Toby Horowitz

About Toby Horowitz

Experienced Customer Service professional with over 17 years of expertise in customer advocacy and support. A proven leader in developing high-performing teams by providing regular feedback and training to ensure exceptional service delivery. Highly skilled in troubleshooting and resolving customer concerns while fostering positive interactions. Recognized for strengths in attentive listening, empathy, and building strong customer relationships, consistently enhancing satisfaction and driving business success.Select Accomplishments: • Awarded “Employee of the Month” for the store and district, recognized for going above and beyond to ensure high customer satisfaction, April 2024, Walgreens;• Google IT Support Professional Certificate, Awarded June 2023. This encompasses IT security, computer and mobile device troubleshooting, software installation, configuration and removal, data backup and recovery, wireless network management;• At Verizon, selected to serve on Director’s Core Team and as a Training Assistant. Promoted several times during 7-year tenure: Customer Service Representative, Customer Service Advocate, and Customer Service Pro; • Resolved customer’s issues close to 99% of the time, with the lowest transfers rate (under 1%) to tier 2 Technical Support.

Experience

1. Membership

   Costco Wholesale

   Feb 2025 — Present · Sharon, MA, US

   Promote and sign up new members, renew or upgrade existing members, and encourage members to apply for the Costco credit card; issue replacement and temporary membership cards, ensure accurate member account updates, and drive membership growth to meet company benchmarks.• Assist members with digital membership setup and educate them on programs, services, and promotions to drive engagement and help meet membership performance targets.• Provide high-level member service by resolving inquiries related to item availability, account concerns, and warehouse policies.• Process merchandise returns and price adjustments in a fast-paced environment, ensuring accuracy, proper approvals, and full compliance with company guidelines.• Utilize internal systems to research items related to returns and price adjustments, verify eligibility, complete register transactions, and document customer adjustments efficiently and accurately.

Education

• Housatonic Community College

  Certificate, Web Design

  2015 — 2016

• Quinnipiac University

  Bachelor of Science, Management

  2001 — 2005

Skills

• Call Centers
• Creative Problem Solving
• Customer Service
• Marketing
• Event Planning
• Operations Management
• Budgets
• Account Management
• Microsoft Office
• Sales
• Mobile Devices
• Management
• Team Building
• Technical Support
• Business Analysis
• Project Management
• Strategic Planning
• Troubleshooting
• Leadership
• Customer Experience
• Customer Satisfaction
• Training
• Microsoft Excel
• Time Management
• Telecommunications
• Process Improvement
• Wireless Technologies
• Team Leadership
• Software Documentation
• Social Media