Summary
Overview
Work History
Skills
Certification
Familiar with
References
Availability
Timeline
Generic

Tori Larocque

Lake Country,Canada

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative, Quality Assurance Team, Dispatcher

Right-Time Group of Companies
04.2023 - Current
  • I have a lot of experience in different roles, but I am most commonly a dispatcher for 4-10 separate companies (dependent on the day of the week)
  • At Right-Time, I have done calltaking, web submitted inquiries, and quality assurance
  • With Right-Time, I also have sales experience selling HVAC equipment and duct cleanings
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Responded proactively and positively to rapid change.

Subject Matter Expert (Support Supervisor)

24-7 Intouch
07.2022 - 03.2023
  • I was originally hired as a customer service representative, and quickly promoted to a supervisor to help out in the winter months
  • As a service representative, I was in charge of helping customers navigate the website, as well as handling any concerns or complaints (refunds, order cancellations, etc)
  • As a supervisor, I was in charge of processing refunds, further customer care (calling customers back to ensure their problems were promptly handled), discussing shipping with vendors to ensure every customer received their orders on time, etc
  • Laid off due to shortage of work

Sales Associate

Sunrise Records
06.2022 - 11.2022
  • While at Sunrise Records, I was in charge of greeting customers and helping to keep theft down in my store
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.

Front End Receptionist and Cashier

This Hole's For You
09.2020 - 06.2022
  • As a front end receptionist, my job was helping customers with their piercing waiver forms (along with many other piercing related forms), cleaning up after customers (footprints, covid, fingerprints, etc), managed the THFY social media platforms, as well as working the till and all jewelry and piercing transactions
  • Also involved in making sure customers had the proper anatomy to get a specific piercing (for safety)
  • Left due to wanting to expand my experience within customer service

Key Holder

Ardene
03.2015 - 10.2020
  • I was in charge of cleaning, stock, displays, POS, and customer service
  • Customer service was very important to Ardene, and also to me
  • While assisting customers on the sales floor and at the till, I would upsell merchandise, inform about current promotions, and make personable conversations to ensure that they had a pleasant experience in our store
  • As key holder, I was part of management and made decisions on promotions, managed social media platforms, dealt with money in the POS, etc
  • Laid off due to store location closing

Daycare Substitute

Sandcastles South Albert Child Care
01.2017 - 09.2017
  • Company Overview: Sandcastle South Albert Child Care is a daycare with children ranging from 0-5 years old
  • Sandcastle South Albert Child Care is a daycare with children ranging from 0-5 years old
  • Managed classroom behavior effectively, ensuring a safe and respectful atmosphere for all students.
  • Increased overall class participation by fostering a positive and inclusive learning environment.

Skills

  • Time management
  • Dispatching
  • Customer service
  • Problem and complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Product knowledge
  • Customer relationship management (CRM)
  • Live chat support
  • Sales expertise
  • Store maintenance
  • Account updating
  • Conflict mediation
  • Service standard compliance
  • POS systems expert
  • Typing 72 wpm
  • Call center procedures and experience

Certification

  • Foodsafe level 1, 2016
  • Workplace safety, 2016
  • CPR, 2015

Familiar with

  • Successware
  • Service Titan
  • GoHighLevel
  • CRM
  • Visual Studios
  • C++
  • Talkdesk
  • ZenDesk

References

  • Kyle and Carley Welykholowa, Family Friend, (306) 513-8889, Live-in nanny to their one month old baby, Isabelle.
  • Yuli Berdychevskiy, Previous assistant manager at Ardene, Yuli.berdychevskiy@gmail.com, 639-999-1264
  • Jackson Brezinski, Previous Trainer at Sunrise Records, (306) 596-7347, brezinski.jackson@gmail.com
  • Rafael Paiva, Team Lead at 24-7 Intouch, balangaz@gmail.com, http://www.linkedin.com/in/rafael-paiva-1a264073
  • Reimounto Tziotis, Personality Reference, (306) 604-7743

Availability

I have full availability

Timeline

Customer Service Representative, Quality Assurance Team, Dispatcher

Right-Time Group of Companies
04.2023 - Current

Subject Matter Expert (Support Supervisor)

24-7 Intouch
07.2022 - 03.2023

Sales Associate

Sunrise Records
06.2022 - 11.2022

Front End Receptionist and Cashier

This Hole's For You
09.2020 - 06.2022

Daycare Substitute

Sandcastles South Albert Child Care
01.2017 - 09.2017

Key Holder

Ardene
03.2015 - 10.2020

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Tori Larocque