Paula Torres Customer Care, Talent Care, Sales-Lead Generation Specialist

A

Al Supervisor

Atorie

Oct 2025 - Current (10 months)

• Supervise AI imagery edits and audit website for quality assurance. • Create AI images and prompts, and verify new products for website posting. • Upload reviews, classify content mentions, etc. • Training and onboarding for new AI verifiers.

Junior Connectivity Specialist

Lodgify

Jan 2024 - Oct 2025 (1 year 10 months)

• Assisted clients with the connection of property rentals between each platform they used and Lodgify. • Provided guidance on how to set up and make connections on their own as well. • Solved post connection issues and provided technical support. Working via ticketing system and email. • Utilized data analysis skills to oversee and audit client profile information, ensuring accuracy across accounts while maintaining a comprehensive database of frequently asked questions to streamline issue resolution and maximize operational productivity.

H

Customer Support Specialist

Higherdose

Jan 2023 - Jan 2024 (1 year 1 month)

• Provided support via email, Zendesk tickets and chat to customers of a wellness company. • Creating orders, editing Shopify account details. • Tracking orders, canceling them and refunding orders, canceled subscriptions. • Assigned to the returns team to take care of returns and replacements, provided troubleshooting, created return labels, replacement orders or refunds if needed. • Applied data analysis techniques to monitor service trends, identifying patterns in highly requested items and promotions to ensure proactive and informed customer communication. • Utilized risk management principles to maintain key performance indicators, ensuring that common customer concerns were addressed with precision and consistency while upholding high

B

Lead Generation Specialist

Bluewave Data Solutions

Jan 2021 - Jan 2023 (2 years 1 month)

• Sales and lead generation for an insurance company in the US. • Broke company records in sales and very quickly got promoted to Lead Generation Specialist 2. • Also created scripts in English and Spanish for the team and audited calls to provide feedback to the team and management. • Implemented robust risk management strategies by maintaining a comprehensive database of clients and potential leads, specifically tracking common objections to develop effective resolution plans that boosted client interest and conversion rates.

Chat Technical Support

Concentrix

Jan 2019 - Jan 2021 (2 years 1 month)

• Customer service and technical support via chat. • Providing guidance on the use of electronic devices, how to manage the client's account and purchases, cancel subscriptions, services, scheduling appointments for a device checkup if the troubleshooting did not solve the issue or there was a warranty issue, etc. • Utilized data analysis skills to keep meticulous track of case logs, identifying trends in technical issues to improve overall issue resolution time and support efficiency. • Managed invoice processing, quotes, and online order documentation, ensuring accuracy in financial records and subscription billing as part of comprehensive account management.

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Customer Care Advisor

Jan 2017 - Jan 2019 (2 years 1 month)

• Customer support for different accounts, assisted vacation rental property managers and their renters queries. • Guidance how to use the platform, create profiles and set their policies. • Making reservations and providing technical support. • Also worked for a large supermarket in the US on peak season. Solved issues, processed refunds, tracked packages, made orders, etc. • Managed comprehensive invoice and credit documentation, ensuring accurate financial processing, quote generation, and proper application of promotional codes to maintain client account integrity. • Utilized data analysis to maintain detailed client profiles and preference databases, which informed personalized service and improved overall client relationship managemen

Paula Torres

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