Allan Torres

Experience

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  Expert Global Solutions (now Alorica)

  Jun 2012 - Sept 2014

  Collections Agent
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  Convergys

  Sept 2014 - May 2015

  Technical Service Representative
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  TELETECH INTERNATIONAL

  Jul 2015 - Jul 2017

  Subject Matter Expert

  Remote Service Delivery:Customer support professionals utilize automated call distribution phone software and remote connections to efficiently assist end-users.Information Processing and Interaction:Integral to the role is interacting with customers to address inquiries and process requests related to products and services.Issue Identification and Diagnosis:Gathering customer information, analyzing symptoms, and determining root causes lay the groundwork for effective problem-solving.Technical Problem Resolution:Diagnosing and resolving technical issues, from internet connectivity to email clients, requires adherence to standard processes.Research and Escalation:Thorough research using available resources helps in identifying and escalating priority issues as per client specifications.Alternative Solutions and Customer Retention:Offering alternative solutions aims at retaining customers by balancing effective problem resolution with satisfaction.Communication Skills and Follow-Up:Effective communication and scheduled callbacks demonstrate commitment to customer service excellence.System Knowledge and Updates:Staying current with system information, changes, and updates ensures readiness to address evolving technical challenges.Personalized Coaching and Device Support:Beyond troubleshooting, providing personalized coaching for devices like webcams, printers, and internet-enabled gadgets is part of the role.Software Support:Professionals offer support for common software such as iTunes, Internet Explorer, Firefox, Anti-Virus, and MS Office.Handling Customer Complaints and Escalated Calls:Addressing complaints and managing escalated calls requires a delicate balance of problem resolution and customer relations. Show less

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  CF&J Autospareparts

  Oct 2017 - Aug 2020

  Customer Service Representative / Sales

  Inbound Call Management:CSRs handle inbound calls, addressing inquiries, concerns, and promoting the advantages of choosing 800 Flat's services, particularly emphasizing the benefits of their car batteries.Technical Dispatch Coordination:CSRs coordinate with technicians, ensuring precise communication about customer details and service requirements. They manage pending calls, optimizing technician availability.Customer Data Management:CSRs manually input customer data into MS Excel, maintaining accurate records for future communication and contributing to comprehensive reports.Endorsement of Information:Collaboration is key as CSRs endorse jobs and information to colleagues, ensuring a smooth handover of tasks to address customer needs.Administrative Reporting:CSRs create End of Day Reports, summarizing metrics such as revenue, battery stocks, and call volume. These reports are sent to the General Manager for strategic decision-making. Show less

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  SetSchedule

  Nov 2020 - now

  As a seasoned call center team manager, my professional journey has been characterizedby a commitment to excellence, effective leadership, and a results-driven approach. Overthe years, I have successfully undertaken a diverse range of responsibilities to ensure theoptimal functioning of call center operations and the delivery of exceptional customerservice.Supervision and LeadershipPerformance MonitoringQuality AssuranceWorkflow ManagementReporting and AnalysisTraining and OnboardingTechnology ManagementPerformance Feedback Show less As a Concierge Team Member, our main goal is to verify leads through inbound oroutbound calls with our real estate agent members.Receive inbound calls from leads, gather information and live transfer to agents.Receive tickets via FreshDesk with customer information and perform outbound calls.Perform follow-up calls on leads that were previously connected to agents. Offeradditional assistance if necessary.Document all calls by adding notes in FreshDesk and Anima (CRM)Track and followup on all verified leads.Engage with live chat interactions, with the objective of smoothly transitioning theconversation to a phone call and executing live transfers to agents. Show less

  • Concierge Team Manager

    Jan 2022 - now

  • Concierge

    Nov 2020 - Apr 2022