ANA TORRES
Deptford,NJ
Summary
Operations and Talent Development leader with 25+ years of experience driving sales performance, workforce development, and operational excellence in high-volume wireless retail environments. Fully bilingual (English/Spanish) with deep expertise in Power BI analytics, behavioral-based coaching, and large-scale merger integration. Proven ability to build high-performing teams, develop future leaders, and consistently deliver top-10% company results in sales and customer experience.
Overview
25
25
years of professional experience
Work History
Assistant Store Manager – Operations & Talent Development
T-MOBILE (Formerly Sprint)
01.2012 - 01.2024
- Led daily store operations while coaching and developing diverse, bilingual teams to consistently achieve top-10% company rankings in sales and customer satisfaction.
- Leveraged Power BI dashboards and KPI reporting to identify performance gaps, optimize labor utilization, and drive targeted coaching strategies.
- Played a key leadership role during the Sprint–T-Mobile merger, successfully transitioning teams from legacy systems (RMS/Ensemble) to T-Mobile platforms (Tap/mPOS) with minimal operational disruption.
- Developed and promoted multiple Mobile Experts into leadership roles by implementing structured performance plans, behavioral coaching, and real-time feedback.
- Facilitated daily team alignment meetings to drive execution of sales priorities, operational updates, and new product launches.
- Utilized bilingual communication skills to strengthen customer relationships, improve team engagement, and support inclusive leadership across all store functions.
Floor Leader
Sprint
01.2009 - 01.2012
- Managed real-time floor operations, providing immediate coaching to improve conversion rates, attach rates, and customer experience.
- Analyzed daily and weekly sales reports to deliver actionable performance feedback and drive continuous improvement.
- Led teams through major technology shifts, including the launch of 4G devices, ensuring strong adoption and customer education.
Technician
Sprint
01.2006 - 01.2009
- Served as the store’s primary technical expert, diagnosing and resolving complex hardware and software issues.
- Supported the transition from basic mobile devices to early smartphones, improving resolution times and customer satisfaction.
- Acted as a liaison between technical systems and customer-facing teams to translate complex issues into clear solutions.
Customer Service Representative
Sprint
01.1999 - 01.2006
- Delivered high-volume customer support while consistently meeting performance and service quality standards.
- Built a strong service foundation that led to multiple promotions and expanded leadership responsibilities.
Education
High School Diploma - undefined
Luis Muñoz Marín High School
Añasco, PRSkills
- Bilingual Leadership (English & Spanish)
- Talent Development & Coaching
- Power BI & Performance Analytics
- Sales & KPI Optimization
- Workforce Planning & Labor Management
- Change & Merger Integration
- Retail Operations Management
- Customer Experience Strategy
HONORS & ACHIEVEMENTS
Winner’s Circle (Multiple Years): Ranked in the Top 10% of the company for sales performance, Customer Service Award: Consistently ranked in the Top 10% for customer feedback scores, Pinnacle Award: Peer-nominated for leadership excellence and team impact
Accomplishments
● Winner’s Circle (Multiple Years): Ranked in the Top 10% of the company for sales performance
● Customer Service Award: Consistently ranked in the Top 10% for customer feedback scores
Timeline
Assistant Store Manager – Operations & Talent Development
T-MOBILE (Formerly Sprint)
01.2012 - 01.2024
Floor Leader
Sprint
01.2009 - 01.2012
Technician
Sprint
01.2006 - 01.2009
Customer Service Representative
Sprint
01.1999 - 01.2006
High School Diploma - undefined
Luis Muñoz Marín High School