Victoria Toribio
Customer Support Team Manager
Lake Worth,Florida
Summary
Experienced customer support leader with over 10+ years of customer experience and more than 6 years of management in fintech, crypto, and e-commerce industries. Demonstrated success in leading highperforming teams, creating training programs, managing knowledge bases, and achieving results through CSAT and operational KPIs. Skilled in managing high-volume, multi-channel support (phone, email, chat, SMS, Discord, social media) and expertly resolving complex technical issues, account challenges, and payment disputes. Served as the primary escalation point for sensitive cases and highvalue client relationships. Known for fostering customer loyalty through empathetic communication, conflict resolution, and delivering fast, effective solutions. Collaborates cross-functionally with Risk, Compliance, Product, and Executive teams to enhance workflows and elevate the customer journey. Proficient in various CRMs and tools such as Zendesk, Intercom, Salesforce, HubSpot, G Suite, JIRA, ClickUp, Notion, and WooCommerce. Recognized for fostering a positive and motivating team culture, continuous coaching and mentoring, and implementing process improvements that enhance satisfaction and efficiency
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Head of Customer Support
PrimeTime Funding
01.2024 - 07.2024
- Developed and implemented the initial customer support framework, including policies, procedures, and service standards to ensure a seamless customer experience
- Recruited, trained, and led a high-performing customer support team, fostering a culture of excellence and continuous improvement
- Selected and integrated customer support tools and technologies, such as CRM systems and helpdesk software, to streamline operations and enhance service delivery
- Established processes for collecting and analyzing customer feedback to identify pain points and drive product and service improvements
- Defined and created key performance indicators (KPIs) to measure team performance, customer satisfaction, and service effectiveness, implementing changes as needed to achieve targets
- Designed and executed customer support strategies for the company's pre launch activities, ensuring that potential customers received timely and accurate information about products and services
- Developed scalable support processes and frameworks to accommodate future growth and expansion of the customer base
Head of Customer Support
The Funded Trader
05.2022 - 07.2023
- Led and optimized customer success operations, improving resolution times and increasing customer retention.
- Developed and conducted ongoing training programs to enhance team expertise, ensuring continuous skill development.
- Implemented and tracked key performance indicators (KPIs), maintaining a minimum of 90% customer satisfaction ratings.
- Worked cross-functionally with Risk, Product, and Executive teams to improve processes, enhance fraud detection, and drive customer-focused solutions.
- Mentored and trained support teams, enhancing efficiency, problem-solving skills, and response quality.
- Provided expert support for traders, troubleshooting platform issues, transaction errors, and invoice processing.
- Managed mispayments, underpayments, and crypto refunds through Coinbase and Migpayments, ensuring accurate and timely resolutions.
- Investigated and resolved complex blockchain transactions, including missing payments and incorrect deposits.
- Educated customers on cryptocurrency transactions, TX IDs, refunds, and security best practices to improve user understanding.
Head of Customer Service
DivvyUp Socks
11.2017 - 04.2021
- Providing quality and efficient customer service to every customer that contacts the company
- Daily management of the customer service team to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving
- Set clear objectives for Customer Service Representatives and manage their quantitative and qualitative performance
- Act as point of escalation for the team for customer complaint and IT related support resolution
- Create detailed, yet distilled training manual on company policies, job role and the functionality of multiple CRMs & platforms
Education
B.A -
Florida State University
01.2018 - 05.2020
Associate's Degree - undefined
08.2014 - 05.2017
Skills
Customer Success Strategy & KPI Management
undefinedTimeline
Head of Customer Support
PrimeTime Funding
01.2024 - 07.2024
Head of Customer Support
The Funded Trader
05.2022 - 07.2023
B.A -
Florida State University
01.2018 - 05.2020
Head of Customer Service
DivvyUp Socks
11.2017 - 04.2021
Associate's Degree - undefined
08.2014 - 05.2017
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