Arelis Torres
Chelsea,MA
Summary
To become an asset within the company or institution in diverse areas while sharing my knowledge and skills.
Overview
10
10
years of professional experience
Work History
Tier 2 MEMBER SERVICES REPRESENTATIVE
WHOOP INC
11.2021 - Current
- Resolve client issues in an acceptable time frame via email, phone, and chat.
- Meet or exceed the department’s metric-driven goals and KPIs (FCR, CSAT, SLAs, etc.)
- Follow company guidelines while thinking quickly to offer solutions to meet the customer’s needs
- Provide onboarding product demos via phone and video to new members
- Provide clear documentation of all cases
- Ability to leverage multiple applications (Zendesk, Stripe,Salesforce, Admin Console, UPS)
- Be actively accessible, available, and responsive to customers, peers, and management during the duration of assigned work hours
- Meet attendance and punctuality expectations while properly recording work hours in the Company timekeeping system
PERSONAL TRAINER
Gimnasio
07.2017 - 10.2021
- Designed specific workout systems for individual clients based on performance ability.
- Trained clients during strength training, cardio vascular exercise and stretching.
- Developed, planned and led personal and group fitness sessions as well as well-known specialty fitness programs.
- Explained exercise modifications and contraindicated movements to participants with history of injury.
TRAINER/QUALITY MANAGER
Soluciones Omfri
Dominican Republic
02.2015 - 05.2017
- Listen to calls and evaluate agents according to quality measures.
- Document all coachings and observations.
- Interview new prospects for retention team.
- Train new hires accordingly.
Trainer\Quality Analyst
Alorica
Dominican Republic
08.2014 - 02.2015
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored inbound and outbound calls made by Number employees to provide constructive feedback.
Office Assistant
Bob's Discount Furniture
01.2008 - 09.2009
- Update delivery and order system.
- Enter customer application information in the system.
- Contact customers to schedule or reschedule deliveries
- Verified accuracy of business records by consistently updating customer information.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Handled client correspondence and tracked records to foster office efficiency
- Executed record filing system to improve document organization and management.
- Delivered clerical support by handling range of routine and special requirements.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Interacted with customers by phone, email or in-person to provide information.
Education
Certification Massage Therapy -
Lincoln Technical Institute - Edison
Iselin, NJHigh School Diploma -
FRANKLIN HIGH SCHOOL
Somerset, NJSkills
- Client Rapport-Building
- Account Management
- Handling Customer Complaints
- Customer Inquiries
- Staff Training
- Team Collaboration
- Quality Inspections
- Creating Positive Experiences
- Product Training
- Excellent Communication
- Problem Resolution
- Listening Skills
- Product and Service Solutions
- Attention to Detail
- Quality Assurance Evaluation
- Customer Support
- Inbound Calls
- Performance Feedback
- Call Center Operations
- Trained in Salesforce
- Documentation
- Membership Inquiries and Renewals
Languages
Spanish
Native or Bilingual
Timeline
Tier 2 MEMBER SERVICES REPRESENTATIVE
WHOOP INC
11.2021 - Current
PERSONAL TRAINER
Gimnasio
07.2017 - 10.2021
TRAINER/QUALITY MANAGER
Soluciones Omfri
02.2015 - 05.2017
Trainer\Quality Analyst
Alorica
08.2014 - 02.2015
Office Assistant
Bob's Discount Furniture
01.2008 - 09.2009
Certification Massage Therapy -
Lincoln Technical Institute - Edison
High School Diploma -
FRANKLIN HIGH SCHOOL