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Miriam Torres

@miriamtorres

B2B customer support specialist at TransPerfect who cut response times from 48+ hours to under 24 with communication rules and macros.

Argentina

Message

At TransPerfect, I managed a high-volume support queue for clients and vendors, routing tickets through Zendesk and FreshDesk. I introduced communication rules and macros that cut average response time from 48+ hours to under 24.

At IBM Argentina, I managed international business accounts, validating software licensing bills and keeping account records accurate. I now coordinate workflows for a clinical trials client at TransPerfect, handling purchase order control, deadline verification, and file maintenance.

Experience

Work history, roles, and key accomplishments

Current

Project Assistant

Current

TransPerfect S.R.L.

Jan 2026 - Present (9 months)

Coordinate workflows for a New York-based client, handling purchase order control, client deadline verification, and accurate file and record maintenance. Work with project managers and vendors to prioritize requests and meet delivery commitments.

Purchase Order Management Client Deadline Verification File Management Record Maintenance Workflow Coordination Vendor Management Prioritization

Administration & Community Support Specialist

TransPerfect S.R.L.

Jul 2021 - Dec 2025 (4 years 5 months)

Managed a high-volume support queue for a global network of clients and vendors through Zendesk and FreshDesk, prioritizing tickets by urgency and distributing them across international project teams. Cut average response time from 48+ hours to under 24 hours by setting communication rules and creating macros.

Zendesk Freshdesk Ticket Prioritization Macros Template Standardization User Onboarding GDPR Compliance Escalation Management Documentation Training

Business Operations Professional

IBM Argentina

May 2015 - Dec 2019 (4 years 7 months)

Managed a portfolio of international business accounts, including International Commercial Agreements and Documents of Understanding, tax requests, billing negotiations, and quarterly/annual reporting. Validated software licensing billing and customer accounts, and handled local procurement and provisioning with accurate records.

Account Management Rate Negotiation Tax Requests Quarterly reporting Annual Reports Software Licensing Procurement Provisioning Claims Management Recovery Tracking ERP SAP

Financial & Payroll Analyst

Hewlett-Packard Argentina

Feb 2014 - Mar 2015 (1 year 1 month)

Handled payroll processing, data loading, and pre- and post-payment accuracy controls in ERP systems for Argentina and Venezuela. Partnered with Accounting to cut payment processing time from 48 to 24 hours in critical weeks.

Payroll Processing Data Loading Payment Controls ERP Accounting Collaboration Process Improvement

Bilingual Customer Service & Account Support Agent

Guthy-Renker International

Jan 2011 - Feb 2014 (3 years 1 month)

Supported customers by phone on account, billing, and product questions, with account retention and cross-selling; earned recognition awards for Client Retention and Professionalism. Trained and mentored new agents on retention, empathy, and call productivity.

Customer Service Account Support Billing Support Product Support Account Retention Cross Selling Training Mentorship Call Center Productivity

Bilingual Customer Service & Technical Support Agent

Citytech S.A. / Teleperformance Argentina

Sep 2006 - Mar 2009 (2 years 6 months)

Provided bilingual customer service and technical support for AOL and AT&T accounts.

Customer Service Technical Support Bilingual Support AOL AT&T

Freelance Executive Interpreter & Translator

Self Employed

Jun 1994 - Dec 2005 (11 years 6 months)

Provided freelance executive interpretation and translation services.

Interpretation Translation Executive Communication

Executive/Administrative Assistant

Tecnolab S.A.

Apr 1992 - Jun 1994 (2 years 2 months)

Provided executive and administrative support.

Executive Support Administrative Support

Executive Assistant, International Sales Management

OLS S.A.

Oct 1989 - Feb 1992 (2 years 4 months)

Provided executive assistance in international sales management.

Executive Support International Sales Sales Management

Education

Degrees, certifications, and relevant coursework

Asociación Biblioteca de Mujeres

Post-Secondary Studies, General Studies

Completed post-secondary studies (Terciario Completo) at Asociación Biblioteca de Mujeres in 1990.

Instituto Santa Ana

High School Diploma, General Studies

Earned a High School Diploma (Bachiller Nacional) from Instituto Santa Ana in 1985.

Facultad de Ciencias Económicas, UBA

Accounting Certification, Accounting

Completed an Accounting Certification (Auxiliar Contable) from the Facultad de Ciencias Económicas at the University of Buenos Aires.

Instituto Cambridge

Language Training, English Language

Completed English Language and Grammar training at Instituto Cambridge.

Fundación Banco de Boston

Technical Training, International Commerce

Completed training in International Commerce at Fundación Banco de Boston.

IBM

Professional Certifications, Professional Development

Earned professional certifications in Agile Fundamentals, Agile Practitioner (Explorer Level), Design Thinking Practitioner, Product Ownership, Intermediate Negotiation Skills, and Readiness for Client Experience.