Touy Smith

Dynamic and results-oriented Customer Success Manager based on Vancouver Island, British Columbia, with proven expertise in web development, graphic design, customer support, IT support, and customer care. Adept at thriving in collaborative environments and consistently delivering high-quality solutions through strategic thinking, accountability, and prompt problem-solving. Known for meticulous attention to detail and a strong commitment to excellence. Passionate about technology and dedicated to providing exceptional support and service. Fluent in English and Japanese, bringing a global perspective and cultural fluency to every role

I’ve built a strong foundation in customer service and stakeholder support through diverse roles across tech, e-commerce, and travel platforms. My recent experience reflects a consistent ability to resolve complex issues, communicate across channels, and contribute to operational improvements in fast-paced environments.

Trust Apollo (Customer Service Agent)
Delivered multi-channel support via phone, email, and SMS; resolved product issues and improved customer retention through proactive follow-up and feedback reporting.
Mar 2025 – Sep 2025

Transferz (Commercial Agent)
Handled stakeholder communications across live chat, email, and calls; managed booking inquiries, escalations, and refund processes using multiple systems.
Apr 2023 – Jan 2025

LightInTheBox (Social Media Specialist)
Responded to customer inquiries on social platforms; curated content and boosted engagement metrics, achieving a 15% increase in post reach.
Apr 2023 – Dec 2023

LightInTheBox (Customer Service Agent)
Resolved email-based support tickets; collaborated cross-functionally to ensure smooth customer experiences and maintain high service standards.
Oct 2019 – May 2023

I hold a Bachelor of Arts in International Tourism and Hospitality Management, which gave me a strong foundation in customer service, cross-cultural communication, and business operations. I’ve also earned TESOL and TEFL certifications, equipping me to teach English and support global teams with clear, effective communication. This educational background complements my professional experience by reinforcing my ability to connect with diverse audiences, manage service workflows, and adapt quickly in fast-paced environments.