Open to opportunities

Rosemary Torty

@rosemarytorty

I’m a results-driven customer support professional specializing in CRM, complaint resolution, and KPI-driven service improvement.

Nigeria

Message

What I'm looking for

I’m looking for a fast-paced role where I can own customer issue resolution across multiple channels, drive KPI improvements using CRM data, and support team performance through mentoring and process upgrades.

I’m a results-driven customer support professional with 5+ years of experience delivering exceptional service across phone, email, and live chat. I resolve complex customer issues and escalations while maintaining high satisfaction standards—highlighted by a customer satisfaction rate of over 95% and strong KPI performance in fast-paced environments.

I bring hands-on experience with CRM systems and process improvement, including training and mentoring new representatives and collaborating with technical and billing teams to ensure prompt resolution. I’ve also improved outcomes such as reducing complaints by 20% and increasing first-call resolution rates by 18%, and I’m driven to keep raising service quality through clear procedures and data-informed decisions.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Care Representative

Current

Lucky Garden Properties

Jan 2024 - Present (2 years 6 months)

Manage high-volume inbound and outbound customer interactions, resolving complaints and escalations while maintaining customer satisfaction above 95%. Train and mentor representatives, exceed KPIs, collaborate with technical/billing teams, and help reduce recurring complaints through process improvements.

Customer Service Multichannel Support Phone Email Live Chat Complaint Resolution Escalation Management CRM Customer Retention KPI Management Process Improvement Cross Functional Collaboration Zendesk HubSpot

Customer Care Specialist

Arnold & Associates Real Estate Company

Jan 2022 - Jan 2024 (2 years)

Provide customer support across phone, email, and chat; process requests and accurate account updates and service modifications. Maintain detailed CRM records, improve retention through proactive follow-up, and deliver strong communication and problem-solving.

Customer Support Multichannel Support Phone Email Live Chat CRM Customer Retention Account Updates

Customer Care Specialist

Sparks of Life Media

Jan 2021 - Jan 2022 (1 year)

Handle customer support inquiries and resolve requests efficiently across multiple communication channels. Maintain accurate records of customer interactions and feedback.

Customer Support Multichannel Support CRM

Contract Head of Customer Service

Ark Angel Hospital

Lead remote customer service operations and oversee patient support across phone and digital communication channels. Manage escalated inquiries, implement customer service procedures, and monitor team performance to maintain high satisfaction standards.

Customer Service Multichannel Support Customer Escalation CRM Process Improvement