John Ryan Toriales

Results-driven professional with 10 years of experience across operations, leadership, and virtual assistance. Proven ability to assess business needs, streamline processes, and deliver efficient administrative and customer support in fast-paced, remote environments. Highly organized and resourceful, with a strong track record in team leadership, stakeholder coordination, and improving customer satisfaction. Committed to delivering high-quality, timely results with minimal supervision.

Solar Campaign Outreach Specialist - CLEARSOURCE

(2026-03 - 2026-07)

• Served as a client-facing Solar Outreach Specialist, conducting outbound calls with U.S. homeowners to collect and verify critical site information, while participating in meetings with U.S.-based clients to discuss operational updates, address concerns, and ensure alignment with project requirements.
• Managed email communications with U.S. homeowners, responding to inquiries and providing escalated support to resolve concerns, coordinate next steps, and deliver a seamless customer experience throughout the solar installation process.
• Trained and onboarded new team members on SOPs and operational processes while serving as a real-time support resource to ensure consistent service delivery and adherence to quality expectations.

AI Virtual Assistant Team Lead (Project-Based) - CRESCENDO

(2025-11 - 2026-01)

• Led and supported a team of 6 Virtual Assistants in partnership with Duckbill AI, ensuring timely completion of assigned tasks while effectively leveraging internal AI tools to guide workflows, improve accuracy, and maintain productivity standards.
• Provided daily performance tracking, reporting, and trend analysis to partners and managers, delivering clear insights on team output, efficiency, and quality to support data-driven decisions.
• Drove continuous performance improvement through coaching, task prioritization, and process optimization, fostering accountability, collaboration, and consistent delivery of high-quality virtual support services.

Team Leader (Telco Partner) - CONCENTRIX

(2019-01 - 2025-08)

• Supervised multiple teams of 16 call center associates, ensuring compliance with attendance, quality, and conducted regular one-on-one coaching sessions and performance reviews, improving key metrics such as CSAT, AHT, and QA scores by implementing targeted feedback and development plans.
• Proactively identified and addressed performance gaps through tailored coaching, workflow optimization, and action plans, resulting in stronger team performance and reduced attrition.
• Drove consistent achievement of contractual KPIs (CSAT, SLA, FCR), exceeding client satisfaction and revenue targets through effective operational planning, performance monitoring, and process improvement initiatives, client satisfaction and revenue targets through effective performance management and operational planning.

Administrative Virtual Assistant - FREELANCE

(2025-01 - 2025-12)

• Provided administrative support by managing patients records, scheduling appointments, and coordinating with dental offices to ensure smooth daily operations.
• Handled data entry, email correspondence, and document organization with accuracy and attention to detail
• Assisted remotely with billing preparation, patient inquiries, and follow-ups, maintaining professionalism and confidentiality at all times.

SME and Technical Support Representative - CONCENTRIX

(2015-12 - 2019-12)

• Delivered high-quality customer service and technical support by troubleshooting complex product and service issues, resolving escalations, and consistently meeting or exceeding CSAT, AHT, and QA targets in a high-volume contact center environment.
• Served as a Subject Matter Expert (SME) by providing floor walk and chat support to production and transition agents, researching chronic and recurring issues, and delivering best-practice resolutions to improve first-contact resolution and overall team performance.
• Supported management and training teams by analyzing key performance drivers, operational metrics, and process gaps, providing feedback on new product training curricula, and staying current with program updates to ensure accurate guidance and escalation handling.