Ronnisha Torrivio
Salt Lake City,UT
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
StubHub
2023.07 - 2024.10
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Supported brokers in closing deals, ensuring all necessary notes & documents was completed accurately and timely.
- Exhibited adaptability and resourcefulness by providing support during high-pressure situations such as market volatility or time-sensitive transactions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Floral Associate
Olive & Cocoa
2020.07 - 2022.10
- Monitored special orders to promote timely deliveries of floral displays, bouquets and decorative items.
- Inventoried plants and flower care supplies and ordered more.
- Decreased shrink by 30% through close monitoring of department.
- Supervised 15 employees in floral department.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed strong communication and organizational skills through working on group projects.
- Maintained thorough knowledge of needs, characteristics, and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
Warehousing Associate
Amazon.Inc
2018.04 - 2020.02
- Complied with safety, health, and environmental regulations as prescribed by law.
- Lifted and slid packages weighing up to 75 pounds on conveyor belts to transport items.
- Checked packages and merchandise for damage and notified vendors.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Collaborated with various departments to manage timely delivery of orders and avoid delays.
- Maintained clean, orderly work environment free of hazards.
- Assembled pallets and crates for secure transportation of materials.
Customer Service Advocate/Technical Support Specialist
Teleperformance USA
2015.05 - 2017.12
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
- Responded to customer inquiries and provided technical assistance over phone.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Resolved 50 technical support inquiries per day
Technical Support Agent
Alorica
2014.02 - 2015.04
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Walked individuals through basic troubleshooting tasks.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Resolved 50 technical support inquiries per day.
Education
High School Diploma -
East High School
Salt Lake City, UT06.2013
Skills
- Live chat support
- Assertiveness
- POS systems knowledge
- Client Relations
- Call Management
- Technical Troubleshooting
- Order Fulfillment
- Computer Proficiency
- Dispute Resolution
- De-Escalation Techniques
- Desktop support
Timeline
Customer Service Representative
StubHub
2023.07 - 2024.10
Floral Associate
Olive & Cocoa
2020.07 - 2022.10
Warehousing Associate
Amazon.Inc
2018.04 - 2020.02
Customer Service Advocate/Technical Support Specialist
Teleperformance USA
2015.05 - 2017.12
Technical Support Agent
Alorica
2014.02 - 2015.04
High School Diploma -
East High School
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