Sofia Kroll

I have spearheaded customer service improvements, boosting satisfaction through swift issue resolution and adept team leadership. I excel in high-pressure situations, ensuring quality control and efficient order fulfillment. My proactive approach and ability to understand customer needs significantly contributes to the continued success of the bakery.

My kitchen experience enables me to use a varied skill set,while simultaneously ensuring future orders from different suppliers are met. Working in both the kitchen and cafe continues to help me better understand and streamline business operations.

Customer Service and Kitchen Shift Lead - Maxie B's Bakery - Greensboro, NC

(2019-08)

• Ensured customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise in both customer service and kitchen.
• Regularly reviewed company processes and policies with management to ensure they were amended as needed.
• Handled customer calls and emails to answer questions about products and services.
• Evaluated status of orders and back-ordered products to coordinate efficient shipments.
• Led multiple shift changes with customer service manager to address team issues.
• Assisted with senior management with disciplinary and training issues.
• Promoted a positive work environment that encouraged open communication between team members.
• Experience using various kitchen grade equipment, 40 and 20 quart mixers.
• Well versed in making bulk quantities of icing (buttercream, cream cheese, dark chocolate, whipped cream), cookie doughs (chocolate chip, oatmeal raisin, etc), pies (cherry and pecan to name a few), quiche, gluten free and vegan items.

High School Diploma - Advanced Placement program - Western Guilford High School (2019-06)