April Torres
Summary
Experienced Customer Service Representative with a track record of resolving complex inquiries and enhancing customer satisfaction. Strong communication skills, problem-solving abilities, and adaptability to fast-paced environments drive success. Demonstrated ability to improve team productivity.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Verita Global
Los Angeles, California
01.2025 - Current
- Resolved customer inquiries via phone and email, providing timely and effective support to enhance customer experience.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Recorded customer interactions in company database, ensuring accurate service history for improved follow-up.
- Guided clients through online systems, facilitating access to services for better user engagement.
- Reviewed files, records, and other obtained documents to respond to customer requests.
Customer Service Representative
P.R.W.T Service Inc.
Los Angeles, CA
03.2022 - 12.2024
- Provided timely, courteous assistance to motorists via phone, addressing inquiries related to parking violations, payment options, and complaints.
- Resolved issues effectively, contributing to high customer satisfaction.
- Managed multiple tasks in high-volume environment, balancing phone inquiries with administrative duties.
- Trained new staff on customer service protocols and company policies to ensure consistent service delivery.
- Work closely with peers and supervisors to meet service level agreement and contribute to a positive team atmosphere.
- Accurately process, document, and ensure adherence to company policies and procedures.
CSR
Global Paratransit
Los Angeles, CA
03.2022 - 12.2023
- Delivered customer service support via phone and email, resolving inquiries promptly to enhance customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified customer needs, providing tailored solutions to improve overall service experience.
- Identified customer needs and provided appropriate solutions.
- Developed strategies to improve quality of customer service delivery, resulting in increased customer loyalty.
- Researched required information using available resources.
Problem Solver
Amazon
Los Angeles, USA
05.2021 - 02.2022
- Documented problem resolution processes and developed training materials to enhance onboarding for new staff.
- Evaluated processes and policies to pinpoint areas for improvement and streamline operations.
- Created reports detailing problem-solving techniques applied in specific cases to support knowledge sharing.
- Created detailed reports outlining problem solving techniques used in specific cases.
CSR
U Haul Co
Palmdale, CA
05.2018 - 11.2020
- Delivered customer service support via phone and email, ensuring timely resolution of inquiries.
- Consulted with customers regarding needs and addressed concerns.
- Processed orders, forms, applications, and requests.
- Maintained comprehensive records of customer interactions and transactions to inform future support.
- Performed account maintenance activities such as updating client information in databases.
- Collaborated with cross-functional teams to resolve complex customer account issues, enhancing overall customer satisfaction.
Education
High School Diploma -
Antelope Valley Adult School
Skills
- Customer service
- Complaint Handling
- Call Management
- Appointment Scheduling
- Scheduling
- Conflict resolution
- Data Entry
- Account Updating
- CRM Software
- Database management
References
References available upon request.
Languages
Spanish
Timeline
Customer Service Agent
Verita Global
01.2025 - Current
Customer Service Representative
P.R.W.T Service Inc.
03.2022 - 12.2024
CSR
Global Paratransit
03.2022 - 12.2023
Problem Solver
Amazon
05.2021 - 02.2022
CSR
U Haul Co
05.2018 - 11.2020
High School Diploma -
Antelope Valley Adult School