Shell Torres
Boston,MA
Overview
4
4
years of professional experience
Work History
Customer Support Specialist
Bindable
Boston, MA
09.2021 - Current
- Manage and improve the customer support system (Zendesk) to ensure quick responses, good teamwork, and the meeting of service targets.
- Use project management methods to track and solve support tickets efficiently.
- Test and fix technical problems while keeping customers informed throughout the process.
- Work with partners by coordinating between internal teams and outside companies to meet shared goals.
- Check the quality of partner setups, including reviewing designs, and testing live systems.
- Create and improve ways to handle support requests.
- Track and review support metrics and trends.
- Help test how different systems work together.
- Create and update documentation for processes and testing.
- Study problems, and find technical solutions.
- Suggest platform improvements based on user feedback.
- Review support patterns, and create help guides based on what users need.
Customer Service Advocate
Bindable
Boston, MA
09.2022 - 01.2023
- Managed policy changes for over 200 insurance clients, including updates to vehicles, drivers, and coverage.
- Reviewed policies with clients to find ways to save money through discounts and better coverage options.
- Handled payments and billing changes with no errors
- Suggested and added better coverage options based on what each client needed.
- Worked with car dealerships, banks, and mortgage companies to keep policies running smoothly.
- Processed all required paperwork, including vehicle registration forms, and policy renewals.
- Kept client information up to date, including contact details and policy information.
- Reached out to clients about payments and renewals, keeping 95% of clients with the company.
- Handled incoming mail about policies, cancellations, and registration renewals.
- Helped transfer clients between departments and insurance companies while maintaining good service.
Information Technology Intern
Novartis Institute for Biomedical Research (NIBR)
Cambridge, MA
08.2020 - 01.2021
- Provided technical support for various systems including Mac computers, HP devices, printers, Microsoft Office, Adobe Creative Cloud, Safari browser, Apple security features, and iPhones/iPads.
- Set up computers for new users by reinstalling operating systems and necessary software.
- Installed and configured desktop software and connected devices like printers and monitors.
- Provided friendly and helpful customer service while teaching users how to use their technology.
- Worked with team members to solve basic technical problems using Java programming.
- Kept track of office technology equipment including keyboards, phones, and storage devices.
- Maintained accurate records of all technology equipment and followed compliance requirements.
- Attended training sessions and worked with colleagues to learn better ways to solve technical problems.
Education
Some College (No Degree) - Data Science
Bunker Hill Community College
Charlestown, MASome College (No Degree) - Information Technology
Roxbury Community College
BostonSkills
- Verbal and written communication
- Quality assurance
- Problem-solving
- Issue troubleshooting
- Email management
- Adaptability and flexibility
- Data entry
- Customer service excellence
- Team collaboration
- Time management
- Multitasking and organization
- Payment processing
Timeline
Customer Service Advocate
Bindable
09.2022 - 01.2023
Customer Support Specialist
Bindable
09.2021 - Current
Information Technology Intern
Novartis Institute for Biomedical Research (NIBR)
08.2020 - 01.2021
Some College (No Degree) - Data Science
Bunker Hill Community College
Some College (No Degree) - Information Technology
Roxbury Community College
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