Jimmy Toriola
Houston,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
16
16
years of professional experience
Work History
Operator Specialist
Gilster Mary-lee : Perryville Distribution Center
Joplin , MO
2007.01 - 2007.12
- Identified potential risks associated with operational activities and took appropriate steps to mitigate them.
- Investigated root causes of process failures through detailed analysis and troubleshooting techniques.
- Monitored inventory levels and ordered supplies as needed.
- Ensured accurate documentation of all operational activities including corrective actions taken in response to problems or errors encountered during production runs.
- Trained personnel on proper use of equipment and safety procedures.
Trainer
Leidos Health
Reston , VA
2013.10 - 2020.12
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
Support Specialist Remote
State Of Florida DOC
Florida City , FL
2021.07 - 2021.09
- Provided technical support to customers via phone and email.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Verified accuracy of client data by running periodic audits.
- Documented customer inquiries and resolutions in a ticketing system.
Customer Service Representative
Comwells Consulting
Houston , TX
2022.04 - 2022.10
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Developed strong customer relationships to encourage repeat business.
- Improved customer service wait times to mitigate complaints.
Education
MBA - Business Administration
American Intercontinental University
Houston, TX03.2009
Law - Law
Nigerian Law School
Abuja12.2000
Skills
- Complaint resolution
- Staff education and training
- Creative problem solving
- Medical terminology knowledge
- Technical Support
- CRM
- Training material development
- Classroom expertise
- Project implementation
- EMR / EHR
- Customer Relations
Timeline
Customer Service Representative
Comwells Consulting
2022.04 - 2022.10
Support Specialist Remote
State Of Florida DOC
2021.07 - 2021.09
Trainer
Leidos Health
2013.10 - 2020.12
Operator Specialist
Gilster Mary-lee : Perryville Distribution Center
2007.01 - 2007.12
MBA - Business Administration
American Intercontinental University
Law - Law
Nigerian Law School
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