Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
Daniel Aldric Oliver Torres

Daniel Aldric Oliver Torres

Stafford,TX

Summary

Proven CX Analyst with a track record of enhancing customer experiences at Shell Energy through meticulous trend forecasting and root cause analysis. Leveraged audit support and regulatory compliance skills at Shabana Motors, driving process improvements. Known for exceptional problem-solving abilities and a commitment to achieving high customer satisfaction rates. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

8
8
years of professional experience

Work History

CX Analyst

Shell Energy
05.2023 - Current

As a CX Analyst at Shell, I am responsible for analyzing and improving customer interactions, ensuring a seamless and satisfying customer journey across all Shell services and products. This role involves gathering data from various sources, conducting customer research, and delivering insights to improve Shell’s customer experience initiatives. You will collaborate with cross-functional teams to drive customer-centric strategies that align with business goals.

Accounting Supervisor

Shabana Motors
11.2021 - 12.2022

As the Accounting Supervisor I manage and oversee the daily operations of the accounting department, ensuring accurate financial records and compliance with industry standards. This role involves supervising staff, coordinating accounting tasks, and preparing financial reports to support the company’s goals. A strong understanding of automotive accounting practices, including inventory management and cost control, is essential.

Software Engineering Intern

Microsoft
10.2017 - 11.2018

As an intern at Microsoft, I contributed to designing Touch ID for their computer systems, working on improving the user experience by enhancing biometric security features. My role also involved identifying and investigating data breaches, where I collaborated with cybersecurity teams to ensure system integrity and protect sensitive information. This hands-on experience gave me valuable insights into both software design and cybersecurity.

Technical Support Representative

Apple
08.2016 - 10.2018

Diagnose and repair hardware and software issues on Apple products, including mobile devices, laptops, desktops, and accessories.


Perform troubleshooting and root cause analysis for customer-reported issues.


Provide technical support and advice to customers in person, over the phone, and online.


Conduct tests to identify system failures or software malfunctions and apply necessary repairs or upgrades.


Replace faulty parts such as screens, batteries, and hard drives, ensuring devices meet Apple’s quality standards after repair.


Ensure repairs are completed in a timely manner, adhering to service schedules and deadlines.

Education

Bachelor Of Computer Science - Computer Programming

Sistema Universitario Ana G Mendez - Universidad Metropolitana
Cupey, PR
07.2017

Skills

  • Audit Support
  • Regulatory Compliance
  • Process enhancement
  • Trend forecasting
  • Issue Identification
  • Root Cause Analysis
  • Risk Mitigation
  • KPI analysis
  • Workflow Analysis
  • System Analysis

Accomplishments

  • Worked with offshore partners in Mexico to build, train and coach our entire customer service team.
  • Oversaw our success in identifying trends in surveys, reviews on google, BBB and compliance sites. Created reports to properly create any training material needed.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual
Persian
Elementary

Timeline

CX Analyst

Shell Energy
05.2023 - Current

Accounting Supervisor

Shabana Motors
11.2021 - 12.2022

Software Engineering Intern

Microsoft
10.2017 - 11.2018

Technical Support Representative

Apple
08.2016 - 10.2018

Bachelor Of Computer Science - Computer Programming

Sistema Universitario Ana G Mendez - Universidad Metropolitana
Daniel Aldric Oliver Torres