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.

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.

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.

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.

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.