Open to opportunities

Verlene Tory

@verlenetory

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Customer-focused operations and customer success leader with 15+ years in logistics and hospitality.

United States

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What I'm looking for

I am seeking a remote customer success or management role where I can lead teams, optimize workflows, resolve client issues, and grow into higher-responsibility, higher-earning positions.

I am a customer-focused, performance-driven operations and customer success professional with over 15 years of experience across USPS logistics, property and facility management, and hospitality. I have led teams of 15–30 employees, improved retention through targeted training, streamlined workflows to remove operational bottlenecks, and consistently delivered high customer satisfaction in remote and in-person roles.

I am skilled in CRM platforms (Salesforce, Zendesk, HubSpot), remote collaboration tools (Zoom, MS Teams, Slack, Google Workspace), and operations management best practices. I seek a remote management or customer success role that offers growth, higher earning potential, and the chance to apply my expertise in team leadership, conflict resolution, and workflow optimization.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Assurant, Inc.

Jan 2023 - May 2025 (2 years 4 months)

Delivered high-volume multichannel customer support with a 95%+ satisfaction rate, resolving policy, billing, and claim inquiries and escalating complex cases to meet SLAs.

Customer Support Multichannel Support Case Management Remote Collaboration

Lobby Attendant

Aloft @ The Battery Atlanta

Aug 2024 - Dec 2024 (4 months)

Enhanced guest experience through personalized lobby interactions, supported front desk and housekeeping operations, and maintained brand-standard cleanliness during high-traffic periods.

Housekeeping Coordination Customer Experience

Supervisor, Distribution Operations

United States Postal Service

Jan 2013 - Jan 2023 (10 years)

Managed and coached teams of 15–30 overnight staff in logistics and mail processing, improved KPI adherence and safety compliance, and reduced turnover via targeted training and workflow improvements.

Team Leadership Logistics Management Shift Scheduling KPIs Compliance Process Improvement Staff Training

Mail Clerk / Mail Handler

United States Postal Service

Jan 2003 - Jan 2013 (10 years)

Sorted and processed high-volume mail and parcels, operated processing equipment, and trained new employees to maintain workflow accuracy and safety standards.

Sorting Mail Safety Procedures Material Handling

Property Manager

Various Properties

Jan 2000 - Jan 2003 (3 years)

Oversaw daily property operations, leasing, and resident relations, resolved tenant disputes, coordinated maintenance and vendor contracts, and increased occupancy through retention strategies.

Property Management Resident Relations Conflict Resolution