Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Maria Fernada Torres Reyes

Gastronomy Management
Torreón

Summary

Dynamic professional with extensive experience in customer service and data entry. Proven ability to resolve conflicts and enhance customer satisfaction, achieving a high level of loyalty. Skilled in problem-solving and task prioritization, with a strong focus on quality and efficiency in fast-paced environments.

Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

4
4
years of professional experience
2
2
Languages

Work History

Temporary Admin/Customer Service Representative

AM Your Accountant Corp
02.2025 - 05.2025
  • Canadian Accounting Firm.
  • Responded to customer requests for tax returns and company information via email.
  • Accessed CRA'S website and entered data on Tax Cycle. Submitted each one of the customer’s personal and financial information: contact information, marital status, dependent information, tax slips, net world income, foreign income, and self-employed information..
  • Managed and issued invoices on the QuickBooks website.
  • Assessed 475 personal tax returns (2024) and submitted them through CRA's website: Canadian tax season 2025.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Administrative Assistant

Nutiliti/Remote Team Solutions
08.2023 - 02.2025
  • American utility management company.
  • Managed to start and complete over 980 residential utility activations. The properties were located in several states, like Texas, North Carolina, Georgia, Florida, Arizona, Illinois, and Nevada.
  • Communicated with providers via phone call (Open Phone) and email (Outlook) to ensure that the activation process was completed successfully. I also managed to organize meetings between the utility provider and a third party, like a tasker from the TaskRabbit platform, when residential properties needed further work performed on-site.
  • Used Nutiliti's website and ClickUp to record the activation process and upload information, like notes and bills. Also, I made use of the company's payment methods to complete the activation process.
  • I communicated with the billing department to work on billing inquiries related to providers, making it easy to get information between them.
  • I made use of Slack channels to communicate with the team located in the U.S., and I asked for additional documents. Also, I made sure to organize and archive these documents correctly.

Temporary Admin/Customer Service Representative

AM Your Accountant Corp - Canadian Accounting Firm
03.2023 - 05.2023
  • Canadian Accounting Firm.
  • Responded to customer requests for tax returns and company information via email.
  • Accessed CRA'S website and entered data on Tax Cycle. Submitted each one of the customer’s personal and financial information: contact information, marital status, dependent information, tax slips, net world income, foreign income, and self-employed information.
  • Managed and issued invoices on the QuickBooks website.
  • Assessed 225 personal tax returns and submitted them through CRA's website: Canadian tax season 2023.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Quality Assurance Analyst

Teleperformance
01.2022 - 11.2022
  • Monitored the operation’s team (customer care agents) performance to ensure that they provided a great customer service (via phone call or chat) and that they still followed the company's policies like confidentiality and critical points (correct resolutions and information provided to customers).
  • Provided weekly agent feedback by listening to a random recorded phone call or reading a random saved chat per agent.
  • Generated a weekly monitor per agent, it contained a summary of the phone call or chat, identification of critical points and a checklist that evaluated each step of the interaction between the agent and customer. Written monitors were submitted via CCMS. Verbal feedbacks were submitted via Team’s meetings.
  • Monitored the company’s software to ensure that the agents made the correct changes into the system while saving a correct notation of the phone call. Weekly monitor compliance (around 50 monitors per week) and calibration meetings.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Customer Service Representative /Administrative Assistant

Teleperformance
05.2021 - 01.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Communicated with the Accounting department to ask for the customers' inquiries regarding their trade-in deals or refunds.

Education

Certificate - Logistics And Supply Chain Management

TecMilenio
Mexico, México, Mexico
05.2001 -

Bachelor of Science - Business Administration And Management

Universidad Del Valle De México
Torreón, Coahuila, Mexico
05.2001 -

Skills

Customer service

Problem-solving

Product knowledge

Data entry

Appointment scheduling

Task prioritization

Software

TaxCycle

Salesforce

Opera PMS

Soft Restaurant

Timeline

Temporary Admin/Customer Service Representative

AM Your Accountant Corp
02.2025 - 05.2025

Administrative Assistant

Nutiliti/Remote Team Solutions
08.2023 - 02.2025

Temporary Admin/Customer Service Representative

AM Your Accountant Corp - Canadian Accounting Firm
03.2023 - 05.2023

Quality Assurance Analyst

Teleperformance
01.2022 - 11.2022

Customer Service Representative /Administrative Assistant

Teleperformance
05.2021 - 01.2022

Certificate - Logistics And Supply Chain Management

TecMilenio
05.2001 -

Bachelor of Science - Business Administration And Management

Universidad Del Valle De México
05.2001 -

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Maria Fernada Torres Reyes Gastronomy Management