Toni-Marie Coy
LONDON
Summary
Enthusiastic and dedicated professional with a strong work ethic and a commitment to personal growth. Proven ability to learn new skills quickly and adapt to various tasks. Experienced in both collaborative team environments and independent projects, consistently delivering results.
Overview
19
19
years of professional experience
Work History
CSA
FMG Repair Services
10.2024 - Current
- Resolved customer complaints calmly and professionally via phone, email, and face-to-face interactions, delivering appropriate solutions to enhance customer satisfaction.
- Handled incoming and outgoing phone calls with customers, insurance companies, and car ship dealers, providing essential information and support.
- Liaised with insurance companies to ensure provision of accurate information, contributing to comprehensive customer service.
- Provided customers with timely updates at each stage of repair, ensuring transparency and trust throughout the process.
- Managed the check-in and check-out process for vehicles at the garage, ensuring accurate records and efficient service.
- Processed payments for penalty charge notices, vehicle parts, uniforms, office supplies, and invoices, ensuring timely transactions.
- Assigned drivers to specific vehicles, ensuring optimal route planning and efficient use of resources. Ensured the handling of each vehicle with the utmost care and respect.
Bar Staff Member
Five Bells
09.2021 - 08.2024
- Provided friendly and personalised bar service by anticipating customers' needs to enhance their experience.
- Managed multiple customer orders during busy periods to ensure timely service and customer satisfaction.
- Processed payments efficiently, using cash and card payment systems accurately.
- Restocked bar supplies and organized items for efficient access during peak hours.
- Cleaned bar surfaces and equipment to maintain safe hygiene standards.
- Trained newly hired employees on service techniques, company procedures and safety processes.
Waitress/ Bar Staff
The Flaming Grill Pub
03.2015 - 10.2017
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
- Engaged with customers to understand their orders, ensuring a friendly and efficient service experience.
- Resolved customer complaints with empathy, providing tailored solutions to enhance satisfaction and uphold a positive dining atmosphere.
- Processed cash transactions with precision during peak service periods, contributing to smooth operations.
- Kept dining area tidy, clearing tables and resetting them for new guests.
- Monitored inventory levels and restocked supplies to ensure availability.
- Assisted in opening and closing duties, including cleaning tasks and preparing the dining area for service.
Lane Host/Bar staff/Waitress/Mascot/Party host
Hollywood Bowl
11.2013 - 01.2015
- dressing up as the bowling alley mascot so kids could have pictures taken, hand out balloons, signed autographs.
- organised kids party bags for when they leave.
- maintaining children's safety at all times.
- Resolved customer inquiries at service desk, enhancing overall guest experience.
- Managed cash transactions accurately during shifts.
- Managed key holding for vending machines, ensuring timely stock replenishment and maintenance.
- Restocked prize machines, maintaining availability of rewards for customers.
Karaoke/DJ
Birdies Bar
06.2009 - 09.2009
- Facilitated karaoke events at the pub each evening by managing sound equipment and engaging with the audience.
- Set up karaoke sound equipment each evening to ensure seamless performances.
- Organised singers systematically to enhance the entertainment experience for all participants.
- Connected with customers to foster a welcoming atmosphere throughout the pub.
Kids entertainer assistant
Clumba Mar Hotel
03.2008 - 11.2008
- Delivered children’s party entertainment through songs, dances, and structured games.
- Engaged children in games and mini disco activities, fostering a fun and interactive atmosphere.
- Acted as hotel mascot, delivering joyful experiences and enhancing children's enjoyment during their stay.
- Assisted hotel representatives with daily operations and smooth shift handovers.
Teaching assistant
Seven islands leisure centre
05.2007 - 09.2007
- Taught children a warm-up sequence before swimming sessions begin.
- Managed children’s timekeeping to ensure lessons commenced punctually each day.
- Promoted healthy, balanced eating and encouraged regular water intake to support children's well-being.
- Built confidence in swimmers by actively cheering them on during events.
- Communicated progress updates and additional information to parents or guardians to keep them informed.
Education
BEAUTY THERAPY NVQ LEVEL 2 -
Lewisham College
London, ENG01-2011
6 GSCE's -
Bacon's College
Rotherhithe, SWK01-2009
Skills
- Customer complaint management
- Customer support
- Payment processing expertise
- Cash handling
- Deadline management
- Relationship management
- Effective communication
- Collaborative team member
- Adaptability
- Intuitive problem-solving
- Enthusiasm for service
- Trustworthiness
Timeline
CSA
FMG Repair Services
10.2024 - Current
Bar Staff Member
Five Bells
09.2021 - 08.2024
Waitress/ Bar Staff
The Flaming Grill Pub
03.2015 - 10.2017
Lane Host/Bar staff/Waitress/Mascot/Party host
Hollywood Bowl
11.2013 - 01.2015
Karaoke/DJ
Birdies Bar
06.2009 - 09.2009
Kids entertainer assistant
Clumba Mar Hotel
03.2008 - 11.2008
Teaching assistant
Seven islands leisure centre
05.2007 - 09.2007
BEAUTY THERAPY NVQ LEVEL 2 -
Lewisham College
6 GSCE's -
Bacon's College