Summary
Overview
Work History
Education
Skills
Languages
Timeline
AccountManager

Rosa Torres

Blackwood,NJ

Summary

Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.

Overview

8
8
years of professional experience

Work History

Client Service Manager

Expert Solar Pros
04.2022 - Current
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Kept accurate records to document customer service actions and discussions
  • Generated customer satisfaction surveys to analyze results into action plans

Customer Service Representative

CSAA Insurance Group
01.2022 - 04.2022
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered and managed over 60 customer calls per day with minimal wait times.
  • Met customer call guidelines for service levels, handle time and productivity
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about updates and changes.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Human Resources Administrative Assistant

ASL Transportation Group
10.2017 - 07.2020
  • Created and completed personnel action forms for hires, terminations, title changes and terminations.
  • Helped over 80 employees register for benefits programs using online portals.
  • Responded to employee inquiries regarding benefits and other HR topics.
  • Scheduled and coordinated interviews between hiring managers and potential candidates.
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Answered and redirected incoming phone calls for office.

Customer Service Representative

Mark IV Transportation
10.2015 - 10.2017
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered over 50 customer telephone calls promptly to avoid on-hold wait times.
  • Responded proactively and positively to rapid change.
  • Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
  • Expedited resolutions of shipping errors and packaging mistakes.
  • Maintained computer and physical filing systems.

Education

High School Diploma -

Camden Academy Charter High School
Camden, NJ
06.2009

Skills

  • Superior Computer Skills
  • Data Entry
  • Customer Service
  • Time Management
  • Problem Resolution
  • Microsoft Windows
  • Acuity Scheduling
  • Remote Communication- Zoom, GoToMeeting, Teams
  • Administrative Support
  • ADP workforce
  • Call Center Operations
  • Active Listening
  • Online Chat
  • Maintaining Employee Records
  • Administer Benefits Programs

Languages

Spanish

Timeline

Client Service Manager

Expert Solar Pros
04.2022 - Current

Customer Service Representative

CSAA Insurance Group
01.2022 - 04.2022

Human Resources Administrative Assistant

ASL Transportation Group
10.2017 - 07.2020

Customer Service Representative

Mark IV Transportation
10.2015 - 10.2017

High School Diploma -

Camden Academy Charter High School

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Rosa Torres