Ian Tozer
Milwaukee,WI
Summary
Dedicated professional with extensive experience in customer service and restaurant management. Skilled in training staff and resolving customer issues effectively. Focused on fostering positive relationships and enhancing guest experiences to drive loyalty and satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager
Culver's Restaurant
Milwaukee, WI
02.2024 - 04.2026
- Managed daily restaurant operations to ensure smooth workflow and customer satisfaction.
- Trained and supervised staff on food preparation and customer service standards.
- Implemented health and safety protocols to maintain kitchen cleanliness and compliance.
- Coordinated inventory management to maintain stock levels and reduce waste.
- Resolved customer complaints to improve dining experiences and foster loyalty.
- Monitored staff performance and provided feedback to address issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
Customer Service Representative
Spectrum/Charter Communications
Milwaukee, Wisconsin
12.2022 - 09.2023
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and processed refunds to resolve customers' service or billing complaints, ensuring satisfaction.
- Provided discount options to retain customers during service interactions, enhancing customer loyalty.
- Promoted available products and services to customers during service, account management and order calls.
- Identified and presented upselling opportunities based on customer needs, contributing to increased sales.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
T-Mobile
Tampa, Florida
12.2020 - 09.2023
- Engaged with customers through phone and in-person interactions to provide product/service information, process orders, handle account changes and address complaints.
- Handled escalated customer complaints professionally and efficiently.
- Maintained detailed records of customer interactions and transactions to enhance service delivery.
- Built strong relationships with customers through personalized assistance and support, fostering loyalty.
- Delivered exceptional customer service that contributed to high levels of customer satisfaction.
Server
Top Golf
Tampa, Florida
01.2017 - 10.2020
- Delivered exceptional customer service, fostering memorable guest experiences.
- Delivered food and beverages promptly to maintain guest satisfaction.
- Managed cash handling and processed payments accurately.
- Resolved guest inquiries and issues, contributing to overall satisfaction.
- Demonstrated enthusiasm and knowledge of menu, guiding guests in their selections.
- Set up tables in between patrons to reduce wait times.
Restaurant Manager
Noodles & Company
Madison, Wisconsin
06.2014 - 12.2016
- Managed daily restaurant operations to ensure efficiency and quality service.
- Trained and supervised staff to maintain high performance standards.
- Developed schedules to optimize labor costs and meet customer demand.
- Implemented inventory control measures to reduce waste and improve supply management.
- Resolved customer complaints promptly to enhance guest satisfaction.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Adhered to all health department regulations regarding food storage and preparation.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
Education
High School Diploma -
Homestead High School
Mequon, WI05-2003
Skills
- Management
- Leadership
- Problem Solving
- Communication
- Conflict resolution
- Relationship Building
- Customer Service
- Adaptability
Certification
- Serve Safe Training/ Milwaukee Wi -2023
- Customer Service Training Workshop/ Spectrum Communications Milwaukee WI -2022
- Tech Expert Training / T-Mobile Tampa Fl -2020
- Restaurant Management Training/ Noodles & Company Madison WI -2014
Affiliations
- Microsoft Office
Word, Excel, PowerPoint, Outlook - Software Systems
Samson, Atlas, CSG, Kronos, Micros, Aloha, Square - Social Media
Proficient in Instagram, Facebook and TicTok
Timeline
Manager
Culver's Restaurant
02.2024 - 04.2026
Customer Service Representative
Spectrum/Charter Communications
12.2022 - 09.2023
Customer Service Representative
T-Mobile
12.2020 - 09.2023
Server
Top Golf
01.2017 - 10.2020
Restaurant Manager
Noodles & Company
06.2014 - 12.2016
High School Diploma -
Homestead High School