Emmanuel Torto

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Managed approximately 109 incoming calls, emails and faxes per day from customers.'
• Handled escalated calls of efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Resolved complaints to satisfy customers and encourage future trends.

• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in the brand.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• 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.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Addressed and managed 98 customer inquiries to ensure satisfaction and foster positive service experience.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Communicated with vendors and stakeholders to negotiate contracts and maintain strong supplier relationships.
• Kept ahead of industry's developments and apply best practices to areas of improvement.
• Coordinated logistics and supply chain operations for specific projects or products, ensuring adherence to timelines and budget constraints.
• Implemented data analysis strategies to track performance metrics, leading to 28% reduction in shipping errors.
• Coordinated logistics for customer orders.
• Recognized by management for outstanding performance as Customer Service Coordinator during annual performance reviews consistently throughout tenure at company.

• Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Followed through with client requests to resolve problems.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Demonstrated strong attention to detail, resulting in a 25% decrease in errors.
• Followed communication guidelines, procedures and policies.

• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Coordinated with General Manager in different operational issues and promotional activities.
• Optimized workflow to meet tight deadlines, managing multiple project timelines.
• Maintained operational standards to provide excellent working environment for employees.
• Ensuring of sales promotion activities including promotional campaigns, micro marketing events and trade shows.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.

• Assisted in the preparation of comprehensive financial reports, enabling informed decision-making by senior management.
• Managed approximately 98 incoming calls, emails etc and sensitive client information by adhering to strict confidentiality rules and data protection policies.
• Reduced errors in transaction processing by implementing robust quality control measures and routine checks.
• Provided exceptional customer service to internal stakeholders, fostering positive relationships across departments.
• Back office officer in charge of clearing and other operational duties.
• Ensured timely completion of tasks with strong attention to detail, contributing to a well-functioning back office team.