Irma Sosa
Customer Service representative
North Riverside,IL
Summary
Designer and decorator with the ability to personalize orders. Successful in establishing customer relationships in order to increase the likelihood of repeat business. Committed to resolving customer complaints in a professional and calm manner. who excels at multitasking and providing prompt and courteous service to all customers.Creative Cake Decorator with Highly-skilled in cake carving, icing techniques and color mixing. Maintains high-level productivity and prioritizes tasks effectively. Friendly professional dedicated to building positive rapport with customers. years of experience in the baking industry. 38 years of experience as a creative cake decorator with a proven track record of excellent customer service and satisfaction. Self motivated Cake decorating Commercial production Cake sculpting Excellent customer service skills Icing techniques Management Icings and fondant Icing preparation
Overview
40
40
years of professional experience
Work History
Customer Service Representative/Cake Decorator
marianos
Park Ridge, IL
02.2014 - Current
- Provided excellent customer service to patrons on a daily basis in a high-volume shopping center location
- Maintained a positive customer service environment
- Was able to quickly and effectively resolve guest complaints
- Was in charge of creating and maintaining inventory records
- Cakes, cupcakes, cookies, and special occasion trays were all decorated by me
- Handled customer complaints with grace and poise, resolving issues as soon as possible.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
Customer Service Representative/Cake Decorator
Reuter's Bakery
Chicago, IL
05.2009 - 02.2010
- Decorated fondant and soft-frosted style cakes on a daily basis
- Mixers, carving tools, and confectionery products were among the baking and decorating tools I used
- Used fondant icing and hardened sugar to carefully sculpt figurines, decorations, and floral designs.
Customer Service/Cake Decorator
Dinkel's Bakery
Chicago, IL
01.2007 - 09.2009
- Decorated fondant and soft-frosted style cakes on a daily basis
- Double-checked orders for accuracy while meeting tight deadlines for completing products.
- Organized supplies to ensure efficient workflow during cake decorating process.
- Mixed colors and flavors of frosting to create desired aesthetic effects on cakes.
- Applied fondant to cakes with precision and accuracy.
- Answered phone calls, put in orders and handled customer disputes or complaints.
- Met with customers to discuss needed bakery items and take orders.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Coordinated supplies, placed orders and managed stock on hand for bakery.
Cake Decorator/Manager/Customer Service Executive
marcello'father and son
Chicago, IL
09.2002 - 04.2007
- Shared my knowledge of menu items and flavors with customers, allowing them to make personal choices based on their preferences and interests
- Answered phone calls from customers with questions, cancelled orders, and order conflicts
- Provided excellent customer service to patrons on a daily basis in a high-volume shopping center location
- Used sales techniques such as suggestive selling and others.
- Troubleshot any issues that arose during the cake decorating process.
- Assisted customers in selecting appropriate cake designs for their events.
- Incorporated creative elements into cake designs as requested by clients.
- Sculpted 3D figurines out of fondant for use on specialty cakes.
- Decorated cakes for special occasions, showers, birthdays and christenings.
- Provided guidance to other team members regarding proper cake decorating techniques.
- Applied creative techniques to design beautiful, memorable wedding cakes.
Customer Service/Customer Service Representative/Cake Decorator
swedish bakery
Chicago, IL
07.1998 - 11.2002
- Used fondant icing and hardened sugar to carefully sculpt figurines, decorations, and floral designs
- Cakes, cupcakes, cookies, and special occasion trays were all decorated by me.
- Decorated cakes with a variety of edible decorations including sugar flowers, chocolate figures, and marzipan fruits.
- Troubleshot any issues that arose during the cake decorating process.
- Assisted customers in selecting appropriate cake designs for their events.
- Monitored inventory levels of baking supplies and alerted management when restocking was necessary.
- Measured ingredients accurately according to recipes used in the bakery.
- Frosted finished cakes evenly and smoothly using various techniques.
- Met with customers to discuss needed bakery items and take orders.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Reviewed expiration dates on items and removed expired products from stock to maintain quality.
- Adhered to safety protocols to minimize mishaps and accidents with baking equipment.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
High School Diploma -
Lakeview
Chicago, IL06-1985
Skills
- Problem-solving abilities
- Building rapport
- Critical Thinking
- Excellent customer service skills
- Follow-up skills
- Retail sales customer service
- Complaint resolution
- Scheduling
- Product Sales
- Reading Comprehension
- High-energy attitude
- Professional telephone demeanor
- Conflict Mediation
- Adaptive team player
- Computer Proficiency
- Active Listening
- Inbound and Outbound Calling
Additional Information
The Chicago Tribune wrote a story about my life.... How I got started as a cake decorator self-taught and with perseverance.
Timeline
Customer Service Representative/Cake Decorator
marianos
02.2014 - Current
Customer Service Representative/Cake Decorator
Reuter's Bakery
05.2009 - 02.2010
Customer Service/Cake Decorator
Dinkel's Bakery
01.2007 - 09.2009
Cake Decorator/Manager/Customer Service Executive
marcello'father and son
09.2002 - 04.2007
Customer Service/Customer Service Representative/Cake Decorator
swedish bakery
07.1998 - 11.2002
High School Diploma -
Lakeview
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