Victoria Toribio
Customer Support Team Manager
Lake Worth
Summary
Experienced Customer Support Leader with 5 years of management experience and 10+ years in customer support. Proven ability to lead teams, develop training programs, optimize processes, and drive performance based on key performance indicators. Consistently achieved CSAT ratings of 90% or higher across the department. Collaborated effectively with Risk, Product, and Executive teams to achieve cross-functional goals. Proficient in various CRMs, including Intercom, JIRA, ClickUp, Notion, and more. Recognized for prioritizing customer needs, demonstrating strong leadership skills, and employing a positive problem-solving approach to ensure team success and operational efficiency. Expertise in blockchain transactions and crypto payments for seamless financial operations.
Overview
7
7
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
- Positive Team Leadership & Training Development
- Customer-Centric Mindset & Emotional Intelligence
- Blockchain & Cryptocurrency Operations
- Cross-Functional Collaboration
- Process Optimization & Problem-Solving
Timeline
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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