Toni Anderson
McDonald,TN
Summary
Dynamic customer service professional with extensive experience at Simplified Outsource Solutions, adept at conflict resolution and relationship building. Proven ability to enhance customer satisfaction through active listening and effective complaint handling, resulting in increased loyalty. Proficient in POS systems and Microsoft Office Suite, ensuring efficient operations and exceptional service delivery.
Overview
17
17
years of professional experience
Work History
Customer Service Rep/call Center Agent
Simplified Outsource Solutions Tea SD
Cleveland, TN
03.2023 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Server
Cracker Barrel Old County Store
Ooltewah, TN
04.2019 - 03.2024
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
Server
Western Sizzlin
Ooltewah, TN
06.2017 - 04.2019
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Server
Shoney's Restaurant
Gadsden, AL
05.2015 - 06.2017
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Maximized table turnover rate by managing reservations and seating arrangements.
Server
Logan's Roadhouse
Gadsden, AL
03.2012 - 05.2015
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Ensured customer satisfaction with detailed attention to special dietary needs and preferences.
- Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
- Coordinated with kitchen staff to ensure order accuracy and timely preparation of dishes.
- Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
- Improved dining experience by providing prompt, attentive service to guests.
- Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Server
Dennys Restaurant
Cleveland, TN
09.2011 - 03.2012
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Processed orders and sent to kitchen employees for preparation.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Inspected dishes and utensils for cleanliness.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Crew Member
McDonald's
Cleveland, TN
03.2011 - 10.2011
- Contributed to inventory management by monitoring stock
- Adapted to diverse customer needs, providing personalized service that increased guest satisfaction.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
Private Sitter
Greg England
Gadsden, AL
11.2010 - 03.2011
- Assisted disabled clients to support independence and well-being.
- Monitored progress and documented patient health status changes to keep care team updated.
- Monitored medications for interactions and need for change to manage health conditions.
- Took initiative to investigate anomalies in behavior or physical condition and advocated for further evaluation by skilled professionals.
- Maintained patient's home environment to keep safe, clean and familiar.
- Engaged patient in appropriate stimulation activities and physical activity.
- Evaluated patient behavior and condition and reported new or unusual issues to doctor and family members.
- Provided exceptional physical care to go beyond simple bathing to manicures, hair sets and light massage.
- Pursued new techniques and trends for working with dementia patients to provide mental stimulation.
- Implemented personalized care plans under the guidance of healthcare professionals to enhance client satisfaction and overall quality of life.
Care Assistant Tech
Bradley HealthCARE & Rehab Center
Cleveland, TN
09.2009 - 11.2010
- Worked to alleviate isolation and loss of personal freedom in patients resulting from deteriorating physical and mental health.
- Assisted with personal hygiene tasks such as bathing, grooming, and dressing to maintain a dignified appearance for clients.
- Maintained a clean and organized living environment, fostering a comfortable and hygienic atmosphere for clients.
- Supported emotional well-being by actively listening to clients'' concerns or stories while offering appropriate validation or encouragement when needed.
- Conducted regular safety assessments within the home environment to identify hazards or areas requiring improvement for client welfare.
- Enhanced client well-being by providing attentive and compassionate care in daily activities.
- Coordinated with healthcare providers to ensure proper execution of therapeutic exercises or physical therapy regimens as part of the client''s care plan.
Resident Assistant
Lutheran Social Sevices of Illinois
Rockford, IL
05.2009 - 09.2009
- Collaborated with family members to provide consistent care, addressing specific concerns or requirements unique to each client.
- Managed financial tasks such as bill payments or budgeting on behalf of clients, safeguarding their financial wellbeing.
- Prepared nutritious meals tailored to individual dietary needs, contributing to overall client wellness.
- Administered medications as prescribed, ensuring proper dosage and timely intake for optimal health outcomes.
- Developed trust-based relationships with clients by demonstrating empathy, reliability, and professionalism in all interactions.
- Assisted clients with mobility issues, promoting safety and independence in their homes.
- Provided transportation services for appointments, errands, and social engagements, enabling clients'' autonomy outside the home.
- Utilized active problem-solving skills in addressing unforeseen challenges or emergencies while maintaining a calm demeanor throughout.
- Facilitated social interactions and mental stimulation through engaging conversations and recreational activities.
- Monitored vital signs and reported any changes in health status to healthcare providers promptly for effective intervention.
- Adapted caregiving approach based on individual preferences or cultural backgrounds for increased client comfort levels during service provision.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Monitored clients' overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Transported clients to and from medical appointments with safety and efficiency.
Cashier
Save A Lot
Cleveland, TN
09.2008 - 09.2009
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Education
Microsoft Office Specialist Certification - Microsoft Office
Cleveland State Community College
Cleveland, TN2021
HS Diploma - General Studies
Walker Valley High School
Cleveland, TN05.2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Call management
- Appointment scheduling
- Microsoft Office Suite
- Multi-line phone talent
- Spreadsheets
- POS systems expert
Timeline
Customer Service Rep/call Center Agent
Simplified Outsource Solutions Tea SD
03.2023 - 06.2025
Server
Cracker Barrel Old County Store
04.2019 - 03.2024
Server
Western Sizzlin
06.2017 - 04.2019
Server
Shoney's Restaurant
05.2015 - 06.2017
Server
Logan's Roadhouse
03.2012 - 05.2015
Server
Dennys Restaurant
09.2011 - 03.2012
Crew Member
McDonald's
03.2011 - 10.2011
Private Sitter
Greg England
11.2010 - 03.2011
Care Assistant Tech
Bradley HealthCARE & Rehab Center
09.2009 - 11.2010
Resident Assistant
Lutheran Social Sevices of Illinois
05.2009 - 09.2009
Cashier
Save A Lot
09.2008 - 09.2009
Microsoft Office Specialist Certification - Microsoft Office
Cleveland State Community College
HS Diploma - General Studies
Walker Valley High School