Kenny Toussaint
South Boston,MA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Care Account Operations Advisor
Toast Inc
05.2024 - Current
- Facilitated the transition in ownership and establishment of a new legal entity for restaurant clients, ensuring compliance with regulatory standards, while providing detailed guidance throughout the process to minimize service disruption.
- Collaborated with cross-functional teams to develop innovative solutions addressing complex challenges.
- Gathered, organized and input information into digital database.
Customer Care Advisor 1
Toast Inc
10.2022 - 05.2024
- Managed daily customer interactions via phone and email, leveraging CRM software to resolve service issues efficiently
- Updated customer subscriptions and ensured data accuracy by managing over 30 Salesforce cases per day, a metric that exceeded the company average
- Billing and Payment Inquiries completed within 24 hours of receiving the complaint
- Maintained customer service satisfaction by addressing and resolving customer concerns, providing exceptional customer service, ensuring satisfaction, and maintaining a positive attitude
- Streamlined customer service processes by creating standardized procedures and templates for customer service and Departmental process projects
- Processed changes in ownership, legal entities, and bank accounts, using Salesforce to ensure seamless transitions and accurate records
Customer Care Expert
Toast
06.2022 - 10.2022
- Processed and resolved customer complaints and escalated customer issues to the appropriate staff for further investigation
- Resolve escalated customer issues through effective communication, research, and troubleshooting
- Confirm bank deposits, analyze and explain sales data, provide general customer support, and answer questions about products and services
- Successfully closed 2,000 customer service cases each month, achieving 97% positive customer satisfaction rate
Customer Care Specialist
Toast
08.2021 - 06.2022
- Provided phone support to consumers, answering questions and resolving their concerns regarding products and services, including technical support
- Submitted tickets through Customer Relationship Management (CRM) system at a rate of 15-20 per day, to track customer's requests and inquiries
- Increased customer satisfaction rates by 17%, with an average response time to queries at 30 minutes
Closing Kitchen Lead
Earls Kitchen + Bar
09.2020 - 04.2021
- Streamlined end-of-day operations for a high-volume restaurant, including inventory management and cleaning procedures
- Lead the overnight kitchen operations of a high-volume restaurant, managing a team to deliver quality meals per night, while ensuring compliance with food safety standards
- Managing the kitchen's back-of-house staff, including line cooks, and dishwashers, before, during, and after meal service
Kitchen Expeditor
Earls Kitchen + Bar
10.2018 - 04.2021
- Checking that orders have been made correctly
- Cleaning up plates by wiping the rim
- Communicating customer complaints or modifications back to the cooks
- Keeping the area clean and up to health department standards
- Assisting staff with prepping dishes or running food to tables
Line Cook
Patina Restaurant Group
11.2019 - 03.2020
- Prepared high-quality dishes from recipes according to standards within specified timelines and served customers efficiently while adhering to all safety and sanitation regulations
- Met food production expectations and reduced food waste by 25% while maintaining consistency in food presentation, quality, and flavor
- Ensure cleanliness of kitchen areas and equipment and implemented proper storage of food and supplies
Assistant Manager
Village Pizza
09.2016 - 05.2018
- Team leader of 10 employees, successfully trained and developed a team
- Managed a team of to employees, delegating tasks, providing guidance, and coaching, resulting in an increase in productivity by 10% and a decrease in team-wide absenteeism by 8%
- Trained and developed team members on relevant rules, regulations, and workflows to ensure proper understanding and adherence
Loss Prevention Specialist
Macy's
11.2014 - 09.2015
- Utilized CCTV, POS systems and other security tools to conduct investigations, reduce crimes and develop techniques to reduce theft
- Successfully identified and resolved incidents of shoplifting, shrinkage, and supply chain activities, resulting in a 10% reduction in stock losses and improved compliance with standards
Education
Associate's degree - Hospitality Administration/Management
Bunkerhill Community College
Boston, Massachusetts01.2020
Timeline
Care Account Operations Advisor
Toast Inc
05.2024 - Current
Customer Care Advisor 1
Toast Inc
10.2022 - 05.2024
Customer Care Expert
Toast
06.2022 - 10.2022
Customer Care Specialist
Toast
08.2021 - 06.2022
Closing Kitchen Lead
Earls Kitchen + Bar
09.2020 - 04.2021
Line Cook
Patina Restaurant Group
11.2019 - 03.2020
Kitchen Expeditor
Earls Kitchen + Bar
10.2018 - 04.2021
Assistant Manager
Village Pizza
09.2016 - 05.2018
Loss Prevention Specialist
Macy's
11.2014 - 09.2015
Associate's degree - Hospitality Administration/Management
Bunkerhill Community College
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