Overview
Work History
Education
Skills
Accomplishments
Timeline
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Dayana Torres

Tallahassee,FL

Overview

12
12
years of professional experience

Work History

Public Records Specialist

State Of Florida - Florida Lottery
01.2022 - Current
  • Serves as Department’s point of contact for public records requests.
  • Directs, coordinates, and consults with interagency personnel in gathering required records and documents
  • Communicate with requestors as necessary to gather additional information about the request, answer questions, provide updates, and prepare accurate estimates for any cost related to producing the documents for the request.
  • Works independently to gather and review all documents to ensure they are properly reviewed, redacted when necessary, and released in accordance with statutory regulations and general records schedule for state agencies.
  • Promptly communicates any discrepancies or perceived compliance issues with supervisor and OGC attorneys.
  • Maintain up-to-date knowledge of statutory requirements governing public records, demonstrating continuous learning and adaptability.
  • Regularly updates and collaborates with management on the status of public records requests.
  • Prepared legal correspondence in response to subpoenas.
  • Ensuring confidentiality, integrity, and security of sensitive information in accordance with Florida Statutes.
  • Providing training and guidance to staff members on public records policies, procedures, and best practices.

Games Administration Analyst

Department Of Lottery
10.2019 - Current
  • Assist retailers on the Retailer Hotline by responding to questions relating to selling, canceling, adjustments, inventory and settlement reconciliation, validation and terminal operation.
  • Assign each incoming call to accurate call topics with in the Call Tracking Database.
  • Prepare and send various missing person alerts and broadcast as terminal messages per appropriate procedure.
  • Prepare and send Lottery game and jackpot information via terminal reports, broadcast messages and email to the retailer and Lottery networks.
  • Assist with gaming system and peripheral application software quality assurance testing. Properly document and report gaming system anomalies and issues to the software quality testing team in coordination with managers.
  • Prepare and send comprehensive, grammatically correct and informative messages to Lottery personnel, vendors and corporate contacts to initiate or respond to actions relating to retailer services.
  • Analyze sales and validation transactional activity and retailer terminal data to compile and prepare reports for use by management.
  • Execute daily duties as assigned in accordance with established procedures ensuring that duties are accurately performed and sufficiently documented.
  • Daily and Weekly balancing/reconciliation of sales data for the entire agency
  • Conduct all gaming functions (processes and procedures)
  • Answer two inbound call centers for retailers and players
  • Assist unit managers with the new hire onboarding (Spanish) and training

CUSTOMER SERVICE REPRESENTATIVE

Department of Lottery
03.2016 - 09.2020
  • Greet top prize winners in person on a daily basis and go over media procedures.
  • Conduct research, resolve discrepancies and enters information into a Tracking System as items occur or upon response.
  • Process complaints and respond in timely matter.
  • Research information quickly and work under pressure.
  • Understand and apply applicable rules, regulations, policies, and procedures.
  • Maintain the Customer Service Hotline by answering telephone calls from customers and other callers with a positive and professional attitude.
  • Prepare and processes emails from players and the public with excellent overall grammar and structural content.
  • Provide information in compliance with pre-developed responses database and current marketing information.

CHOICE COUNSELING SPECIALIST

Automated Health Systems
01.2014 - 10.2015
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Review insurance policy terms to determine whether the client's disabilities are covered by their insurance.
  • Maintain strong communication and computer data entry skills.
  • Explained features, disadvantages and advantages of several policies to promote insurance sales.

ASSOCIATE

COLLECTIONS CALL CENTER, Customer Care Solutions
10.2013 - 12.2013
  • Arrange for debt repayment or establish repayment schedules, based on customers' financial situations..
  • Locate and monitor overdue accounts, using computers and a variety of automated systems.
  • Answer customer questions regarding problems with their accounts.

LEAD CASHIER

Home Depot
06.2012 - 10.2013
  • Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
  • Answer customers' questions, and provide information on procedures or policies.
  • Opening and closing duties including but not limited to; cash handling, till management, maintaining a clean and uncluttered workspace, security and standard protocol.
  • Successfully managed the activities of 20+ team members throughout the entire front of the store.
  • Handling of monthly training, scheduling, conflict resolution and disciplinary actions.
  • Resolved escalated customer disputes
  • Set and updated employee schedules based on expected customer needs to meet coverage demands while controlling labor costs.

Education

Associate of Arts - Health Services Administration

KEISER UNIVERSITY
Tallahassee, FL
2016

Skills

  • Public Records Management
  • Interagency Coordination
  • Data Confidentiality and Security
  • Training
  • Customer Service and Retailer Support
  • Quality Assurance and Data Analysis
  • Adaptability
  • Communications
  • Research

Accomplishments

Florida Lottery's employee of the month for March 2020-

Developed a system to send emails to player cell phone numbers that would appear as text messages, but could also be stored in the Lottery’s email archives, thus satisfying the Florida Sunshine Law. By offering this solution, the Lottery is not only providing excellent customer service, but offering a smart safe option for players to receive directions via their smartphones.

Timeline

Public Records Specialist

State Of Florida - Florida Lottery
01.2022 - Current

Games Administration Analyst

Department Of Lottery
10.2019 - Current

CUSTOMER SERVICE REPRESENTATIVE

Department of Lottery
03.2016 - 09.2020

CHOICE COUNSELING SPECIALIST

Automated Health Systems
01.2014 - 10.2015

ASSOCIATE

COLLECTIONS CALL CENTER, Customer Care Solutions
10.2013 - 12.2013

LEAD CASHIER

Home Depot
06.2012 - 10.2013

Associate of Arts - Health Services Administration

KEISER UNIVERSITY

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Dayana Torres