Che Torres
Katy,USA
Summary
Accomplished and integrity-driven professional with over 20 years of leadership experience. Demonstrated ability to provide exceptional team leadership, behavioral management, and conflict resolution skills. Highly organized and disciplined with well-developed interpersonal skills that inspire and motivate teams to achieve individual performance and company objectives. Recognized as a savvy leader adept at reengineering business methods, implementing continuous improvement processes, facilitating dynamic brainstorming sessions, fostering consensus, leveraging peers' strengths, strategically delegating tasks, and assembling highly effective teams capable of overcoming obstacles to achieve goals.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Sr. Director of Business Engagement
COMCAST
01.2020 - Current
- Managed project assignments, and load balancing for team staff as well as team coaching and development.
- Partnered closely with all functional groups supporting Customer / Employee experience efforts.
- Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Technician Logistics Center Fulfillment Director
COMCAST
01.2015 - 01.2020
- Managed internal/external tech resources (1300) for Region providing appointment availability based on customer need and ensuring on-time job arrival.
- Monitored and analyzed all matters that impact operational performance Technician Logistic Center (TLC) and took appropriate action to address any trends.
- Partnered closely with all functional groups supporting Customer / Employee experience efforts.
Customer Care Technical Support Manager
COMCAST
01.2012 - 01.2015
- Developed, trained, monitored, coach and motivated members of the Inbound Technical Care teams to meet & exceed goals.
- Managed customer contact center with 250 support representatives.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
Customer Care Inbound Sales Manager
COMCAST
01.2011 - 01.2012
- Implemented over 20 sales incentives to meet and exceed Revenue Generating Units growth objectives.
- Managed compensation plan programs and implement changes to improve employee motivation and sales performance while controlling overall revenue per sale.
Customer Care Retention Manager
COMCAST
01.2011 - 12.2011
- Responsible for delivering forecast and budgeted churn results for Houston Region Care Retention.
- Championed use of data-driven approaches in decision-making processes, empowering team members to make informed choices to positively impacted retention rates.
Customer Care Technical Support Manager
COMCAST
01.2009 - 01.2011
- Managed staff responsible for day-to-day operations of Inbound Technical Care Call Center.
- Developed, trained, monitor, coach and motivate members of Inbound Technical Care teams to meet & exceed goals.
- Ensured all call center performance metrics are achieved, while meeting and exceeding customer technical support requirements for appropriate product lines in 400 employee 24 x 7 call center operation.
- Served as acting Director for 60 days.
Comcast University Regional Care Training Manager
COMCAST
01.2008 - 01.2009
- Managed Employee Development Function in Houston Region, Sales, and Billing including Technical Support.
- Responsible for the delivery & design of New Hire Programs and for providing on-going training consult support for various market/operations initiatives.
- Conferred with partner teams to gain knowledge of specific work situations requiring employees to better understand changes in policies, procedures, regulations, and technologies.
- Managed new employee orientation training process for more than 125 employees each year.
Comcast University Regional Care & Technical Training Manager
COMCAST
01.2007 - 01.2008
- Developed testing and evaluation procedures currently used at completion of all trainings today.
- Formulated teaching outline and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.
- Oversaw training support for market launch CDV self install kit.
Comcast University Employee Development and Quality Manager
COMCAST
01.2004 - 01.2007
- Developed and implemented Comcast Quality Experience project plan for Concord Call Center.
- Implemented Comcast’s Learning Management System (LMS).
- Provided call center leadership Level Three (action and implementation) evaluation of learning for new hires.
- Helped develop and design assessment for Troubleshooting Segmentation market initiative.
Comcast University Employee Development Supervisor
COMCAST
01.2003 - 01.2004
- .Member of project team that helped design and implement Comcast national training program Foundations for Success.
- .Member of project team that helped design and implement Comcast national training program Foundations for Success. within Team Nesting.
- Managed billing, sales and troubleshooting nesting programs for Concord Call Center.
- Provided employee coaching to enhance skill development for direct reports and agents.
Customer Care Instructor
AT&T BROADBAND
01.1999 - 01.2003
- Facilitated customer service training classes for entire market call centers, cable stores and field operations employees.
- Assessed training needs, designed class materials, and delivered training, focused on superior customer service.
