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.

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.

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.

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.

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.

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