Customer Service Manager

Cynthia Rae Tomai

*** ******** ****** *: 305-***-****

Key West, FL 33040 ************@*****.***

SUMMARY

An accomplished, results-driven manager, providing solutions for high-

profile employers. A Customer Service Professional with over eighteen years

experience in the Managerial and Supervisory environment. Demonstrates

ability to learn quickly. Serves as a solid contributor to the lasting

success of any enterprise.

( Exceptional Customer Service ( Aloha, Dataworks and

Microsoft Office

( Task Oriented ( Special

Projects Manager

EXPERIENCE

GUY HARVEY'S ISLAND GRILL/SHOP Key

West, FL

Assistant Restaurant General Manager/ Retail Store Manager/ Key Holder

2010-2011

. Managed all Front Of House and Back Of House Operations; table

touches, customer relationship,

. Ensured food consistency/quality/presentation

. Managed Scheduling of employee

. Managed all opening and closing procedures, Transmittals, Invoices,

Reconciliation of revenue and expenses, and Cash Control

. Hired and counseled staff, and provided positive reinforcement

. Continuously communicated and monitored Retail, Restaurant and Kitchen

Staff and Management

STARBUCKS COFFEE COMPANY

Miami, FL

Assistant Store Manager/Acting Store Manager

2006-2008

. Responsible for all aspects of operations at three different Starbucks

locations in Florida, one of which was the highest grossing store in

the Southern Region

. Focused on customer and employee retention and relationships

. Trained new and current employees on the Starbucks techniques and

philosophies

. Scheduled and Maintained store budget, P&L and cash control

. Provided second to none customer service to Starbucks clientele

THE CONTAINER STORE

Miami, FL

Floor Sales Personnel/Floor Supervisor

2005-2006

. Served as point of contact for customers seeking to purchase made-to-

order shelving and home storage needs

. Resolved customer complaints/disputes by taking a proactive stance

. Responsible for the maintenance of stock levels, loss prevention,

customer retention, and custom designing of one-of-a-kind space

shelving

Cynthia Rae Tomai, 2

LOEWS CINEPLEX North

Versailles, PA

Kitchen Manager/Projectionist/Manager

1999-2000

. Responsible for area's first 12 screen movie theater,

. Initially started as a cook

. Managed Inventory, training of staff, schedules, cash control,

customer service, employee retention and splicing of new incoming

movies

. Handled all customer and employee related issues

PAYCO-AMERICAN GENERAL CREDITS, INC.

Pittsburgh, PA

Data Analysis/Human Resources

1994-1997

. Responsible for collection and analysis of all call center statistical

data on an hourly/daily/weekly/monthly basis and provided Key

Performance Indicators for management

. Designed appropriate spreadsheets and presentations

Account Collections

1993-1995

. One of six members selected to pilot the Collections team to handle

delinquent residential/commercial utility accounts

. Consistently handled call queues daily and assisted customers in

resolving issues to prevent disconnection of services and regain

satisfactory account status

. Met or exceeded commission goals consistently

. Designed employee training program complete with Landlord/Tenant Law

provisions and was Head Trainer for Human Resources

Customer service

1992-1993

. Provided superior customer service for one of Pennsylvania's largest

Utility companies

. Handled disconnections, connections, payment arrangements for current

accounts, and general information questions

. Maintained or exceeded all daily call quota goals and consistently and

efficiently handled all call center overflow

EDUCATION / TRAINING

High School Diploma: North Versailles, PA

COMPUTER SKILLS

. Microsoft Applications (Word, Excel, Outlook and Access)

. Open Office Suite, Mozilla Thunderbird and various Internet Browsers.

. Linux

. Various Restaurant/Retail software for scheduling and budgeting

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