Customer Service Manager

Yatin Pema

West Chester, Ohio *****

Motivated professional seeking to leverage over two decades of experience in customer service, operations management, and team leadership to contribute to the success of a dynamic and growth-oriented organization.

Work Experience

IKEA,

Food Service Manager – 2021-Present

• Deliver exceptional customer service by efficiently processing orders and handling payments in alignment with IKEA’s cash handling policies.

• Build and maintain strong customer relationships, creating a welcoming environment and driving repeat business.

• Prepare and serve food items according to the IKEA Food concept, ensuring adherence to food safety, hygiene, and sustainability standards.

• Perform routine maintenance and cleaning of kitchen equipment to ensure operational efficiency and food safety compliance.

• Maintain clean and organized dining and children’s play areas, upholding a safe and pleasant customer environment.

• Support the Swedish Food Market by managing merchandising, pricing accuracy, stock rotation (FIFO), and sample station hygiene.

• Monitor and update food pricing across digital menus, boards, and shelf labels to ensure consistent and timely communication.

• Conduct inventory checks, receive goods, and ensure proper storage and rotation in compliance with IKEA Food policies.

• Collaborate with team members to create a culture that reflects IKEA values, embracing diversity and inclusion across both staff and customers. The Dry Cleaning Shop

Owner 1998 – 2021

• Founded and successfully operated a full-service dry-cleaning and garment care business for 23 years, building a strong local brand recognized for quality, reliability, and outstanding customer service.

• Oversaw all aspects of daily operations including customer service, workflow optimization, equipment maintenance, and quality assurance.

• Recruited, trained, and managed staff, fostering a high-performance, customer-focused culture that emphasized accountability and teamwork.

• Handled full-cycle accounting functions including budgeting, payroll processing, vendor management, accounts receivable/payable, and tax filings.

• Led strategic marketing efforts include local advertising, community partnerships, referral programs, and promotions to drive customer acquisition and retention.

• Managed inventory procurement and vendor relations for cleaning supplies, equipment, and uniforms, ensuring operational efficiency and cost control.

• Implemented process improvements and technology upgrades (POS systems, scheduling tools) that improved service speed and customer satisfaction.

• Maintained compliance with health, environmental, and safety regulations related to dry- cleaning chemicals and waste management.

• Developed loyal client relationships through personalized service, quality assurance, and consistent follow-up, contributing to a high rate of repeat and long-term customers.

• Successfully navigated the business through economic fluctuations, demonstrating agility, resilience, and sound financial management. Delta Air Lines

Customer Service & Operations Agent

1988 – 1998

• Delivered exceptional pre-flight customer service, ensuring a smooth and efficient boarding experience for domestic and international travelers.

• Verified passenger information, processed check-ins, and facilitated seat assignments in alignment with airline policies and security regulations.

• Resolved customer concerns and travel disruptions with professionalism and empathy, maintaining Delta’s reputation for outstanding service.

• Coordinated with ground crew, gate agents, and flight attendants to ensure seamless communication and adherence to flight schedules.

• Prepared boarding areas and managed gate procedures, including flight announcements, priority boarding, and last-minute ticket adjustments.

• Maintained compliance with FAA and TSA regulations, while delivering high levels of operational accuracy and passenger satisfaction.

• Recognized for contributing to a positive travel experience and fostering loyalty among frequent flyers and business travelers.

EDUCATION

University of Cincinnati

1988 Graduate

Associate degree, Business Administration Cincinnati, OH. 45221 Milford High School

1984 Graduate

Milford, OH. 45150

Contact this candidate