste and increase profitability.
- Developed creative solutions to operational challenges while balancing budgetary constraints against desired outcomes.
- Managed staff schedules effectively, resulting in reduced overtime costs without sacrificing customer experience or employee satisfaction.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Completed daily financial activities and prepared weekly reports for management to inform decision-making.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Frequently inspected production area to verify proper equipment operation.
Customer Service Representative
Tower Watson
Richardson, TX
01.2017 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
high school diploma -
Irving high school
Irving, TX06.2015
Skills
- Active listening
- Time management
- Baking
- Cake decorating
- Problem solving
- Leadership
- Creativity
- Adaptability
- Fast learner
- Communication
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
- Multitasking Abilities
- Computer Skills
- Excellent Communication
- Organizational Skills
- Calm Under Pressure
- Active Listening
- Problem Resolution
Certification
- TABC
- Food Handlers Certificate
Timeline
Head baker/production
Nothing bundt cakes
09.2022 - 11.2023
cashier/ baker
Vals cheesecake
09.2020 - 07.2022
shift lead
Sprinkles Dallas
11.2019 - 08.2020
Customer Service Representative
PFSweb
03.2018 - 09.2021
Daydreamcakes
Owner
11.2017 - Current
Customer Service Representative
Tower Watson
01.2017 - 02.2018
high school diploma -
Irving high school