Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jessica N Torres

Brownsville,TX

Summary

Knowledgeable on ACCM with background as CSR Supervisor. Successfully managed and resolved customer inquiries and complaints, contributing to improved customer satisfaction. Demonstrated effective team leadership and strong problem-solving skills.

Overview

11
11
years of professional experience

Work History

CSR Supervisor

Teleperformance
07.2014 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Conducted regular performance reviews for continuous improvement of CSR team members.
  • Promoted a positive work environment by fostering open communication among the CSR team members.
  • Coordinated schedules to ensure optimal staffing levels during peak call volume periods.
  • Spearheaded quality assurance initiatives, leading to consistent delivery of excellent customer service standards.
  • Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
  • Facilitated regular training sessions for the CSR team, ensuring their skills remained current and relevant in the industry.
  • Monitored call quality using designated software platforms, identifying areas where improvements could be made.
  • Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
  • Developed and implemented performance metrics to monitor and evaluate CSR team success.

Cashier Team Lead

Ross Dress for Less
10.2018 - 03.2020
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
  • Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
  • Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.

Education

GED -

Lopez High School
Brownsville, TX

Skills

  • Customer service
  • Team leadership
  • Problem-solving
  • Positive attitude
  • Punctual and reliable

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Cashier Team Lead

Ross Dress for Less
10.2018 - 03.2020

CSR Supervisor

Teleperformance
07.2014 - Current

GED -

Lopez High School

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Jessica N Torres