Maricho Torres
Summary
Proven leader in service delivery and technical support, notably at CTC Global Pte Ltd., where I spearheaded initiatives to enhance customer satisfaction and streamline service operations. Skilled in data analytics and incident management, I excel in fostering teamwork and collaboration, achieving significant improvements in service quality and efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
CTC Global Pte Ltd.
12.2023 - Current
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Team Leader
Recruit Express Pte Ltd
11.2022 - 12.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Generate Daily/Monthly reports
- Monthly validation checks for each ID Admin
- Updated ID Admin Roster and Attendance daily
- Updated relevant documents/information for ID Admin's reference
Customer Care Specialist
Iron Mountain Pte Ltd
01.2019 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
Technical Support Specialist
Lexmark Research & Development Corp.
05.2012 - 10.2018
- Improved customer satisfaction by efficiently resolving technical issues (both software and hardware related) and providing timely support
- Troubleshot all types of print quality issues, and networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly
- Resolved and handled at least 50 support inquiries per day via phone calls, chats, or emails
- Processed onsite repair requests/tickets for issues that cannot be resolved over the phone
- Assisted onsite technicians by doing walkthrough in installing/replacing printer hardware/s
- Documented support interactions for future reference.
Technical Support Representative
Stream Global Services Inc. (BPO)
02.2008 - 05.2012
- Provided phone assistance to customers in troubleshooting and fixing issues with DELL portable and desktop computers (hardware and software
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Assisted onsite technicians in installing/replacing computers parts (hardware) over the phone
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Processed service work orders for the customers and upselling.
Education
BACHELOR OF SCIENCE IN ELECTRONICS ENGINEERING - Engineering
University of San Jose Recoletos (USJR)
Philippines04.2018
ASSOCIATE IN COMMUNICATIONS ENGINEERING - Engineering
College of Technological Sciences – Cebu (CTS-C)
Philippines03.2005
Skills
- Data Analytics
- Incident Investigation and Incident Management
- Customer Satisfaction
- Case Documentation and Case Management
- Attention to details and Quality Control skills
- Strong English Communication skills – verbal and written
- Expert in Call Handling , Customer Service and Technical troubleshooting and problem solving skills
- Creative and Self-motivated
- Excellent in Time Management and Organizational Skills
- Highly analytical and Team Player
Affiliations
- Institute of Electronics and Communications Engineers of the Philippines (IECEP)
- Royal Institute of Electronic Engineers
- COFRADIA Singapore (Religious)
Certification
⦁ International Certification Level II as Electronics Engineering Assistant
⦁ Engineering Innovations and Technology Conference
⦁ Customer Call Process Training
⦁ Microsoft Excel Training (Basic/Intermediate Level
⦁ Communication and Culture Training
⦁ Foundations Training for Desktop and Portable Computers
⦁ Lexmark Certificate for Basic Connectivity Concepts
⦁ Lexmark Certificate for Data Security, Digital Multimeter, Firmware codes
⦁ Lexmark Certificate for Different types of Printers and Scanner Hardware
⦁ Training certificate for EP Process, Paper Transport System and Investigative Diagnostics
Timeline
Service Delivery Manager
CTC Global Pte Ltd.
12.2023 - Current
Team Leader
Recruit Express Pte Ltd
11.2022 - 12.2023
Customer Care Specialist
Iron Mountain Pte Ltd
01.2019 - 11.2022
Technical Support Specialist
Lexmark Research & Development Corp.
05.2012 - 10.2018
Technical Support Representative
Stream Global Services Inc. (BPO)
02.2008 - 05.2012
BACHELOR OF SCIENCE IN ELECTRONICS ENGINEERING - Engineering
University of San Jose Recoletos (USJR)
ASSOCIATE IN COMMUNICATIONS ENGINEERING - Engineering
College of Technological Sciences – Cebu (CTS-C)
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