Mariela Tórrez

Customer service professional with extensive experience in client support, staff management, and process optimization. Skilled in bilingual communication (English-Spanish) and known for delivering empathetic, clear, and effective assistance in high-pressure environments. My goal is to contribute to organizations that value excellence in service, where I can enhance onboarding processes, strengthen client relationships, and drive continuous improvement while maintaining the highest standards of professionalism and diplomacy.

Customer Support Specialist at Transcepta (2025-09 – Present)

Handled customer support tickets and provided platform guidance

• Handled an average of 30+ daily support tickets via email, assisting clients in resolving invoice errors and ensuring accurate document processing
• Guided customers through the platform, providing clear step-by-step instructions to update accounts, submit documents, and navigate system functionalities
• Provided high-quality customer support through email and phone calls, addressing inquiries and resolving issues in a timely and professional manner
• Improved client satisfaction by delivering empathetic, solution-oriented support while managing multiple requests in a fast-paced environment

Remote Medical interpreter at PROPIO Languages services (2025-06 – 2025-09)

Provided simultaneous interpretation during medical consultations and emergency calls

• Provide simultaneous interpretation during medical consultations, court hearings, and emergency (911) calls with a 83% QA
• Ensure clear and empathetic communication between patients and medical staff
• Manage multiple conversations effectively in high-pressure environments
• Learned first-hand about world-class customer service standards by working directly with U.S. support teams known for their patience, courtesy, and diplomacy

Restaurant Administrador at OPEN ROAD (2024-10 – 2025-05)

Managed restaurant operations and team leadership

• Implemented internal processes reducing inventory errors
• Resolved client and supplier issues promptly and professionally
• Streamlined daily operations, including inventory control, procurement, and financial reporting, to enhance efficiency
• Led a multidisciplinary team to maintain high customer service standards and improve team performance
• Developed event strategies that increased customer engagement and community presence

Owner & Administrador at UCHUS (2018 – 2024)

Directed all aspects of restaurant operations and business management

• Directed all aspects of restaurant operations, including customer service, purchasing, inventory control, and financial oversight
• Built and trained a high-performing team focused on delivering an outstanding dining experience and maintaining strong customer relationships
• Personally handled client interactions, ensuring prompt resolution of issues with professionalism and empathy
• Negotiated with suppliers to secure favorable terms, reduce costs, and guarantee product quality
• Developed and implemented marketing and loyalty strategies that increased sales and improved repeat customer rates
• Established operational procedures to improve efficiency, reduce waste, and maintain service consistency

Administrator at Movelgar (2016 – 2017)

Oversaw purchasing, inventory, and financial operations

• Oversaw purchasing, inventory, and financial operations, achieving a reduction in operational costs
• Directed hiring and training initiatives, improving team performance
• Conducted financial analyses to identify growth opportunities and optimize resource allocation
• Handled supplier relations, including registering new suppliers and ensuring compliance with required documentation

Administrador at SAFELAND (2014 – 2016)

Managed inventory control and procurement processes

• Managed inventory control and procurement processes, ensuring timely delivery of goods
• Prepared competitive bids for public and private contracts, securing 3 key deals
• Strengthened client relationships through strategic visits and tailored service offerings

Credit Analyst at Bisa Bank (2012 – 2014)

Analyzed client financial data and prepared risk assessments

• Analyzed client financial data to evaluate creditworthiness and mitigate risk
• Prepared detailed financial reports and risk assessments for decision-making
• Collaborated with cross-functional teams to improve customer acquisition

Assistant manager at SATELICAR (2011 – 2012)

Provided customer service and administrative support

• Provided customer service and support, assisting clients with vehicle alarm and GPS tracker installations
• Contacted clients to coordinate insurance renewals and service follow-ups
• Inspected vehicles upon arrival to ensure proper installation and quality standards
• Assisted management with administrative tasks and daily operations

Bachelor in Comercial Engineere – Universidad Privada del Valle (2005-01 – 2010-12)