Wuendy J. Torres

Bilingual Customer Service & Administrative Support Specialist with 3+ years of experience in BPO environments handling high-volume customer interactions, case management, back-office processes, and legal intake. Skilled in resolving customer concerns, maintaining accurate documentation, following detailed procedures, and communicating professionally with international clients. Experienced working in English in back-office operations and supporting English- and Spanish-speaking customers.

Strong attention to detail, adaptability, and ability to perform in fast-paced environments.

Bilingual Legal Intake Specialist - WINIT LAW - Remote

(2026-04 - 2026-08)

• Supported English- and Spanish-speaking customers throughout the legal intake process.
• Explained legal representation services clearly and connected prospective clients with licensed local attorneys for traffic and parking cases.
• Handled customer questions, concerns, and objections while maintaining empathy and professional communication.
• Followed up with customers and maintained accurate information throughout the intake process.
• Balanced customer experience with performance goals in a target-driven environment.

Back Office Analyst (Trust & Safety / Quality) - TaskUs - Medellín

(2024-11 - 2026-03)

• Managed high-volume case reviews ensuring compliance with internal policies and quality standards.
• Analyzed and resolved complex cases requiring attention to detail and critical thinking.
• Handled sensitive information and maintained accurate case documentation.
• Supported escalation processes and followed established procedures for complex cases.
• Maintained over 98% accuracy while working under strict deadlines in a fast-paced environment.

Customer Service & Sales Advisor - Konecta - Medellín

(2021 - 2023)

• Assisted customers with financial services, resolving inquiries and providing clear information and solutions.
• Provided professional customer support through phone interactions while maintaining service quality.
• Consistently met and exceeded performance targets and KPIs.
• Trained and supported new hires, contributing to onboarding efficiency and team performance.
• Recognized as Top Sales Advisor for outstanding performance.

English Language Training (B2 Level) - LCN (2024)

Forestry Technology - SENA (2018 - 2020)