Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Erica Toves

Odessa

Summary

Detail-oriented team player with strong organizational skills, with the ability to handle multiple projects simultaneously with a high degree of accuracy. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking, passionate and reliable. Always ready to help team achieve company goals, seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

17
17
years of professional experience

Work History

Customer Service Cashier

L&L Hawaiian BBQ
08.2023 - 11.2023
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer service goals and exceeded customer expectations.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Processed customer orders and accurately handled payment transactions.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Counted money in drawers at beginning and end of each shift.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Answered product questions using knowledge of sales and store promotions.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Maintained awareness of surroundings and secured cash to minimize loss potential.
  • Maintained accurate records of customer transactions for reporting purposes.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Learned duties for various positions and provided backup at key times.
  • Used POS system to enter orders, process payments and issue receipts.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.

Customer Service Representative

H&r Block Tax Svc
01.2022 - 04.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Developed and updated databases to handle customer data.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained staff on operating procedures and company services.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Lead Teacher

Kidz Korral Learning Center
04.2014 - 11.2019
  • Planned and implemented different daily activities to enhance overall development and growth of every student.
  • Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students.
  • Maintained patience and level-headedness in diverse situations to support student development and personal growth.
  • Conferred with parents about student progress to boost family involvement and enhance student support.
  • Organized rooms in line with current educational thinking to maximize educational opportunities for students.
  • Designed lesson plans for teaching staff and worked closely with administration for compliance with state curricula.
  • Developed and optimized rich learning environment by capitalizing on diverse engagement strategies and enriching teaching techniques.
  • Worked one-on-one with students and student teachers to increase overall classroom success.
  • Chose optimum curriculum for each class and devised creative daily lesson plans to meet requirements and needs of different learners.
  • Guided student teachers and teaching aides in classroom management, leading by example and thoroughly answering questions.
  • Maintained detailed records of attendance, test scores and assignment grades for each student to identify trends and rectify issues.
  • Observed and recorded teacher methods to suggest improvements and increase student interest.
  • Oversaw work of teaching team to optimize student education.
  • Increased student involvement in program offerings through strategic redesign of program processes and methods.
  • Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Supported student physical, mental, and social development using classroom games and activities.
  • Incorporated multiple types of teaching strategies into classroom.
  • Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
  • Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
  • Participated in parent teacher conference to discuss developments of students and increase support.
  • Conducted evaluations to measure performance and progress of students, providing guidance for areas requiring improvement.
  • Planned and implemented integrated lessons to meet national standards.
  • Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
  • Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities.
  • Created and developed lesson plans to meet students' academic needs.
  • Helped students explore concepts with engaging, learning-focused activities.
  • Developed and implemented classroom routines to address varying student needs.
  • Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
  • Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
  • Shifted between formal and informal methods of teaching to keep students engaged.
  • Fostered student curiosity and interest through creative hands-on activities.
  • Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
  • Participated in department meetings to provide input to colleagues about student achievement and improvement.
  • Increased educational expertise and knowledge by participating in instructor-oriented workshops.
  • Scheduled conferences with parents to discuss students' progress and classroom behavior.
  • Implemented reading and writing workshops to increase student literacy and support school reading programs.

Customer Service Cashier

McDonald's Restaurant
08.2013 - 04.2014
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Met customer service goals and exceeded customer expectations.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Processed customer orders and accurately handled payment transactions.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Counted money in drawers at beginning and end of each shift.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Answered product questions using knowledge of sales and store promotions.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Redeemed coupons to discount purchases.
  • Maintained awareness of surroundings and secured cash to minimize loss potential.
  • Maintained accurate records of customer transactions for reporting purposes.
  • Utilized various software applications to process customer orders.
  • Referred to price sheets and special sale bulletins to enter price changes.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Learned duties for various positions and provided backup at key times.
  • Processed refunds and exchanges in accordance with company policy.
  • Used POS system to enter orders, process payments and issue receipts.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Set up new sales displays each week with fresh merchandise.
  • Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.

Shift Manager

McDonald's Restaurant
06.2009 - 04.2012
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Excelled in every store position and regularly backed up front-line staff.
  • Tracked receipts, employee hours, and inventory movements.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Scheduled staff to establish adequate coverage during peak business hours.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Supervised ongoing daily production phases.
  • Located and resolved problems with team production and performance to maintain consistent quality levels.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Cultivated professional working relationships with peers and supervisors.
  • Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
  • Managed staff hiring, training and supervision.
  • Kept accurate and detailed records of personnel progress and productivity.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Implemented policies and standard operating procedures for continuous improvement.
  • Created and implemented strategies for improving operational efficiency and accuracy.
  • Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
  • Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
  • Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Coordinated merchandising, promoted new products and increased brand awareness.
  • Built relationships with customers and managed accounts to drive revenue and profit.

Administrative Assistant

MLB Underwriters
03.2009 - 06.2009
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Developed strategies to streamline and improve office procedures.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Established administrative work procedures to track staff's daily tasks.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Performed research to collect and record industry data.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.

Customer Service Representative

Pizza Hut
06.2006 - 11.2007
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Created and maintained detailed database to develop promotional sales.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Implemented and developed customer service training processes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Investigated and resolved accounting, service and delivery concerns.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Managed timely and effective replacement of damaged or missing products.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Sought ways to improve processes and services provided.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

No Degree - Child Development

Midland College
Midland, TX

High School Diploma -

Marianas High School
Saipan, CNMI 96950
06.2005

Skills

  • Customer Service
  • Payment Collection
  • Merchandise Restocking
  • Cash Handling
  • Guest Services
  • Workflow Optimization
  • Invoice Processing
  • Data Entry
  • Classroom Management
  • Lesson Development
  • Account Updating
  • Paperwork Processing
  • Scheduling

Languages

English
Full Professional
Tagalog
Full Professional

Timeline

Customer Service Cashier

L&L Hawaiian BBQ
08.2023 - 11.2023

Customer Service Representative

H&r Block Tax Svc
01.2022 - 04.2023

Lead Teacher

Kidz Korral Learning Center
04.2014 - 11.2019

Customer Service Cashier

McDonald's Restaurant
08.2013 - 04.2014

Shift Manager

McDonald's Restaurant
06.2009 - 04.2012

Administrative Assistant

MLB Underwriters
03.2009 - 06.2009

Customer Service Representative

Pizza Hut
06.2006 - 11.2007

No Degree - Child Development

Midland College

High School Diploma -

Marianas High School

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Erica Toves