April Torres Email and Phone Number

Providing regular feedback to a team to assist with development, growth and appropriate adherence to guidelines, regulations, policies, and procedures.Dealing with people in a manner which shows sensitivity, tact, and professionalism, internally and externally.Assisting with training and orientation activities as needed or directedProviding information to employees on where and how information can be found.Assisting in training new associates, troubleshooting and problem resolution of issues.Ensured that all requests are prioritized, resolved within agreed timeframes, work-flow pipeline optimized, priorities identified early and issues escalated accordinglyProviding leadership, guidance, and support to a team of customer service representatives, and delivering superior customer service to all members both internally and externally through example.

Develop Strong relationships with key customers to build a trusted partnership.Capture key customer feedback and deliver to internal teamsWork Closely with team members and mentor othersFrequent customer engagement to share insights regarding success metrics, workflow and opportunities for growth.Build long lasting partnerships with other reps and operation management to improve systems and processes.

Answer and respond to incoming calls, emails, and incident tickets that are associated with software training in a timely mannerTrain customers on main software features, empowering them to become better usersIdentify issues that should be escalated to and work with the technical support team to resolve such issuesProactively reach out to existing customers to perform on-going product trainingWork with marketing team to identify and promote solutions to address the frustrations of potential and existing usersCollaborate with sales and customer success teams to bridge communication, creating a seamless and successful implementation processTeam up with technical support department to ensure efficient training sessionsFielding feature requests and working with engineering and software development team to drive product developmentIdentify methods for enhancing the value of the company’s software for each userManaging ticket queue and Distribute tickets to Customer Care Team Solve Tech support Tier 1 Technical issues