Salvador Torres
El Paso,TX
Summary
Dedicated Customer Service Specialist skilled in prioritizing and multi-tasking in a fast-paced environment. A valuable team member who consistently achieves personal and business goals. Recognized for effectively resolving escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative II
Texas Workforce Commission Records Management Center
El Paso , TX
11.2023 - Current
- Provide exceptional support by taking inbound calls from customers seeking assistance with unemployment claims processing. I demonstrate strong listening, interpersonal, and communication skills, ensuring that I accurately address customers' needs by completing regular Texas claims, combined wage claims, military, federal claims, and process special program claims for disaster while maintaining a professional, pleasant, and respectful telephone demeanor to deliver a consistent positive customer experience. Provide some assistance for inquiry calls by asking the necessary relevant open-ended questions to gather all the facts needed to be able to provide the appropriate solution. Use relevant tools such as CAST to submit the correct Telecenter ticket to purge a claim or provide the customer with an update on a pending ticket. Assisted customers with online login issues with UBS and WIT websites by successfully resetting the password and assisting by helping them navigate to successfully reset pin number and enroll in electronic correspondence online. Submit customer backdate requests by creating appropriate case and ruling on it accordingly, initiate wage investigation, determine alternate base period, add wages and screen for fraud. I am a detail-oriented, adaptable problem solver with a proven track record of good judgment and decision making at work, with predictable and reliable attendance. Demonstrated strong organizational skills and I am open to receiving and implementing feedback in a timely manner.
Customer Service Supervisor
Verizon Wireless
El Paso , TX
01.2020 - 10.2023
- Led and managed a diverse team of customer service representatives, orchestrating seamless service delivery and ensuring superior customer experiences
- Championed performance optimization and efficiency metrics through strategic coaching and personalized development plans, resulting in consistently successful results.
- Cultivated an empowering and inclusive work environment, fostering employee engagement, collaboration, and crossfunctional synergy to enhance overall team performance.
- Analyzed data and collaborated with other departments to implement targeted coaching and development initiatives, while leveraging tools that boosted performance, productivity, and efficiency.
- Delivered consistent and timely coaching sessions to drive growth and ensure measurable improvements in team performance.
Technical Support Supervisor
Verizon Wireless
El Paso , TX
10.2018 - 01.2020
- Led a chat tech support team, providing exceptional assistance to wireless customers with voice, data, text, and video services.
- Expertly troubleshooting hardware, software, applications, network, and device-related issues while delivering prompt and accurate answers to customer tech inquiries via chat.
- Consistently delivered on performance measures, exceeding expectations and continuously identifying innovative ways to elevate team performance.
Education
Some College (No Degree) - Electrical Engineering
University of New Mexico
Albuquerque, NMSkills
- Leadership and Team Management
- Customer Experience Optimization
- Coaching and Development
- Data analysis and Insights
- Cross-Functional Collaboration
- Performance Metrics and Reporting
- Employee Engagement and Inclusivity
- Problem-Solving and Decision Making
- Communication and Interpersonal Skills
- Fluent in English and Spanish
Languages
Spanish
Professional
Accomplishments
- Consistently receive positive customer reviews.
Timeline
Customer Service Representative II
Texas Workforce Commission Records Management Center
11.2023 - Current
Customer Service Supervisor
Verizon Wireless
01.2020 - 10.2023
Technical Support Supervisor
Verizon Wireless
10.2018 - 01.2020
Some College (No Degree) - Electrical Engineering
University of New Mexico
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