Christopher Torres Lopez Email & Phone Number

Managua, Nicaragua

- Monitor sales agents calls to ensure that quality standards are achieved. Interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues.- Demonstrated strong attention to detail, provided analytical and problem solving abilities.- Ensure that user expectations are met during the interaction.- Ensure ongoing compliance with quality and industry regulatory requirements.

Florida, Estados Unidos

Customer Service and Retention Specialist. - Answered phones and provided information about existing and new products. Achieved this by putting in practice a combination of listening and product knowledge skills to determine customers needs.- Processed new orders/changes/returns according to established company policy and procedures.- Provided advice regarding supplies, including price and availability.- Handled and resolved customer complaints by giving outstanding customer service, by keeping self control, being professional, providing effective communication, high persuasive skills, problem solving and most importantly building a strong relationship with customers so that they keep coming back for more business.

Managua, Nicaragua

Customer Service Representative |Tech Support 4/2016 to 1/2017Quality Analyst | 01/2017 to 08/2017Team Leader | 08/2017 to 11/2019 Billing/tech support and customer service.Additionally, Trainer Certification Since 09/2018- As a Quality Analyst was able to develop and execute test plans to ensure all objectives are met. - Implement and monitor preventative and corrective actions to ensure that quality assurance standards were met.- Compile and analyze statistical data.- Investigate customer complaints and product issues.- Provide constructive feedback. - As a team leader had to manage the day to day supervisory activities such as planning, staffing, new procedure implementation, team development, performance review, and optimization of duties.- Ensure client standards are clear, consistent, and integrated into all the team.- Work with upper management to make improvements to process, activities, and tools. - Verify new software and hardware training were being completed.- Manage follow-up reports tracking trends and behaviors.- Provide weekly feedbacks and action plan follow ups. Apply corrective actions based on performance or behaviors. - Verify payroll, compile and report OT, review and plan staff vacations, among others- As a trainer, evaluate the skills of employees to gauge where further training is needed. - Coordinate with client training programs to address skill gaps.- Coordinate new onboarding classes materials and programs.- Prepare new candidates for production floor, present and assist with client tools and systems. - Prepare new candidates for new positions, such as Special matter specialist, new Quality Analyst and new Team leaders, all these by using proper tools provided by client.

Managua, Nicaragua

Customer Service RepresentativeCoach track Trainee | 03/2012 to 05/2012Backoffice