Carlos John Torres
BDR Manager
Cordova
Summary
Dynamic and results-driven Sales and Operations Leader with over 15 years of experience driving team performance, optimizing CRM workflows, and managing complex business development operations. Proven track record in scaling BDR teams, engineering automated Zoho and Salesforce CRM systems, and leading high-performing cross-functional teams in tech and telecom sectors.
Overview
19
19
years of professional experience
Work History
BDR Office Manager
Netlify
07.2025 - Current
- Pipeline Generation: Managed day-to-day operations of the Business Development Representative (BDR) team, aligning outbound prospecting strategies with corporate revenue targets.
- Salesforce & Automation: Leveraged Salesforce CRM and advanced automation tools to streamline lead routing, track pipeline health, and maximize BDR productivity.
- Sales Enablement: Coached BDRs on lead qualification, cold outreach, and pitch optimization, resulting in a consistent increase in qualified pipeline conversions.
- Cross-Functional Alignment: Partnered closely with regional Sales Directors and Marketing teams to optimize inbound lead management and target account strategies.
- Data-Driven Analytics: Built dashboards to monitor daily activity metrics, response times, and conversion rates, utilizing insights to continuously improve team efficiency.
Operations/Sales Manager
Telemarketing Professionals Pty Ltd
05.2023 - 07.2025
- Sales & CRM Development: Custom-built and tailored Zoho CRM modules; automated core business processes using custom workflows, triggers, and functions to maximize sales velocity.
- People Management: Led daily operations for a high-performing telemarketing and sales unit. Established clear targets, delegated tasks, and engineered open communication cultures.
- Talent Acquisition & Onboarding: Designed and executed an end-to-end recruitment strategy, screening, interviewing, and successfully onboarding top-tier sales talent.
- Training & Quality Assurance: Conducted comprehensive gap analyses to design engaging training sessions. Implemented strict quality control audits, leveraging performance data to deploy immediate corrective actions.
- Developed training programs for new sales representatives, enhancing overall team performance and productivity.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
Team Lead
Real Page Philippines
11.2022 - 05.2023
- Team Leadership: Mentored and developed a dedicated team of specialists. Successfully cascaded corporate targets, bridge plans, and structural changes.
- Compliance & Governance: Maintained strict adherence to Fair Housing and HIPAA regulations across all operational workflows.
- Operations & Payroll: Directly managed schedule adherence, workforce utilization, and accurate timekeeping/payroll processing. Developed daily, weekly, and monthly performance reports.
Team Lead
24-7 Intouch Philippines
10.2021 - 10.2022
- Real-Time Management: Actively monitored real-time metrics to consistently satisfy client SLAs, campaign goals, and customer satisfaction targets.
- Quality Assurance: Audited weekly customer interactions across voice, chat, and email channels to deliver tailored coaching and identify development opportunities.
- Escalation Management: Acted as the senior point of contact for customer escalations, validating high-level system updates and workflow approvals.
Team Lead (Service Desk, WFM, and Customer Service)
TechMahindra
08.2016 - 10.2021
- Multi-Department Leadership: Managed cross-functional operations spanning Tech Support Service Desks, Workforce Management (WFM), and Customer Service.
- Client Relationship Management: Owned client-facing performance reviews and quality evaluations. Optimized staffing alignment and real-time adherence.
Subject-Matter Expert
Alorica Philippines Incorporated
05.2013 - 07.2015
- Handled real-time tier-2 technical support and call escalations. Delivered floor support and assisted the Team Leader with operational management and target delivery reporting.
Distributor Sales Supervisor (Smart Communications)
Janray Techno Industries Corp
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 II
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
Cebu City, Philippines03.2016
Skills
CRM & Automation: Salesforce CRM & Automation, Zoho CRM Development (custom modules, workflows, functions), HubSpot
Operations & WFM: IEX, Cisco Finesse, Avaya, Citrix, Advanced Excel, PowerPoint, Word
Technical Knowledge: Microsoft Server 2012 (Installation, domain creation), advanced technical troubleshooting
Office operations management
Effective organizational skills
Clerical coordination
Timeline
BDR Office Manager
Netlify
07.2025 - Current
Operations/Sales Manager
Telemarketing Professionals Pty Ltd
05.2023 - 07.2025
Team Lead
Real Page Philippines
11.2022 - 05.2023
Team Lead
24-7 Intouch Philippines
10.2021 - 10.2022
Team Lead (Service Desk, WFM, and Customer Service)
TechMahindra
08.2016 - 10.2021
Subject-Matter Expert
Alorica Philippines Incorporated
05.2013 - 07.2015
Distributor Sales Supervisor (Smart Communications)
Janray Techno Industries Corp
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 II
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