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.

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.

• 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.

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.

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.

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

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