Customer Account Executive/Team Lead
TCI
01.1996 - 01.1999
- Greeted and processed client orders for their specific needs with patience and sensitivity.
- Provided effective billing, sales and technical support to subscribers.
- Member of Bay Area Market methods and procedures standardization project.
Material Handling and Storage Specialist
U.S. ARMY
01.1990 - 01.1993
- Maintained detailed subscriber accounts for accounting purposes.
- Performed team lead duties on field exercises.
- Participated in Operation Dessert Shield and Dessert Storm campaigns.
Education
Master of Science - Organizational Leadership
University of Houston
Houston, TX12-2024
Bachelor of Arts - Sociology
Cal State Hayward
Hayward, California01.1999
Associate of Arts - Sociology
Pikes Peak Community College
Colorado Springs, California01.1996
Primary Leadership And Development Academy -
United States Army
Nuremberg, Germany01.1993
Skills
- Team Leadership and Training
- Conflict and Dispute Resolution
- Collaborative leadership
- Culture Transformation
- Team Building and Motivation
- Organizational Development
- Data Analytics
- Policy Implementation
- Employee Development
- Customer Experience
- Strategic Planning
- Project Management
Certification
- Director Leadership Experience (DLX)
- Prosci Change Practitioner
- ProCoach Advanced Certification
- Blueprint: A Foundation for Success
- Customer Excellence
- Comcast University Level 1 Certification
- Material Storage and Handling Specialist United States Army
Keyaccomplishments
- Reimagined Tech Progression Programs, 01/3/2021 - 06/01/2024
- Comm Ops Reinvention, 01/01/16 - 12/31/2019
- Center of Excellence Transformation, 01/01/12 - 12/31/15
- Recognized as a “Dare to Soar” winner Repair Center of Excellence Comcast, 10/01/13 - 03/31/14
- Awarded Elite Sales Honor Top 5% Inbound Sales Team, 01/01/12
- Recognized as Most Improved Retention Team in the West Division Comcast, 07/01/11
- Successfully managed and supervised Comcast Concord California Call Center ramp-up project, 01/01/11 - 03/31/11
- Designed and developed curriculum for troubleshooting reducing agent phone correctable percentages, 01/01/11
- Employed Broadband Lifestyle curriculum increasing sales agents sell-in percentages, 01/01/11
- Participated on the Development and Design Methods and Procedure Project Team ATT Broadband, 01/01/02
- Provided training support for outsource partner ramp-ups Center Partners, APAC and Convergys, 01/01/02
- Comcast University’s National Curriculum Design & Development Team, 01/01/05
- West Division Comcast Quality Experience Best Coaching Percentage for Concord Call Center, 01/01/05
- Recognized as Local Office Employee of the Month, 01/01/97
- Awarded Area Employee of the Month, 01/01/97
Workphone
(832) 317-7235
Timeline
Sr. Director of Business Engagement
COMCAST
01.2020 - Current
Technician Logistics Center Fulfillment Director
COMCAST
01.2015 - 01.2020
Customer Care Technical Support Manager
COMCAST
01.2012 - 01.2015
Customer Care Inbound Sales Manager
COMCAST
01.2011 - 01.2012
Customer Care Retention Manager
COMCAST
01.2011 - 12.2011
Customer Care Technical Support Manager
COMCAST
01.2009 - 01.2011
Comcast University Regional Care Training Manager
COMCAST
01.2008 - 01.2009
Comcast University Regional Care & Technical Training Manager
COMCAST
01.2007 - 01.2008
Comcast University Employee Development and Quality Manager
COMCAST
01.2004 - 01.2007
Comcast University Employee Development Supervisor
COMCAST
01.2003 - 01.2004
Customer Care Instructor
AT&T BROADBAND
01.1999 - 01.2003
Customer Account Executive/Team Lead
TCI
01.1996 - 01.1999
Material Handling and Storage Specialist
U.S. ARMY
01.1990 - 01.1993
Bachelor of Arts - Sociology
Cal State Hayward
Associate of Arts - Sociology
Pikes Peak Community College
Master of Science - Organizational Leadership
University of Houston
Primary Leadership And Development Academy -
United States Army
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