Diana Torres
San Antonio,TX
Summary
Bilingual communication specialist with expertise in sales, customer service, and technical support, fluent in English and Spanish. Proven track record of building strong client relationships and exceeding sales targets through effective appointment setting and promotional strategies Exceptional ability to understand customer needs and deliver tailored solutions that enhance satisfaction and foster loyalty. Experienced in maintaining high-quality service while ensuring compliance with confidentiality guidelines. Committed to improving user experiences and contributing to team success in fast-paced environments. Currently pursuing a Bachelor of Science in Criminal Justice with a solid foundation of 45 credits earned.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Appointment Setter
Lux Energies
2022.01 - 2023.02
- Set appointments with salespeople and potential customers.
- Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
- Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
- Traveled to different cities to meet clients and promote solar energy solutions, showcasing proactive approach to sales.
- Create and managed personalized schedule to optimize productivity and client engagement.
Content Moderator
Facebook
2020.01 - 2022.01
- Maintained high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Reduced response time for content review, ensuring safer online environment for users.
Telephone Banking Specialist/Fulfillment Expert
BBVA Compass Bank
2016.03 - 2020.01
- Maintained strict adherence to regulatory guidelines concerning confidentiality of customer data while processing sensitive information over phone calls.
- Delivered exceptional customer experiences by maintaining up-to-date knowledge on bank policies, products, and services.
- Assisted clients in navigating online banking platforms to ensure seamless access to their accounts and services.
- Collaborated effectively with other departments, such as credit card services or loan processing units, to ensure seamless customer experiences across various touch points.
- Opened new accounts and made changes to existing accounts.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Cross-sold credit cards, loans and other bank products.
- Processed applications for new accounts.
Travel Consultant
Bank of America
2015.03 - 2016.03
- 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.
Technical Support Representative
Verizon Wireless
2013.02 - 2015.02
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Assisted customers in adding new lines and starting brand new service, ensuring a comprehensive understanding of Verizon's offerings.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Some College (No Degree) - Criminal Justice
St. Philip's College
San Antonio, TX 2015.01 - 2019.01
Skills
- Bilingual Communication: Fluent in English and Spanish enabling effective communication with a diverse customer base
- Costumer service Excellence: Prove ability to provide exceptional service, resolve inquiries and foster positive relationships with clients
- Sales Expertise: Experience in scheduling appointments and promoting products; skilled in closing sales and achieving targets
- Active Listening: Strong ability to understand customer needs and preferences, ensuring tailored solutions and satisfactions
- Relationship Building: Effectively build report with clients, resulting in increased customer loyalty and repeat business
- Problem Resolution: Quick to address customer concerns, offering solutions that meet their needs and enhance overall satisfaction
Timeline
Appointment Setter
Lux Energies
2022.01 - 2023.02
Content Moderator
Facebook
2020.01 - 2022.01
Telephone Banking Specialist/Fulfillment Expert
BBVA Compass Bank
2016.03 - 2020.01
Travel Consultant
Bank of America
2015.03 - 2016.03
Some College (No Degree) - Criminal Justice
St. Philip's College
2015.01 - 2019.01
Technical Support Representative
Verizon Wireless
2013.02 - 2015.02
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