Felisha Torres

• Monitor agents' inbound and outbound calls to evaluate agents' aptitude, demeanor, and track customer support quality.
• Gather data and analyze trends or patterns affecting quality.
• Uses a scoring system to asses agents' performance during calls.
• Provides coaching to enhance agents' awareness and boost motivation to excel in their roles.

• Handled customer inquiries and high volume calls to resolve technical or service concerns/questions
• Educate customers on policies and procedures
• Promote Allegiant Credit Card and Allways Program
• De-escalate calls during stressful times
• Document and follow up on customer inquires, credit issued, bookings, and pertinent details regarding the customer and/or their flight details.

• Network for potential hires by providing job information to local business, nearby communities, social media, and with secret shopping.
• Developed and implemented training methods to diversify instruction, allowing the team to understand the objective and company standards policy.
• Motivated employees to utilize their personality and interests to increase the customer experience and productivity.
• Followed up daily, weekly, and monthly employee performances and created SMART action goals to improve productivity.

• Trained team members in successful strategies to meet operational and sales targets.
• Train staff on product knowledge, store presentation, and build self-confidence to produce a genuine customer experience.
• Developed, implemented and enhanced employee skillset to promote productivity and strengthen team performance.
• Created performance evaluations and coached on areas of improvement.

Assistant Store Manager 06/2015 - 09 /2016 - Mercedes, TX

Sales Supervisor 02/2015 06 /2015 - Mercedes, TX

Relocated late 2016 from Texas to Nevada to operate the new store location at the Las Vegas South Premium Outlets. Store opened October 2016 as a $1.2 million dollar store. Recruited, hired, and trained 65 employees within one month prior to the store grand opening.

• Standard store operations, scheduling, merchandising, inventory, and hiring.
• Coached sales associates in product knowledge, sales incentives.
• Set daily, weekly, and yearly goals to monitor sales, inventory and opportunities.
• Trained staff during seasonal events and store sales events.
• Ensured open door policy with staff allowing their ideas, frustrations and concerns to be voiced.
• Reviewed performance sales and data to monitor and identify opportunities.
• Rewarded weekly top sales and customer experience.
• Developed recruiting strategies to identify qualified candidates and build network.
• Promoted motivation and built a connection with the staff and the store goal.

• Analyzed inventory to identify excess, slow-moving and obsolete products.
• Set up new and trending merchandise to drive performance and sales.
• Trained new staff on job duties, company policies and safety procedures.

• Communicated with clients about animal personalities, necessities, and their wellbeing..
• Followed pet care instructions for safety and health.
• Educated customers about positive reinforcement with animals using "clicker-training" method, voice rewards and food rewards.
• Presented puppy training and bonding strategies for new pet parents
• Taught beginner dog training classes once a week of 2-10 people per class
• Instructed pet parents and dogs on basic obedience commands using different techniques to match dogs' drives for reward.