Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Toni Claus

Festus

Summary

Dynamic customer service professional/team leader with a proven track record at H&R Block, excelling in operational efficiency and customer relationship management. Skilled in coaching and mentoring, I enhanced team performance and customer satisfaction, driving loyalty and retention. Committed to safety compliance and inventory management, I foster a collaborative work environment that empowers staff. I keep a positive attitude and pass that enthusiasm and energy along to my coworkers and team. I have 32 years experience in customer service.

Overview

28
28
years of professional experience

Work History

Team Leader

H&r Block
Barnhart
01.2019 - Current
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Ensured compliance with all safety regulations in the workplace.
  • Established clear expectations for employees, providing guidance when needed.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

Store Manager

crystal city cannabis dispensary
Crystal City
07.2023 - 10.2024
  • Established customer service standards and monitored staff compliance.
  • Created weekly work schedules for store personnel.
  • Recruited, trained and supervised new employees.
  • Resolved customer complaints in a timely manner.
  • Assessed operational efficiency of the store's departments.
  • Monitored inventory levels and placed orders to restock shelves.
  • Managed daily banking activities such as deposits and withdrawals.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Updated POS system with new products and promotional offers.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Ensured compliance with safety regulations and company policies.

Cashier/customer Service

Lowes Distribution Center
Festus
10.2021 - 07.2023
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Stocked shelves with merchandise when needed.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Answered customer inquiries regarding store policies and procedures.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Performed other duties as assigned by management.
  • Followed company security procedures for handling large sums of money.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Ensured compliance with all safety regulations within the store environment.

Cashier

webster university/sodexo
St Louis
08.2009 - 03.2019
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Stocked shelves with merchandise when needed.
  • Followed company security procedures for handling large sums of money.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Learned roles of other departments to provide coverage and keep store operational.

Restaurant Manager

Pizza Hut
Sullivan
05.1997 - 11.2008
  • Inspected dining room area regularly for cleanliness and adherence to safety standards.
  • Ordered supplies from vendors as needed while staying within budget guidelines.
  • Resolved conflicts among employees in an effective manner.
  • Collaborated with local businesses to create mutually beneficial partnerships.
  • Conducted weekly team meetings to discuss performance issues and provide feedback.
  • Resolved customer complaints in a professional manner to maintain positive relationships with guests.
  • Assisted with kitchen preparation during peak times as needed.
  • Monitored stock levels of ingredients to ensure timely delivery of fresh produce.
  • Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
  • Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
  • Established policies for cash handling procedures to maximize security measures.
  • Supervised and trained staff in customer service, food handling, and safety protocols.
  • Ensured compliance with all food safety regulations and sanitation standards.
  • Adhered to all health department regulations regarding food storage and preparation.
  • Optimized profits by controlling food, beverage and labor costs.
  • Prepared employee schedules to maintain appropriate staffing levels during peak periods.
  • Resolved and investigated complaints regarding service, food quality and accommodations.
  • Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.

Education

GED -

Hannibal High School
Hannibal, MO
06-1995

Skills

  • Team leadership and training
  • Operational efficiency and compliance
  • Inventory management and cash handling
  • Time management and motivation
  • Coaching and mentoring
  • Client service and scheduling
  • SOP adherence and prevention
  • Customer service orientation
  • Multi-line telephone operation
  • Call management
  • Office equipment proficiency
  • Transcription and dictation skills
  • Professional demeanor
  • Appointment scheduling support
  • Clerical assistance
  • Reception management

Affiliations

i love summer and spring and the outdoors, from camping, floating & swimming, to hiking, rock collecting, and mushroom hunting, also a pokemon go nerd

References

References available upon request.

Timeline

Store Manager

crystal city cannabis dispensary
07.2023 - 10.2024

Cashier/customer Service

Lowes Distribution Center
10.2021 - 07.2023

Team Leader

H&r Block
01.2019 - Current

Cashier

webster university/sodexo
08.2009 - 03.2019

Restaurant Manager

Pizza Hut
05.1997 - 11.2008

GED -

Hannibal High School

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Toni Claus