Summary
Overview
Work History
Education
Skills
Languages
References
Highlights
Timeline
Generic

Nicole Torres

Houston

Summary

Dedicated and adaptable Customer Service Manager with a passion for creating positive customer experiences, and building strong, efficient teams. Known for a hands-on leadership style, strong communication skills, and a solution-oriented mindset. Thrives in fast-paced environments, and takes pride in supporting both customers and staff to ensure smooth day-to-day operations.

Overview

7
7
years of professional experience

Work History

Customer Service Manager

Rubber Supply Company
02.2024 - Current
  • Respond to customer questions, complaints, and feedback in a timely manner.
  • Creating and implementing policies, standards, and procedures.
  • Ensuring that customer service staff meet performance standards, and providing opportunities for learning and upskilling.
  • Create daily purchase orders to fulfill customer-vendor invoices.
  • Apply credit memos and payments to invoices.
  • Provide support to other departments on how to follow procedures to help increase sales.
  • Provided HR administrative assistance to management team.
  • Scheduled meetings, appointments and travel arrangements for staff members.

Customer Service Rep.

Rubber Supply Company
12.2021 - 02.2024
  • Research and maintain data updated on new models of heavy equipment parts to ensure all customers are satisfied with our product.
  • Assist in direct sales, as well as indirect: online, email, and over-the-phone sales.
  • Arrange inbound, third-party, and collect LTL shipments across the country.
  • Generate formal sales quotes, invoices, and email customers to confirm their purchases.
  • Process online, check, and cash payments.
  • Input information daily into Excel to track products sold.
  • Assist outside salesmen with creating and processing quotes, invoices, shipments, and outsourcing products.
  • Update inventory daily, and upload reports to accurately reflect available products on company websites.
  • Gather and submit information to manufacturers on defective products for warranty claims.
  • Collaborated with team members to improve service quality and response times.
  • Provided product knowledge training to new customer service staff.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.

Call Center Agent

Pain Relief Network
06.2021 - 12.2021
  • Conducted over 50 outbound calls daily to qualify insured Texas residents for medical services.
  • Evaluate patients' medical and insurance information for treatment eligibility.
  • Facilitated virtual consultations, and managed charts for review by providers.
  • Maintained communication with doctors and patients to ensure timely care.
  • Managed high-volume calls while maintaining a professional demeanor.
  • Documented customer interactions accurately in the database system.

Assistant

Richard’s Roofing
01.2019 - 12.2021
  • Communicated project updates to clients and provided repair cost breakdowns.
  • Tracked employee hours and time-off records.
  • Maintain customers satisfaction through clear and proactive communication.
  • Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
  • Received and distributed mail, letters and packages.

Cashier

Mi-Tienda, HEB
05.2019 - 06.2021
  • Processed customer transactions, bagged items, and ensured positive checkout experiences.
  • Trained new hires to uphold high service standards.
  • Maintained accurate point-of-sale records.

Education

Associate of Arts -

Lone Star College
Houston, TX
01.2021

Skills

  • Time management
  • Goal orientation
  • Team collaboration
  • Customer service
  • Policy development
  • Performance evaluation
  • Problem solving
  • Effective communication
  • Attention to detail
  • Invoice processing
  • Product training
  • Relationship management
  • Bilingual: fluent in English and Spanish
  • QuickBooks, Excel, Microsoft

Languages

Fluent in English and Spanish

References

References available upon request.

Highlights

Top Performing Agent with 50+ patient enrollment, Leading Sales Rep my first year of being with Rubber Supply Company.

Timeline

Customer Service Manager

Rubber Supply Company
02.2024 - Current

Customer Service Rep.

Rubber Supply Company
12.2021 - 02.2024

Call Center Agent

Pain Relief Network
06.2021 - 12.2021

Cashier

Mi-Tienda, HEB
05.2019 - 06.2021

Assistant

Richard’s Roofing
01.2019 - 12.2021

Associate of Arts -

Lone Star College

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