Paul Emmanuel Torres

 Paul Emmanuel C. Torres Contact Details Address: Block 9, lot 9 and 10, Lolita Village, Calanipawan, Tacloban City, Leyte Mobile No. :- Email:- Personal Particulars Age: 32 years Date of Birth: 29 April 1989 Nationality: Filipino Gender: Male Marital Status: Single Qualification/Educational Background Qualification: Bachelor of Science in Information Technology Institute/University: AMA Computer Learning Center Graduation Date: SY 2005 – 2007 Secondary: Leyte National High School Graduation Date: SY- Elementary: St. Therese Child Development Center Graduation Date: SY- Work Experience and Skillset Company Name: iSupport Worldwide Position Title: Sales Coordinator Specialization: Project Management Industry: Branded Merchandise Duration : 2019 - Current Work description: Interpretation then subsequent entry of data into the system. Project management of orders including proofing, logistics, and invoicing. Reporting progress and status of all projects to our sales partners. Handling email and phone correspondence with vendors and clients. Company Name: Infinit-O Computer Inc. Position Title: Supervisor Specialization: Customer Service/Workforce Management Industry: Sportsbook, Casino, Poker Duration :- Work description: Delegating Tasks to CS Team Leaders and agents. Monitoring and assessing the CS Team’s performance. Workforce management – Creating rotating schedules, plotting breaks and leaves, and monitoring attendance, including filing tardiness and absences for agents. Assisting the team by performing the tasks with them as necessary. Conducting training and development as needed. Completing necessary paperwork for the agents. Handling complaints from both the agents and the customers. Assisting HR in the process of hiring new CS personnel. Reporting to Senior Management as required. Company Name: Bayview Technologies Inc. Position Title: Elite Account Executive Specialization: Customer Service Industry: Sportsbook, Casino, Poker Duration :- Work description: Managed high-roller accounts, providing the best possible customer service, including financial transactions and bonus calculation. Promoted to OIC due to excellent and reliable performance and ability to generate new and better ideas. As OIC, acted primarily as an escalation manager, taking in chats, calls, or emails that require a higher level of authority. Oversaw the wellbeing of the shift being handled and ensured that SLAs are being met. This includes the monitoring of all communications with the other departments and the creation and updating of needed reports during and after the shift. Liaised with the numerous back office departments and served as a representative for the CS Department in meetings both online and face to face. Helped streamline numerous outdated and/or erroneous processes by getting feedback from the agents and creating drafts to be submitted to upper management for approval and eventual dissemination as the new and updated process that provided ease and accuracy for both the clients and the agents. Company Name: JP Morgan Chase Position Title: Senior Specialist II Specialization: Customer Service Industry: Bank Duration :- Work description: Played roles in Consumer Card Banking (CCB) and handled multiple product segments exclusive for consumers. Handled customer inquiries concerning all types of personal credit cards that the bank offers. Acted as a financial advisor to bank clients. Performed account management for customers and handled retention inquiries. Explained statements, account history, terms and changes in terms to customers. Computed and tallied balances, interest rates, fees and charges to customers. Explained consumer account features such as Blueprint and Rewards to customers. Resolved account disputes and billing discrepancies. Handled online account administration for customers. Performed roles in tracking and updating team metrics such as schedule adherence, real time survey returns, call handling time, etc. Assisted in facilitating meetings and discussions to cascade product updates, and policy and procedure changes. Company Name: West Business Services Position Title: Voice and Data Services Manager Specialization: Project Management Industry: BPO Duration :- Work Description: Ensured that projects were released/submitted within the agreed time frame and monitored the order to completion. Single point of contact between the customer/sales staff and the provisioning center. Provided support to the customer/sales staff by initiating escalations and making changes to orders as initiated by the customer/sales. Ensured that orders were completed within the standard interval set by the company. Sent touchpoint letters to customers/sales providing the current progress of the order. Worked with the customer/sales and provisioning to resolve errors that may delay the completion of orders. Provided support to several dedicated accounts and projects. Company Name:kgb_Philippines (formerly InfoNXX) Position Title: Training and Development Officer Specialization: Training and floor support Industry: Call Center / IT-Enabled Services / BPO Duration :- Work Description: Assisted in the training of new hires. Supervised the nesting stage of CSRs who passed training. Monitored the performance of 30 CSRs (1 Team) and provided coaching as needed. Provided SME assistance to the whole floor. Company Name:kgb_Philippines (formerly InfoNXX) Position Title: Customer Service Representative Specialization: Directory Assistance Industry: Call Center / IT-Enabled Services / BPO Duration :- Work Description: Answered inbound Directory Assistance calls for the UK market. Provided INFOfinder services for the UK