Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paul Torres

Tamuning,Guam

Summary

Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.

Overview

15
15
years of professional experience

Work History

Lead Customer Service Representative

Nissan Rent A Car
Upper Tumon, Guam
12.2016 - Current
  • Supervised customer service team to ensure high-quality support.
  • Assisted customers with rental inquiries and booking processes.
  • Resolved customer complaints promptly and effectively.
  • Trained new representatives on company policies and procedures.
  • Managed reservation system to maintain accurate inventory levels.
  • Coordinated with vehicle maintenance team for timely service updates.
  • Developed training materials to enhance staff knowledge and skills.
  • Trained new employees on company customer service policies and service level standards.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Maintained up-to-date knowledge of company products and services.
  • Monitored team performance and provided feedback for improvement.
  • Provided guidance and support to customer service representatives.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Excelled in exceeding daily credit card application goals.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
  • Generated weekly, monthly, quarterly reports summarizing key performance indicators for management review.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Managed daily rental operations and ensured excellent customer service.
  • Oversaw fleet management, including maintenance and vehicle readiness.
  • Coordinated staff schedules to optimize service levels and efficiency.
  • Implemented safety protocols to maintain a secure rental environment.
  • Resolved customer complaints in a timely manner while maintaining excellent customer relations.
  • Maintained accurate records of rental cars including customer information, vehicle condition, fuel levels and daily transactions.
  • Monitored competitor pricing and adjusted rates accordingly to remain competitive in the marketplace.
  • Prepared detailed reports on all aspects of the rental car business including sales, profits and inventory levels.
  • Reviewed employee performance evaluations regularly providing feedback on areas needing improvement.
  • Managed inventory levels of fleet vehicles ensuring there was an adequate number available at all times.
  • Trained new employees on proper use of equipment, policies and procedures within the department.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed completed work to verify consistency, quality, and conformance.

Service Agent

Rich Rent A Car
Tumon, Guam
01.2012 - 11.2016
  • Delivered exceptional customer service to enhance guest satisfaction and loyalty.
  • Managed vehicle inventory and ensured proper maintenance and cleanliness standards.
  • Assisted customers with rental agreements and explained terms of service clearly.
  • Coordinated vehicle returns and performed thorough inspections for damage assessment.
  • Resolved customer complaints promptly, maintaining a positive company image.
  • Provided accurate information regarding product specifications and pricing.
  • Kept work area clean, organized, secure and free from hazardous conditions.
  • Greeted customers and provided assistance with their inquiries.
  • Followed up with customers to ensure satisfaction with services provided.
  • Responded to customer complaints in a timely manner.
  • Led on- and off-site customer support teams across multiple time zones.
  • Assisted customers with vehicle selection and rental agreements.
  • Conducted vehicle inspections for cleanliness and maintenance before rentals.

Automotive Technician

Lee's Auto Service
Harmon, Guam
01.2011 - 12.2012
  • Performed routine maintenance tasks on various automotive systems and components.
  • Assisted customers with service recommendations and answered inquiries effectively.
  • Maintained a clean and organized work environment for safety and efficiency.
  • Replaced defective parts with new or reconditioned parts following manufacturers' instructions.
  • Displayed excellent customer service skills when interacting with customers regarding their automotive needs.
  • Performed routine maintenance including oil changes, tire rotations, and brake pad replacements.
  • Performed minor maintenance services, including gasket replacements, coolant flushes and tune-ups.
  • Performed drive ability tests on vehicles after repairs were completed.
  • Estimated costs of vehicle repair.
  • Restored vehicle body panels using manual and power tools.
  • Prepared surfaces for painting by sanding and applying primer.
  • Replaced damaged parts like fenders, doors, and bumpers efficiently.
  • Maintained a safe and organized work environment for team members.
  • Applied masking tape and paper to protect non-paint areas during projects.
  • Prepared surfaces by cleaning, sanding, and masking areas for painting.

Education

High School Diploma -

John F. Kennedy High School
Tamuning, Guam
05-2010

Skills

  • Customer service
  • Team leadership
  • Problem solving
  • Time management
  • Attention to detail
  • Adaptability
  • Fast learner
  • Willingness to lead
  • Reliability
  • Organization and recordkeeping

Timeline

Lead Customer Service Representative

Nissan Rent A Car
12.2016 - Current

Service Agent

Rich Rent A Car
01.2012 - 11.2016

Automotive Technician

Lee's Auto Service
01.2011 - 12.2012

High School Diploma -

John F. Kennedy High School

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Paul Torres