Toney Whittaker
Cheviot,OH
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Escalations Specialist 5
Citibank
02.2016 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Operating Manager
Saucy Tee's
04.2022 - Current
- Directed daily operations, managing resources efficiently to achieve desired outcomes consistently.
- Managed payroll, daily deposits, and cost controls.
- Maintained positive relationships with local community and government officials.
- Planned and executed strategies to increase customer loyalty and retention.
- Created annual budgets to support strategic planning and resource allocation decisions.
Education
Bachelor of Science - Elementary Education
Grambling
Grambling, LA05-2006
Skills
- Customer service
- Problem-solving
- Employee relations and conflict resolution
- Team leadership
- Decision-making
- Maintaining compliance
- Client relationships
- MS office
- Business development
Timeline
Operating Manager
Saucy Tee's
04.2022 - Current
Escalations Specialist 5
Citibank
02.2016 - Current
Bachelor of Science - Elementary Education
Grambling
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