Erick Rey Torres
Binangonan,RIZ
Summary
Enthusiastic Senior Customer Service Representative with more than 7 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
TaskUs
Angeles City, Province Of Pampanga (Remote)
05.2023 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Technical Advisor
Concentrix Tri-star US Bridgetowne
Quezon City, Metro Manila, Philippines (Remote)
07.2022 - 12.2022
- Served as primary point of contact for triaging technical issues.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Reduced downtime and improved productivity with proactive troubleshooting and timely resolution of technical issues.
Operations Manager
GLV Call Center Management Services Binangonan, Rizal
12.2019 - 03.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Customer Account Executive
The Results Companies Cainta, Rizal
Cainta, Province Of Rizal
10.2017 - 03.2018
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Evaluated customers' potential needs to make appropriate recommendations.
- Developed and managed strong and growing pipelines of prospective small business customers.
- Managed sales cycle to maintain solid customer base.
- Leveraged CRM to collect, organize, and manage sales data and customer information.
Senior Customer Service Representative
WNS - United Airlines Eastwood, QC
10.2016 - 08.2017
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Helped senior managers make effective decisions based on current and accurate reporting.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Education
Bachelor's - Aeronautics (Aerospace Engineering)
PATTS College of Aeronautics
Sucat, Parañaque City10.2015
High School / GED -
Binangonan Catholic College
Binangonan, Rizal03.2012
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Call Control
- Database Management
- Account Management
- Staff Training
- Order Fulfillment
- Conflict Management
- Call center experience
- CRM Software
- Shipping and Logistics
Certification
- Certified Sales Professional
- Certified Manager Certification
Timeline
Senior Customer Service Representative
TaskUs
05.2023 - Current
Technical Advisor
Concentrix Tri-star US Bridgetowne
07.2022 - 12.2022
Operations Manager
GLV Call Center Management Services Binangonan, Rizal
12.2019 - 03.2021
Customer Account Executive
The Results Companies Cainta, Rizal
10.2017 - 03.2018
Senior Customer Service Representative
WNS - United Airlines Eastwood, QC
10.2016 - 08.2017
Bachelor's - Aeronautics (Aerospace Engineering)
PATTS College of Aeronautics
High School / GED -
Binangonan Catholic College