John Torres Email & Phone Number

Taguig, National Capital Region, Philippines

● Facilitated initial support related to FactSet software, network, and systems issues raised by clients.● Demonstrated proficiency in utilizing Salesforce as a helpdesk ticketing tool to efficiently track, manage, and resolve client cases.● Followed standard operating procedures and best practices to maintain high-quality customer service.● Coordinated with various internal teams, including Client Solutions, Sales, and Product Development to provide prompt resolutions and an integrated client experience.● Assisted in developing custom models and screens on the FactSet Workstation and educated clients on its usage to address their financial queries.● Provided training and created helpdesk resources to empower clients in troubleshooting and resolving minor issues independently.● Kept up-to-date with the latest developments in FactSet products and the competitive market environment.● Shared constructive feedback for continuous improvement of service delivery, contributing positively to performance evaluations.● Met set targets and performance goals through high motivation and a commitment to client service excellence.SkillsService Desk Management • Salesforce (ticketing and case management) • Client Support • Workflow Optimization • Collaboration and Teamwork • Product Development • Training and Development • Competitive Market Analysis • Problem Solving • FactSet Workstation • Financial Data Analysis • Portfolio Analytics • Microsoft Excel

Metro Manila, National Capital Region, Philippines

● Acted as the main point of contact for customers requesting assistance with technical issues related to products and services.● Gathered information on customer issues and analysed data to pinpoint root problems.● Diagnosed and resolved technical issues involving Internet connectivity, Wi-Fi network, routers, VoIP, email, application downloads, and smart devices.● Utilised a number of resources, including technical knowledge bases and system documentation, to research and resolve issues.● Developed time management and organisational skills, coordinating technician visits and monitoring follow-up schedules.● Maintained current knowledge of system info, changes, and updates through mandatory training sessions.● Adapted to evolving technological landscape and team structure, maintaining stable performance under pressure.● Embodied open communication and receptiveness towards constructive coaching to achieve performance objectives.● Prioritised empathy and active listening in customer interactions to understand and address their concerns effectively.● Hands-on experience with different devices, including routers, tablets, smartphones, and Wi-Fi extenders.● Proficiency in using remote support tools for efficient troubleshooting and user assistance.● Demonstrated accurate written and spoken communication skills, upholding proper grammar and phone etiquette.

Metro Manila, National Capital Region, Philippines

● Acted as the first point of contact for customers, addressing inquiries and concerns to increase satisfaction levels.● Utilised ticketing systems to effectively manage customer inquiries and track resolution progress.● Reviewed customer interactions, and activity reports to detect and resolve issues in a timely manner.● Maintained an in-depth understanding of the company's products, services, and systems to effectively handle complaints and concerns.● Investigated sensitive customer service complaints, delivering prompt and satisfactory resolutions.● Kept updated with telecommunication product promotions, payment policies, and security practices.● Utilised sales skills to recommend suitable telecommunications products based on customer needs and preferences, leading to increased sales.● Educated customers on product features and service offerings, fostering informed product usage.● Provided exceptional phone support, consistently prioritising excellent service and customer care.

Metro Manila, National Capital Region, Philippines

● Engaged professionally and amicably with prospective and existing customers to understand their needs and preferences.● Represented the brand at promotional events and marketing initiatives, boosting brand awareness and attracting potential customers.● Acted as a subject matter expert for the brand, providing informed replies to advanced queries.● Communicated with potential investors, explaining the brand's value and potential returns.● Addressed customer inquiries and concerns through various modes including in-person, over the phone, and on social media platforms.● Promoted the brand through social media accounts, creating engaging content targeted at the brand's demographic.● Collected customer feedback and relayed crucial points to the marketing team for strategy adjustments.● Scheduled, organized and attended promotional events outside regular office hours, ensuring smooth ingress and egress.

Metro Manila, National Capital Region, Philippines

● Prepared detailed repair plans for Toyota vehicles, ensuring adherence to Toyota's repair standards.● Operated diagnostic/alignment tools for vehicle system checks, identified and rectified malfunctions.● Conducted vehicle inspections, uncovered defective parts for skilled repair or replacement.● Conducted regular diagnostic checks on Toyota vehicles to maintain system functionality and reliability.● Conducted scheduled services as per OEM recommendations, including tasks like oil changes and tune-ups.● Trained juniors on Toyota-specific repair processes.● Utilized specialized tools like OBD for electronic and computer control systems checks.● Executed routine maintenance tasks and made necessary repairs and replacements to parts.● Repaired and replaced brakes, engine components, and suspension systems following Toyota's repair standards.● Provided superb customer service, effectively communicating with customers about their vehicles' issues and repairs.● Maintained a clean and organized work environment keeping aligned with Toyota's quality standards.● Kept updated with new technologies, products, and repair procedures related to Toyota vehicles.● Documented all completed works and provided after-sales support.● Adhered to all Toyota safety and quality standards during repair tasks.Certifications: Certified Toyota Technician

Automotive Servicing Nc Ii, Automobile/Automotive Mechanics Technology/Technician

The Automotive Servicing NC2 course is a technical vocational course that covers the following topics: • Automotive technology • Engine.

Bachelor Of Science In Business Administration, Major In Operations Management