James Torres
Virtual Assistant | Customer & Technical Support | Lead Automation Specialist
Makati City
Summary
Dynamic professional with a robust background in managing client relationships and driving exceptional customer satisfaction. Proven expertise in communication, problem-solving, and strategic planning, complemented by a strong ability to foster team collaboration and adapt to evolving business needs. Highly skilled in utilizing CRM software and conflict resolution techniques to enhance customer loyalty through tailored solutions. Committed to delivering results that exceed expectations and contribute to organizational success.
Overview
9
9
years of professional experience
Work History
Client Success Support | Zapier & CRM Integrations
Easy Button Leads
01.2023 - 01.2025
- Managed Zapier integrations for 100+ clients, connecting Easy Button Leads with CRMs
- Handled onboarding, setup, and troubleshooting for smooth lead flow
- Delivered client support, resolving issues and ensuring high satisfaction
- Supported real estate investors through Slack, email, text, and Zoom meetings
- Strengthened client relationships with timely and clear communication
Appointment Setter
SimpSocial
01.2022 - 01.2023
- Scheduled appointments for U.S. car dealerships through calls and texts
- Improved trade-ins by engaging leads and boosting appointment rates
IT Service Desk Specialist
Infosys BPM
01.2021 - 01.2022
- Receive and prioritize service requests and incidents from end-users via phone, email, or ticketing systems
- Troubleshoot and apply solutions to resolve issues promptly, escalating complex problems when necessary, while ensuring accurate ticket documentation
- Deliver exceptional customer service as the first point of contact for end-users. Listen actively to understand users' concerns, provide updates on request progress and expected resolution times, and offer workarounds when possible. Maintain a polite, empathetic, and patient approach in all interactions.
Technical Support Expert for Business
iQor Philippines
01.2018 - 01.2020
- Interact with business customers via phone, email, or chat to troubleshoot technical issues, provide timely solutions, and assist with the T-Mobile account management for a positive customer experience.
Technical Support Representative
Telus International Philippines
01.2016 - 01.2018
- Provide exceptional client service by assessing and addressing customer needs, delivering outstanding support, and achieving high levels of customer satisfaction through various communication channels (phone, email, chat, tickets).
Education
Bachelor of Science - Electronics and Telecommunications Technology
University of Makati
Philippines01.2014
Skills
Customer Service & Technical Support
References
- Dan, Holland, Head of Operations, dan@easybuttonrealestate.com, Easy Button Real Estate
- Tony, P. Butler, COO / President, Tony@easybuttonleads.com, Easy Button Real Estate
Timeline
Client Success Support | Zapier & CRM Integrations
Easy Button Leads
01.2023 - 01.2025
Appointment Setter
SimpSocial
01.2022 - 01.2023
IT Service Desk Specialist
Infosys BPM
01.2021 - 01.2022
Technical Support Expert for Business
iQor Philippines
01.2018 - 01.2020
Technical Support Representative
Telus International Philippines
01.2016 - 01.2018
Bachelor of Science - Electronics and Telecommunications Technology
University of Makati