Esteban Torres
Henderson,NV
Summary
I have cultivated my leadership experience over the last 14 years and have loved every step of the way. Coaching / Leading agents is a passion and during that time I have worked to improve on all my skills and knowledge in doing so. I feel confident in the knowledge that I have gained in Brokerage service as an expert and I look to the horizon with anticipation of all the skills I am yet to learn. I want to become a Manager because I see the hard work, dedication and Passion all of our leaders have for what they do and I want to be part of that team helping agents grow and achieve their goals one step at a time.
Overview
13
13
years of professional experience
Work History
Customer Service Expert
Ameriprise Financial
06.2019 - Current
- Responsible for Case Accuracy Feedback.
- Worked with MMS launch in 2020 as SME.
- Add bank Lean process update 2022.
- Provided Team Feedback for best practices on multiple stats.
- Assisted with Corporate communications email.
- Responsible for daily feedback on calls with agents on best practices and providing ask articles.
- Provide team coaching when possible on new processes or general knowledge.
FNOL Agent Coach
Sitel / USAA / Equifax
07.2015 - 06.2019
- FNOL (First Notice of Loss) Mentor at 6 months.
- Responsible for ongoing development with a team of 15-20 agents.
- Created a resource for all agents stats from the ground up.
- Received Directors all star award across the site for 2 months running. ( promoted to work on Equifax data breach 2017)
- Conducted interviews for USAA / Equifax.
- Responsible for ongoing Weekly Financial reports to equifax leadership and partner site ( india ).
Customer Service Supervisor
Frys Electronics
08.2011 - 06.2016
- Started as part time cashier and promoted to Supervisor Rank#10 within the first 5 months and achieved full time Supervisor Rank#4 before one year anniversary
- Successfully managed the activities of 50 team members in multiple departments.
- Recruited, managed and mentored an average of 50-100 new associates per year.
- Cross-trained and provided back-up for other departments when needed.
Education
No Degree - Game Design
Internation Academy of Design And Technology
Las Vegas01-2016
High School Diploma -
Del Sol Highschool
Las Vegas06-2009
Skills
- Earnings Reporting
- Data entry proficiency
- Complaint handling
- Exceptional Multi-tasker
- Excellent communication skills
- Customer Service Management Expertise
- Flexible Schedule
- Proficient in MS Office
- Timesheet Approvals
- New Hire Onboarding
- SMART Coaching
- Operations Knowledge
Timeline
Customer Service Expert
Ameriprise Financial
06.2019 - Current
FNOL Agent Coach
Sitel / USAA / Equifax
07.2015 - 06.2019
Customer Service Supervisor
Frys Electronics
08.2011 - 06.2016
No Degree - Game Design
Internation Academy of Design And Technology
High School Diploma -
Del Sol Highschool
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