Juan Torres Email & Phone Number

Phoenix, Az, Us

San Francisco, California, United States

NerdWallet is on a mission to help provide clarity for consumers and SMBs so they can make financial decisions with confidence.I managed the support queues for NerdWallet's secured credit card and subscription services, acting as the go-to for resolving complex customer issues. I provided direct support to BPO agents, ensuring their responses were accurate and identifying areas where training was needed. Using data-driven insights, I identified trends and opportunities to improve support processes. Additionally, I contributed to multiple projects aimed at enhancing user engagement and overall support efforts.

Seattle, Washington, United States

Copper is a digital bank for teens built with the mission of creating a financially successful generation.I led a team of BPO and stateside support agents, overseeing their performance and ensuring quality standards were met. I created and delivered comprehensive training materials and handled escalated support inquiries/complex cases. I addressed formal complaints from regulatory bodies, such as the FDIC and CFPB, ensuring thorough investigation and documentation of all complaints. Additionally, I regularly analyzed customer metrics and fraud trends to produce detailed monthly reports for management. I also managed dispute and chargeback resolutions, ensuring compliance with Regulation E, and investigated suspicious accounts and transactions to prevent fraudulent activities.

Seattle, Washington, United States

I oversaw BPO agents to guarantee effective customer interactions and implemented a robust quality assurance program to evaluate both written and verbal communications. I also developed customer-facing content, including macros and FAQs, and improved the chatbot’s responses/self-service functions, resulting in a 60% containment rate. Additionally, I served as the primary point of contact for complex customer issues and utilized fraud detection software to monitor and investigate suspicious transactions.

Los Angeles, California, United States

Good Money is building modern financial products that help people achieve financial freedom, while doing good for the planet.In my role at Good Money, I provided real-time coaching and guidance to Tier 1 support agents while also addressing escalated customer inquiries through various channels, including phone, email, and social media. I led the development of detailed training materials for the support team and conducted weekly calibration meetings with the BPO team to review quality assurance scores and align with performance standards. Additionally, I performed KYC reviews for high-risk customers during onboarding and worked closely with the product and engineering teams to identify and fix app bugs, enhancing the user experience and boosting customer satisfaction.

Phoenix, Arizona, United States

Response Team 1 (Now Venturi Restoration) is a national leader in the emergency response, property reconstruction and renovation industries serving thousands of commercial, residential and multi-family customers.In my role at Response Team 1, I acted as the primary contact for existing and potential clients, expertly managing escalated issues to deliver timely resolutions and boost customer satisfaction. I conducted both phone and in-person consultations with commercial clients, identifying product alignment opportunities that contributed to increased sales. Additionally, I led the onboarding and training of new technicians, ensuring they followed operational standards and best practices. I carefully reviewed technician-submitted reports to ensure both accuracy and full compliance with company guidelines.