Juan Carlos Torres
Customer Service
Los Angeles,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Staffmark
04.2022 - Current
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained and managed customer files and databases.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Security Professional
Security Industry Specialists
03.2021 - 04.2022
- Oversaw credentialing activities for all employees, contractors and consultants.
- Drafted reports of property damage, theft, accidents, and unusual occurrences to document daily activities and irregularities.
- Supervised grounds, employee entrances, and exits and security officers on duty.
- Managed and supported organization-wide privacy and security management measures.
- Provided safety reports and data analysis to building managers to inform security processes.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Recorded incident reports with detailed accounts of occurrences.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Performed guard duties by making judgment decisions within proper policy and procedures.
Security Specialist
Metcalfe Security Inc.
01.2020 - 01.2021
- Managed and supported organization-wide privacy and security management measures.
- Oversaw software configurations and updates for 4 systems across 4 departments.
- Monitored CCTV cameras and alarm systems for security breaches.
- Responded quickly to emergency situations to assess and deflect issues.
- Conducted training sessions for new security personnel to facilitate compliance with security protocols.
- Examined doors, windows and gates to verify security.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Wrote detailed reports of all security breaches and investigations.
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Performed guard duties by making judgment decisions within proper policy and procedures.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
Customer Service Representative
RemX Specialty Staffing
04.2017 - 08.2018
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded proactively and positively to rapid change.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Cross-trained and backed up other customer service managers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and team productivity by promoting operational best practices.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Mailroom Clerk
Swiss Post
02.2015 - 04.2017
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Updated and maintained mailing lists and customer records.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Upsold postal services like insurance and tracking.
- Assisted with implementing new mailroom systems and training staff to improve operations.
- Labeled, weighed and processed mail and packages for efficient distribution.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Distributed mail on foot to residences and businesses, delivering to approximately 40 customers per shift.
- Developed strategies to speed up mail mail sorting and delivery processes.
- Operated postage meters, mail sealers and labeling machines.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Proved successful working within tight deadlines and a fast-paced environment.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Checked for correct postage and address on mail, packages and parcels to avoid sending to wrong recipient.
- Maintained mailroom supply inventories, purchase orders and vendor supplies.
Inventory Specialist
OfficeTeam
01.2014 - 01.2015
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Stocked designated items on shelves, end caps and displays.
- Supervised and trained new staff in performing census.
- Supervised inventory cycle counting processes, accounting and surplus records, product damages and product returns.
- Completed inventory accounts to keep records current and promote accurate ordering.
- Monitored packaging supply inventory and proactively requisitioned materials to avoid shortages.
- Orchestrated effective materials management with strong stock rotation strategies, new order placements and shipping inspections.
- Transported merchandise pallets to move in warehouse.
- Safely and securely loaded items to prevent damage during transport.
- Followed orders precisely for correct items, sizes and quantities.
- Tracked accumulated hours and dollar amounts charged to each client job to calculate client fees for professional services such as legal or accounting services.
- Planned and scheduled projects and directly performed installations.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools and supplies.
- Marked stock with identification tags and labels to outline information such as storage locations.
- Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
Records Clerk
First Federal Bank Of California
10.2007 - 12.2014
- Classified documents according to specified guidelines.
- Provided training to new records clerks to improve knowledge and skills.
- Maintained accuracy of records by verifying accuracy of data in records.
- Identified and resolved filing discrepancies.
- Improved physical and digital filing systems with enhancements to organizational strategies.
- Created reports, correspondence and spreadsheets with Microsoft Office programs.
- Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
- Archived and disposed of documents according to established policies.
- Compiled, sorted and filed high volume of documents.
- Coordinated with various departments to support cross-functional needs.
- Tracked file removals and coordinated on-time returns.
- Retrieved file information and made copies for authorized users.
- Assisted with typing, data entry, and answering incoming calls as required.
- Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
- Operated office equipment to scan and copy documents.
- Maintained organized filing system to facilitate easy retrieval of documents.
- Transferred inactive records to storage to free up space and preserve history.
- Added and updated records with current materials.
- Created and maintained electronic filing system for quick and easy retrieval of records.
Mailroom Clerk
Pitney Bowes Management Services
04.2005 - 10.2007
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Updated and maintained mailing lists and customer records.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Upsold postal services like insurance and tracking.
- Assisted with implementing new mailroom systems and training staff to improve operations.
- Labeled, weighed and processed mail and packages for efficient distribution.
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Developed strategies to speed up mail mail sorting and delivery processes.
- Performed routine maintenance on equipment to prevent downtime.
- Operated postage meters, mail sealers and labeling machines.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Proved successful working within tight deadlines and a fast-paced environment.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Checked for correct postage and address on mail, packages and parcels to avoid sending to wrong recipient.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
- Inspected mail for damages and took appropriate action to deliver in good condition.
- Maintained high level of confidentiality with mail items in line with regulations.
- Operated postal machines, including postage meters and mail-processing machines.
- Maintained mailroom supply inventories, purchase orders and vendor supplies.
- Maintained clean and organized mail room to promote safety and efficiency.
- Used automated mail processing equipment to sort and collate mail.
Education
No Degree - Medical Assisting
UEI College
Huntington Park, CA09.2023
Associate of Arts - Secretarial Studies And Office Administration
Los Angeles City College
Los Angeles, CA01.1999
High School Diploma -
Ulysses S. Grant Senior High School
Van Nuys, CA06.1996
Skills
- Carrier Relations
- Adobe Dreamweaver
- Process Optimization
- Data Evaluation
- Customer Service
- Customer Order Management
- Valid Driver's License
- Creative Solutions
- Microsoft Office
- High-Volume Call Environments
- Ability to Work Independently
- Administrative and Office Support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Specialist
Staffmark
04.2022 - Current
Security Professional
Security Industry Specialists
03.2021 - 04.2022
Security Specialist
Metcalfe Security Inc.
01.2020 - 01.2021
Customer Service Representative
RemX Specialty Staffing
04.2017 - 08.2018
Mailroom Clerk
Swiss Post
02.2015 - 04.2017
Inventory Specialist
OfficeTeam
01.2014 - 01.2015
Records Clerk
First Federal Bank Of California
10.2007 - 12.2014
Mailroom Clerk
Pitney Bowes Management Services
04.2005 - 10.2007
No Degree - Medical Assisting
UEI College
Associate of Arts - Secretarial Studies And Office Administration
Los Angeles City College
High School Diploma -
Ulysses S. Grant Senior High School
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