Hector Torres, Mba Email & Phone Number

• Review orders for accuracy and completeness before shipment.• Processing and invoicing of domestic and/or international orders.• Resolve service inquiries to the satisfaction of the customer.• Participate in other projects as required.• Develop processes for CSR’s to develop workflow and training.• Manage back orders and manual allocations.• Back up department lead as necessary.

Kearny, New Jersey

• Coordinate recruitment process for customer engagement center • Create and manage monthly employee schedules based on forecast. • Manage and submit payroll on a bi-weekly basis.• Monitor daily performance through real time management.• Overlook customer engagement center of 80+ associates.• Report customer service and technical issues via Jira and implement ad hoc solutions to maintain a positive customer experience. • Resolve corporate escalations and deescalate live customer service issues via all platforms including phone calls.

• Direct a team of 25+ associates which include the Email, Chat and Social Media departments. • Designed and manage analytical templates via excel for performance evaluation of the team. • Identify quality problems or areas for improvement and recommend solutions to associates to ensure accuracy and effectiveness for email, chat and social media.• Resolve corporate escalations and deescalate live customer service issues.• Perform bi-weekly coaching sessions for each associate to discuss training and development opportunities.• Increased quality and productivity levels by monitoring service trends and introducing enhanced standard texts. • Conduct monthly team meetings to introduce new procedures and guidelines as well as too motivate and empower them.

Totowa, New Jersey

• Assist and train other associates on current information and procedures.• Handle minor escalated customer service related issues. • Monitor team’s internal emails to ensure requests are sent to the appropriate departments.• Monitor associates' emails/chats to ensure service quality. • Provide productivity reports to management team for review. • Create training guides and quick reference sheets to aid associates. • Sent acknowledgment emails to team to increase moral.

Totowa, New Jersey

• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.• Check to ensure that appropriate changes were made to resolve customers' problems.• Determine charges for services requested, collect deposits or payments, or arrange for billing.• Refer unresolved customer grievances to designated departments for further investigation.• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Woodland Park , New Jersey

• Greet customers and ascertain what each customer wants or needs.• Describe merchandise and explain use, operation, and care of merchandise to customers.• Recommend, select, and help locate merchandise based on customer needs and desires.• Compute sales prices, total purchases and receive and process cash or credit payment.• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.• Demonstrate use or operation of merchandise.• Ticket, arrange and display merchandise to promote sales.

Master Of Business Administration - Mba, Business Administration, Management And Operations

Bachelor Of Business Administration - Bba, Business, Management, Marketing, And Related Support Services