Customer Service Manager

Richard Toussaint

*** ** **** *** *****************@*****.*** Cell: 561-***-****

Delray Beach, FL 33445 Work:561-***-****

Dedicated customer service manager with 2+ years of experience in "big box"

retail and food service settings. Consistently achieve record-high customer

satisfaction rankings, improvements to the bottom line and turnaround of

under performing operations.

Respected builder and leader of customer-focused teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company goal

attainment. Lead by example and ensure the execution of all safety,

security, quality and store operations policies.

Areas of Expertise

Customer Service Customer Satisfaction Team building &

Management Enhancement Training

Complaint Handling & Front-End Supervision Cost-Reduction

Resolution Sales & Margin Improvement Strategies

Retail Operations Order Fulfillment

Management

Professional Experience

McDonald's Corporation - Boca Raton, FL 08/10 to Present

Shift Manager

Customer Service manager, 08/10 to present

Promoted to manager position to recruit, train and supervise 10+ customer

service reps and cashiers. Foster an environment in which guests enjoy high

levels of service and employees are motivated to deliver top performance.

Manage front-end operations to ensure friendly and efficient transactions

at checkout. Selected Contributions:

Won "Service Excellence Award" for instrumental role in driving record-high

sales increases to a 75% increase.

Manage a shift of 6 to 12 employees. Prioritize in customer satisfaction,

food quality, Waste control, cash control, shift paperwork and cash

deposit.

Elevated store's guest-satisfaction index from 86% to 92% within two years;

ensured the swift resolution of customer issues to preserve customer

loyalty while complying with company policies.

Operate within standard operating procedures (SOPs) and Job Safety Analysis

(JSAs).

Tax USA, LLC. - Delray Beach, FL 1/11 to 4/12

TAX SPECIALIST, 1/11 to 4/12

Previous Positions: TAX PREPARER, COMPLIANCE OFFICER, 1/11 to 4/12

Responsible for quarterly and annual Federal tax compliance

Selected Contributions:

This includes responsibilities for all documentation and support and

researching any relevant issues. Responsible for responding to related tax

correspondence.

Responsible for quarterly and annual Federal tax compliance.

Prepare or assist in preparing simple to complex tax returns for

individuals or small businesses.

Review financial records such as income statements and documentation of

expenditures in order to determine forms needed to prepare tax returns.

Education and Training

South Technical High School -Boynton Beach, FL 5/07

High School Diploma

Training: Completed numerous courses and seminars in customer service,

sales strategies, inventory control, loss prevention, time management,

leadership, performance assessment and food safety.

Contact this candidate