Joseph

JOSEPH FELIPE TORRES ROJAS

[open contact info](look above in the "contact info" section) SUMMARY
Customer Support and Operations professional with
[open contact info](look above in the "contact info" section) experience in team leadership, QA, KPI tracking, and
performance coaching. I enjoy helping teams grow, improving
customer experience, and creating efficient support processes
A Coruña, Spain in fast-paced environments.

Skilled in QA reviews, onboarding, coaching, workflow
optimization, and cross-functional collaboration. Passionate
EDUCATION about building supportive team cultures, solving problems, and
driving continuous improvement through clear communication
Unidades Tecnologicas de Santander, and teamwork.
Bucaramanga (Colombia)
Bachelor’s Degree in Electromechanics
2010-2014
PROFESSIONAL EXPERIENCE

Senior Team Leader / Support Consultant (B2B)
Under NDA | Feb 2021 - Present
Universidad Cooperativa de
Colombia, Bucaramanga (Colombia) Providing support to clients as well as members of the team
Bachelor’s Degree in English and Spanish Quality Control and performance check of the teammates and
2015-2017 their daily tasks and targets
Managing other platforms such as Stripe, PayPal, Zoom Shifts,
Tamwood College, Vancouver
Bamboo HR, Slack, Airtable, Hubspot and internal CRM system.
(Canada) Performing the respective training for the new teammates and
evaluating their performance during their trial period
Diploma in Hospitality Constantly improving and innovating the product quality for our
2018-2019 clients' satisfaction

British Columbia Institute of SDR Internationals (B2B)
Technology, Vancouver (Canada) Enestech Software, Kyiv (Ukraine) | Sep 2019 - Jan 2021
Human Resources Management
2019 Qualifying new leads, perform and set demo presentations of the
software and offer the product
Explaining every feature of the software (gaming) and benefits that
SKILLS it can bring to their E sports center
Following up with the client on a daily basis and responding to
emails
Strong organizational and time- Social Media Management
management skills Managing small tasks such as translations, corrections, and
Exceptional communication and anything related to English and Spanish language
interpersonal skills
Ability to work independently and as part
of a team Activity Leader
Detail-oriented and able to handle EF International Language School, Vancouver
multiple tasks simultaneously (Canada) | Sep 2018 – May 2019
Accurate data entry skills, proficient in
MS Office Managing intakes of the new students
Excellent communication skills, including Scheduling weekly activities for the school
listening, written, and oral Performing outdoors and indoors activities with the students
communication Dealing with students inquiries

Skilled at defining organization-wide Sales Representative / Team Leader
strategic and operational objectives
ACCEDO, Bucaramanga (Colombia) | Jun 2016 – May 2017 | Sep 2017 –
Problem-solving and utilizing
Feb 2018
troubleshooting techniques to assist
others
Ability to handle complicated situations Providing support and performing up sales of multiple products
and complaints marketed by our clients.
Ability to lead, motivate, manage, and Making sure the team reach their monthly targets
mentor any team Verifying client information and dealing with cancellations
Skilled in examining procedures, Quality control of the chats and calls made by the member of
implementing new strategies, initiatives the team, and provide feedback if necessary
and procedures Supporting, performing trainings and handling different
Fluent in English and Spanish activities depending on the campaign
Supervising other members of the team
Weekly revising other members achievements and inquiries
Updating the team of any changes in the campaign and policies

Guest Services and Front Desk Assistant
The Baseball Hotel, Richfield Springs (USA) | Jun 2017 – Aug 2017

Providing customer service to all our guests, and taking action
to any customer inquiries and complaints
Coordination of all front desk activities including taking calls,
reservations and cancellations
Management of guest service staff
Accommodating general and unique requests by the policies of
the hotel

Human Resources Assistant

TESINT S.A. Bucaramanga (Colombia) | Apr 2015 – May 2016

In charge of arranging interviews, coordinating hiring efforts,
and onboarding new employees.
Contacting posible workers, taking into account their
qualifications depending on the project and assigned them
respectively
Helping and arranging plans and campaigns within the
employees for a better relationship and a work environment
Assisted in recruiting and training of new employees
Constant communication with the candidates across each step
of the application process and update the status of each
candidate