Rachel Toribio
Waipahu
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
36
36
years of professional experience
Work History
Quality Assurance and Customer Service Manager
Webco Hawaii
Honolulu
11.2004 - 05.2026
- Managed customer service team to improve support and satisfaction levels.
- Resolved complex customer issues through effective communication and problem-solving.
- Collaborated with other departments to ensure cohesive service delivery.
- Conducted performance evaluations to guide staff development and growth.
- Established best practices for handling inquiries and complaints effectively.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Analyzed customer feedback and complaints to pinpoint areas for enhancing service processes.
- Formulated and executed strategies to elevate overall customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Monitored phone calls to provide feedback and coaching.
- Facilitated ongoing training sessions for staff on new products, services, and effective customer service techniques.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Led team engagement to assist cross-functional departments and achieve goals.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Conducted research and reviewed findings to solve customer issues.
- Developed policies and procedures related to customer service operations.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
- Implemented quality control measures to uphold company standards.
Office Clerk
Foodland Super Markets Ltd.
Honolulu
03.1996 - 03.2003
- Processed customer transactions accurately and efficiently at the checkout.
- Ensured cleanliness and organization of office supplies and equipment to create an efficient work environment.
- Handled customer inquiries and resolved issues promptly and effectively.
- Provided comprehensive administrative support, including typing documents, filing paperwork, photocopying, scanning, and faxing, to facilitate smooth office operations.
- Answered phone calls in a professional manner and transferred calls accordingly.
- Delivered friendly and effective customer service to guests, handling stressful situations with composure to enhance customer satisfaction.
- Processed customer payments using cash and credit card transactions.
- Collected and entered payment data into the system, maintaining complete confidentiality and accuracy.
Food Service Worker
AAFES Exchange
Honolulu
08.1990 - 09.1992
- Prepared and served meals in accordance with health and safety guidelines.
- Served meals to customers with friendliness and courtesy, enhancing dining experience.
- Maintained cleanliness of food preparation and dining areas to uphold health standards.
- Operated kitchen equipment to prepare food items, ensuring safety and efficiency.
- Monitored food quality and freshness to meet service standards consistently.
- Followed food safety regulations pertaining to sanitation, food handling and storage.
- Stocked supplies and organized inventory for optimal kitchen efficiency.
- Maintained order and cleanliness of work areas to conform with health codes.
- Thoroughly cleaned kitchen areas, including equipment and utensils, to maintain hygiene standards.
- Performed opening and closing duties such as setting up workstations with necessary supplies.
- Operated cash register to process cash, check, and credit card transactions.
Education
High School Diploma -
Waipahu High School
Waipahu, HI05-1996
Skills
- Quality assurance
- Customer relationship management
- Process improvement
- Data analysis
- Performance evaluation
- Team leadership
- Conflict resolution
Timeline
Quality Assurance and Customer Service Manager
Webco Hawaii
11.2004 - 05.2026
Office Clerk
Foodland Super Markets Ltd.
03.1996 - 03.2003
Food Service Worker
AAFES Exchange
08.1990 - 09.1992
High School Diploma -
Waipahu High School