Carlos John A. Torres
Cebu
Summary
Experienced with managing customer service, sales and technical teams to achieve and surpass targets. Utilizes strategic planning to enhance team performance and customer satisfaction. Track record of effective leadership and communication in dynamic environments.
Overview
18
18
years of professional experience
Work History
Sales Team Manager
Telemarketing Professionals Pty Ltd
05.2023 - Current
- People Management:
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Adjusting coaching methods based on individual needs.
- Recruitment:
- Design and implement overall recruiting strategy
- Screen candidates resumes and job applications
- Conduct interviews using various reliable recruiting and selection tools/methods to filter candidates within schedule.
- Assess applicants’ relevant knowledge, skills, soft skills, experience and aptitudes
- Onboard new employees in order to become fully integrated
- Act as a point of contact and build influential candidate relationships during the selection process
- Training:
- Conduct training needs assessment and identify skills or knowledge gaps that need to be addressed.
- Develop and deliver training sessions that are engaging, informative, and effective.
- Evaluate the effectiveness of training programs and make improvements as necessary.
- Manage training logistics, including scheduling, registration, and communication with participants.
- Maintain training records and prepare reports on training activities and outcomes
- Stay up-to-date with the latest trends and best practices in training and development
- Quality Control:
- Develop and implement quality control plans and procedures
- Identify and resolve quality-related issues and problems
- Conduct audits to ensure compliance with quality standards
- Analyze data to identify areas for improvement in the quality system
- Develop and implement corrective actions to address quality issues
- Train employees on quality control procedures and requirements
- Zoho CRM Developer:
- Develop and customize Zoho CRM modules according to business requirements
- Integrate Zoho CRM with other business applications
- Develop custom workflows, functions, and triggers to automate business processes
- Create custom reports and dashboards to provide insights into business performance
- Train users on how to use Zoho CRM effectively
- Troubleshoot and resolve issues related to Zoho CRM
- Stay up-to-date with the latest trends and best practices in Zoho CRM development
Team Lead
Real Page Philippines
11.2022 - 05.2023
- Responsibilities:
- Lead, coach, mentor and develop a group of teammates
- Cascade business directives related to targets, bridge plans and organizational changes
- Responsible for monitoring all team members’ performance for quality and training purposes
- Directly responsible for providing on-going training to all teammates
- Abide by and ensure compliance to all Fair Housing / HIPPA Laws
- Follow established practices, procedures and adhere to existing guidelines for leading a team
- Ensure accurate tracking and processing of time keeping and payroll
- Manage team adherence to work schedule and attendance delivery in compliance with policy
- Responsible for driving employee behavior that positively impacts the business
- Respond to team emails and follow-up with any team request or issues
- Prepare team statistics daily, weekly and monthly
- Provide additional coverage for night or weekend shifts when needed
- Assist support teams or departments with task as needed
- Responsible to drive positive employee engagement at the team level
- Reviewing Over/Under for scheduling teammates per department standards.
Team Lead
24-7 Intouch Philippines
10.2021 - 10.2022
- Responsibilities:
- Monitor and control real-time scores in order to satisfy the needs of the program, clients, customers and agents.
- Develops strategies to promote team member adherence to company regulations and performance goals
- Conducts team meetings to update members on best practices and continuing expectations
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Communicate and teach updates or system issues to ensure agents have the tools they need to maximize productivity and motivate continual improvements in performance
- Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities
- Review, validate and approve requests within their authorization limits and take escalated calls
- Work closely with Quality and Training team to improve team performance
Team Lead (WFM, Service desk and Customer Service)
TechMahindra
08.2016 - 10.2021
- Responsibilities:
- Lead, coach, mentor and develop a group of teammates
- Monitor and control real-time scores in order to satisfy the needs of the program, clients, customers and agents.
- Develops strategies to promote team member adherence to company regulations and performance goals
- Conducts team meetings to update members on best practices and continuing expectations
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Assists management with hiring processes and new team member training
- Communicate and teach updates or system issues to ensure agents have the tools they need to maximize productivity and motivate continual improvements in performance
- Evaluate interactions (phone, chat, and/or e-mail) every week for all team members to identify and prioritize agent strengths and developmental opportunities
- Review, validate and approve requests within their authorization limits and take escalated calls
- Work closely with Quality and Training team to improve team performance
- Takes charge in team’s performance evaluation, quality evaluation feedback, policy implementation, staff coaching development client relationship management
- Monitor and manage staffing and adherence
Subject-Matter Expert
Alorica Philippines Incorporated
05.2013 - 07.2015
- Responsibilities:
- Supports team leader performs management duties when team leader is absent or out of office
- Attend to real-time needs such as, but not limited to, call escalations floor support
- Monitor and control real-time scores in order to satisfy the needs of the program, clients, customers and agents
- Work closely with Quality and Training team to improve team performance
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
Distributor Sales Supervisor
Janray Techno Industries Corporation
05.2012 - 05.2013
- (Smart Communications)
Financial Advisor
Aegis People Support
06.2011 - 05.2012
Technical Support Representative II
Stream Global Services (Convergys)
03.2010 - 05.2011
Technical Support Representative
Teletech Customer Care Management
11.2008 - 11.2010
Sales Representative II
Convergys Philippines Services Company
08.2007 - 11.2008
Education
Bachelor of Science - Nursing
Cebu Institute of Technology- University
Skills
- Advanced skills in performance evaluation
- Skilled in mediating disputes
- Expertise in team development
- Proficient in continuous improvement processes
- Advanced knowledge of telecommunications software solutions
- Skilled in Excel, PowerPoint, and Word
- Skilled in customizing CRM applications for business needs
- Experienced in Microsoft Server 2012 installation and domain management
- Skilled in applying multiple approaches to technical issues
- Strong written and verbal communication
- Fast and accurate keyboarding skills
References
References Provided Upon Request
Timeline
Sales Team Manager
Telemarketing Professionals Pty Ltd
05.2023 - Current
Team Lead
Real Page Philippines
11.2022 - 05.2023
Team Lead
24-7 Intouch Philippines
10.2021 - 10.2022
Team Lead (WFM, Service desk and Customer Service)
TechMahindra
08.2016 - 10.2021
Subject-Matter Expert
Alorica Philippines Incorporated
05.2013 - 07.2015
Distributor Sales Supervisor
Janray Techno Industries Corporation
05.2012 - 05.2013
Financial Advisor
Aegis People Support
06.2011 - 05.2012
Technical Support Representative II
Stream Global Services (Convergys)
03.2010 - 05.2011
Technical Support Representative
Teletech Customer Care Management
11.2008 - 11.2010
Sales Representative II
Convergys Philippines Services Company
08.2007 - 11.2008
Bachelor of Science - Nursing
Cebu Institute of Technology- University
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