CHRISTIAN DE LA TORRE

• Maintained 98% accuracy on tenant and property owner account records by following structured verification steps on every call.
• Handled ~20 inbound and outbound calls daily as part of a 4-person customer service team, prioritizing urgent requests during peak volume.
• Reduced manager escalations by 42% by de-escalating tenant concerns directly through active listening and clear policy explanations.

• Supervised ~12 children ages 10–12 across 5 sessions/week, working

alongside 8 other volunteer leaders to keep activities structured

and safe.

• Built foundational math skills for supervised children through

hands-on small-group tutoring, 2 sessions/week.

• Mediated peer conflicts using de-escalation techniques and

positive-behavior reinforcement.