Tony Degubaton

Assisted customers with product questions, order concerns, and service issues, providing clear and accurate
information to resolve problems efficiently.
Provided effective leadership supervision and mentorship to team members, offering guidance and feedback.
Prepared beverages efficiently in a fast-paced environment while following standard recipes and hygiene
guidelines.
Managed inventory and other supplies to maintain optimal stock levels.
Assisted in preparing and managing staff schedules to ensure adequate coverage during busy hours.
Trained new staff members, collaborated on ideas for good customer service, procedures, and development.
Follow health and safety protocols, Store presentation, and Sales floor.

• Managed 60-80 customer interactions daily across multiple channels — logging every case in CRM immediately,
following up with the operations team, and never closing a request until the customer was fully satisfied.
• Achieved a 95% first-contact resolution rate and 4.8/5 CSAT by atending to complaints and concerns immediately
— resolving issues with empathy and always going the extra mile to turn a frustrated customer into a loyal one.
• Tracked recurring complaints and regional issues — identifying paterns, escalating repeated concerns, and
preparing monthly reports that gave management clear, actionable insight into customer satisfaction trends.
• Made outbound calls to follow up on unresolved inquiries and conduct customer satisfaction surveys — recording
feedback and suggestions to support continuous service improvement.
• Ensured smooth SLA-compliant handovers to the next CSR — maintaining detailed case notes and next steps so
no customer was ever left without a follow-through.

Customer Service: Ensure exceptional customer experience, handling complaints and feedback.
Manage cash transactions, operate the point of sale system, and handle payments.
Developed high-quality beverages, maintaining consistency and excellence.
Maintained up-to-date knowledge of menu offerings to provide accurate information and recommendations.
Monitored inventory levels and restocked supplies to ensure smooth daily operations.
Maintain a clean and organized workspace, adhering to health and safety standards.

• Handled inbound and outbound customer communications across all channels in English and Arabic — resolving
complaints, answering inquiries, and following up until every interaction ended positively.
• Built sustainable customer relationships by going the extra mile — personalizing service, remembering
preferences, and making every customer feel valued enough to return.
• Maintained accurate CRM-equivalent records of all interactions and complaints — supporting operations with
clean, reliable data and timely end-of-day reporting.
• Responded to queries across all communication channels throughout the day — ensuring no inquiry went
unanswered and all requests were resolved within expected timelines.