Togieda Gabriels (nee Davis Cupido)

Facilitated customer service training sessions with individuals and small businesses wishing to improve on their service delivery by upskilling their staff.

• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.

• Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
• Followed through with client requests to resolve problems.
• Took ownership of customer issues and followed problems through to resolution.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Collaborated with upper management to improve customer service processes and support structures company-wide.

• Conducted regular performance evaluations, providing constructive feedback to drive professional growth within the team.
• Organized regular team meetings for open discussions about challenges faced in the workplace, fostering a collaborative atmosphere focused on continuous improvement strategies.
• Established cross-training opportunities for employees which led to better adaptability during fluctuations in workload demands.
• Promoted a positive work environment by recognizing outstanding staff achievements regularly.
• Led a team of customer service representatives for increased productivity and overall efficiency.
• Reduced average call handling time with targeted coaching and performance monitoring.
• Developed and implemented training programs for new hires, resulting in faster onboarding and higher retention rates.
• Developed strong relationships with key business partners, resulting in improved coordination and collaboration for seamless customer service delivery.
• Collaborated with other departments to resolve complex customer issues effectively and efficiently.
• Enhanced communication skills within the team through training sessions and role-playing exercises.
• Analyzed customer feedback data to identify areas for improvement, implementing changes accordingly.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Proactively identified potential issues affecting the customer experience and advocated for necessary changes internally.
• Managed high-stress situations calmly and effectively, resulting in positive outcomes for both the company and the client.
• Developed strong relationships with clients, fostering trust and loyalty to the company.
• Organized customer feedback data, identifying trends and areas for improvement.
• Facilitated open lines of communication between customers and management, promoting transparency within the business relationship.
• Played an integral role in enhancing overall brand image through exceptional service delivery.
• Delivered comprehensive product knowledge to customers, facilitating informed decision-making processes.
• Conducted regular follow-up calls to assess customer satisfaction levels and address any outstanding concerns.
• Implemented process improvements that resulted in reduced response times for customer inquiries.
• Provided exceptional service to customers, ensuring their needs were met and expectations exceeded.
• Maintained accurate records of all customer interactions, providing valuable insights for future engagements.
• Achieved high levels of customer retention by providing personalized solutions tailored to individual needs.
• Served as a key point of contact between customers and various internal departments, ensuring seamless collaboration on issue resolution.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered prompt service to prioritize customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Completed Coursework: Customer Service Management
• Leadership in Business
• Women in Leadership, Research Project