TORI OROSCO
Poteet,TX
Summary
Results-oriented Client Support Manager with 7 years of experience in chat, email, and phone support within call center environments. Expertise in communication, billing resolution, and CRM documentation enhances customer satisfaction. Background in management and entrepreneurship fosters strong client and team relationships, driving organizational success.
Overview
13
13
years of professional experience
Work History
Owner / Client Support Manager
Crossroads Clean & Organizing Services
2019.01 - Current
- Served as primary contact for client inquiries, scheduling, billing, and issue resolution, ensuring timely responses and effective communication.
- Cultivated strong client relationships and maintained accurate service records, enhancing service delivery consistency and client satisfaction.
- Developed client relationships to understand their cleaning needs.
- Coordinated scheduling and logistics for cleaning and organizing projects, optimizing workflow and resource allocation.
- Trained staff on cleaning techniques and organizational methods.
Key Holder / Customer Support Associate
T-Mobile
2016.01 - 2016.12
- Assisted customers in product selection and provided exceptional service.
- Resolved billing questions, facilitated upgrades, and provided device support, ensuring high customer satisfaction.
- Managed daily store operations and ensured compliance with company policies.
- Supervised team members and coordinated shift schedules effectively.
Customer Service Representative
AT&T
2013.01 - 2016.01
- Managed high-volume inbound calls for billing, payments, and account inquiries, ensuring prompt resolution and customer satisfaction.
- Assisted customers with account inquiries and service issues.
- Resolved billing disputes through clear communication and problem-solving.
- Achieved strong CSAT, FCR, and AHT metrics through accurate documentation of interactions in CRM systems.
- Utilized CRM software to streamline customer interactions.
Receptionist / Service Clerk
Victory Motors
2014.01 - 2015.12
- Managed incoming calls and scheduled service appointments to enhance customer service, processed payments accurately, and resolved customer inquiries promptly.
- Welcomed customers to service desk and provided assistance with their inquiries.
- Received incoming calls and efficiently directed them to appropriate departments.
- Scheduled appointments and coordinated service visits for customers.
Education
Business Management Coursework -
Victoria College
Victoria, TX2019-05
Diploma -
Victoria East High School
Victoria, TX2011-06
Skills
- Client relationship management
- Customer experience
- Customer support
- Contact resolution
- Billing resolution
- Billing support
- CRM documentation
- Quality assurance
- Response time
- Chat support
- Phone support
- Conflict management
- Problem solving
- Time management
- Office proficiency
- Data entry
- Effective communication
Personal Information
Title: Remote Customer Support Specialist
Timeline
Owner / Client Support Manager
Crossroads Clean & Organizing Services
2019.01 - Current
Key Holder / Customer Support Associate
T-Mobile
2016.01 - 2016.12
Receptionist / Service Clerk
Victory Motors
2014.01 - 2015.12
Customer Service Representative
AT&T
2013.01 - 2016.01
Business Management Coursework -
Victoria College
Diploma -
Victoria East High School