AMARILIS TORRES

Bilingual Customer Support & Chat Specialist

Car Wash Services | Remote

Provided real-time bilingual (English/Spanish) customer support via live chat and messaging platforms, assisting with service inquiries, memberships, billing, and promotions

Handled high-volume chat interactions while maintaining fast response times and a professional, friendly tone

Resolved customer concerns efficiently, including account issues, service complaints, and appointment coordination

Educated customers on car wash packages, upsells, and membership benefits to increase retention and satisfaction

Documented customer interactions, tracked cases, and managed customer data using Micrologic, Salesforce, and Workday

Utilized CRM and internal systems to monitor account activity, process updates, and ensure accurate service records

Collaborated with on-site teams to ensure seamless service delivery and quick issue resolution

Maintained strong written communication with proper grammar, clarity, and brand voice across all interactions

Consistently met or exceeded performance metrics including response time, resolution rate, and customer satisfaction scores.

• Responsible for screening and recruiting individuals for the People Services Department at Goodwill Columbus
• Interviewing and scheduling for Direct Support Professionals, Integrated Specialist, Training Specialist, Site Coordinators, Director of Asset & Risk Management and also for Grant Administrator
• Established partnership with the Columbus Metropolitan Library to conduct hiring events at all the various locations in Franklin County
• HR translator (Spanish) for all the various departments such as Leave of Absence, HR, Security, Custodial and any of the employees who need questions answered or paperwork processed
• Volunteered to attend many of the job fairs and hiring events throughout Franklin County that are arranged outside of Goodwill Columbus, and share information for different programs and benefits we offer through Work Force Development
• Sourced and screened candidates for various positions, ensuring a high-quality talent pool
• Developed effective sourcing strategies to attract passive candidates through online platforms, social media channels, and networking events
• Collaborated with hiring managers to understand their staffing needs and create job descriptions that accurately reflected position requirements
• Implemented diversity recruiting initiatives to ensure a diverse candidate pool for all open positions
• Facilitated new hire onboarding and orientation programs for smooth integration.
• Provided guidance on recruiting best practices to improve team efficiency and effectiveness.

• Working with Nordstrom as a LOA Coordinator I work various claims for nationwide employees
• Claims experienced in processing are: FMLA, Bereavement, Pregnancy, Bonding, Personal Leaves, Accommodation, Covid-19, Military, Workman's Comp, and Canada claims
• Establishing FMLA claims; tracks and codes documentation in accordance with internal workflow processes
• Analyzes FMLA claims to determine eligibility and certification in compliance with state and federal regulations
• Phone calls are made to employees to verify their first day absent and return to work date
• Collection, documenting and processing all medical documents received from doctors and employees to process claims
• Policies are always changing so meetings are conducted weekly with coworkers to ensure all is done correctly

• Achieved an average of 10 hires per month while maintaining quality standards for key roles within tight timelines
• Participated in career fairs and industry conferences to promote employer brand awareness among potential candidates
• Collaborated with hiring managers on workforce planning strategies based on projected business needs
• Reduced time-to-interview by 2 days through the implementation of an automated applicant tracking system

• Managed office communications and coordinated schedules for team members.
• Organized and maintained confidential files and records efficiently.
• Assisted in preparing reports and documentation for management review.
• Coordinated meetings, including logistics and agenda preparation.
• Maintained inventory of office supplies and processed procurement requests.
• Supported onboarding processes for new hires with training materials.
• Developed standard operating procedures to streamline administrative tasks.
• Facilitated communication between departments to enhance collaboration efforts.
• Answered phone calls and emails to provide information, resulting in effective business correspondence.
• Entered data into spreadsheets using Microsoft Excel or other similar programs.
• Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
• Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
• Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
• Updated contact lists regularly when changes occur in employee status or contact information.
• Proofread content for typo-free emails and documentation.

• Managed incoming and outgoing correspondence for the department.
• Maintained accurate records and files for veterans' services.
• Assisted staff with scheduling appointments and meetings efficiently.
• Processed documentation for veteran rehabilitation programs and services.
• Coordinated office supplies and inventory to ensure availability.
• Supported data entry tasks using departmental management systems.
• Communicated effectively with veterans regarding their inquiries and needs.
• Prepared reports and documentation for departmental reviews and meetings.
• Controlled and managed document processes by reviewing files, records, and critical information to confirm accuracy and comply with company policies and procedures.
• Ensured compliance with all applicable laws and regulations.
• Collected and coded various documents to prepare for filing, storage, and processing.
• Prepared agendas and arranged staff and board meetings.
• Strengthened operational efficiencies and traceability while developing organization systems for financial reporting, cash deposits, staff schedules, and merchandising.
• Performed clerical tasks by answering emails, ordering supplies, and organizing and cleaning workplace.
• Supported professionals by drafting meeting agendas and assisted with presentations.
• Coordinating travel arrangements for staff members.
• Generating weekly or monthly reports as requested by supervisors.
• Ordered office equipment and supplies after researching vendors and obtaining quotes.
• Maintaining records of petty cash transactions.
• Assisting with filing, photocopying, data entry, faxing, mailing and other administrative tasks.
• Responding promptly to customer inquiries via email or telephone.
• Keeping track of inventory levels in the office supply room.
• Delivered messages and ran errands.
• Trained staff members to perform work activities and use computer applications.
• Collected, counted and disbursed money to complete basic bookkeeping and banking transactions.
• Processed and prepared business or government forms and expense reports.