Haroni Torres
Wilkes-Barre,PA
Summary
Operations leader dedicated to enhancing workflows and service quality in fast-paced environments. Strong expertise in customer relationship management, team coaching, and performance monitoring, driving operational excellence and client satisfaction.
Overview
2
2
Languages
1
1
Certification
22
22
years of professional experience
Work History
Customer service associate
Scotiabank-GBS
01.2025 - 06.2025
- Assisted customers with inquiries about mortgage rates, auto loan options, payment schedules, payoff balances, and account terms to enhance customer understanding.
- Identified client needs and connected them with specialized Advisors or Mortgage Specialists for complex financing, ensuring tailored solutions.
- Processed requests for payment adjustments, lump-sum mortgage prepayments, loan term modifications, and deferrals to support financial flexibility for clients.
- Partnered with underwriters and branch lending specialists to facilitate seamless loan processing and issue resolution.
- Follow Scotiabank's credit policies, Know Your Customer (KYC), and Anti-Money Laundering (AML) standard.
Assistant Program Coordinator / English Teacher
ICDA
Santo Domingo, Dominican Republic
09.2019 - 01.2023
- Coordinated daily program logistics, curriculum deployment, schedules, and resource availability across academic units, ensuring effective program execution.
- Monitored individual and group performance through standardized assessments and weekly deliverables, creating targeted improvement plans to enhance student outcomes.
- Aligned timelines and staffing needs with operational priorities, communicating clear expectations to team members and stakeholders to foster collaboration.
- Used root-cause analysis, one-on-one coaching, and structured follow-up to address retention, progress, and workflow barriers.
Operations Team Lead
CONTINUUM (Sprint Account)
Santo Domingo, Dominican Republic
03.2009 - 07.2019
- Supervised frontline production personnel, ensuring adherence to standard operating procedures, quality standards, service expectations, and company policies to maintain operational integrity.
- Led daily and weekly coaching sessions using performance observations and operational metrics to address errors and strengthen productivity.
- Managed staff schedules, vacation planning, and shift coverage, optimizing resource allocation for uninterrupted daily operations.
- Conducted weekly team briefings to identify risks, gather feedback, and align deliverables with business priorities, facilitating effective communication and issue resolution.
- Partnered with equipment and process engineering teams to resolve operational issues, maintain protocol compliance, and support service-level agreements.
Receptionist / Secretary
Saint Dominic de Guzman Theology Center / St. Catherine of Siena Parish
East Santo Domingo
08.2003 - 01.2008
- Managed daily operations and administrative workflows, ensuring smooth records maintenance, effective communications, and organized calendar scheduling for church services and academic events. Served as front-desk point of contact for visitors and pastoral inquiries, facilitating volunteer coordination and handling financial tasks including collection processing, receipting, and bank deposits.
- Welcomed visitors at front desk, assisting them in locating staff or resources they needed.
- Handled incoming phone calls, accurately taking messages and quickly relaying important information to staff.
- Scheduled appointments for clergy and staff, coordinating calendars effectively.
Cashier
Oviedo Optical Center
Santo Domingo , Santo Domingo
01.2003 - 07.2003
- Processed POS payments for exams, eyewear, and contacts, collected deposits, and cleared remaining balances upon order pickup to ensure accurate financial transactions. Issued itemized receipts with optical codes, verified order completion and account balances before release, and conducted daily financial reconciliations by balancing cash drawers and preparing bank deposits.
- Executed customer transactions using point-of-sale systems to ensure accurate payment processing. using point-of-sale systems efficiently.
- Assisted customers in selecting eyewear and optical products.
- Upheld cleanliness standards in the cashier area to create a welcoming environment. and organization of the cashier area.
Education
Bachelor's Degree - Modern Languages (Major in English As A Second Language)
Universidad Autonoma De Santo Domingo (UASD)
Santo Domingo, Dominican Republic10-2010
Skills
- Team Leadership & Coaching
- KPI Tracking & Performance Reporting
- Process Optimization & Efficiency
- SLA management
- Technical Support & Escalation Management
- Operational Bottleneck Identification
- HIPAA & Compliance Adherence
- Remote collaboration tools
- Communication leadership
- Regulatory adherence
- Account management
- Conflict resolution
- Time management
- Root cause analysis
- Teamwork
- Complex Problem-solving
- Transaction management
- Point of sale systems
- CRM management
- MS office proficiency
- Inventory control
- Complaint resolution
- Cross-departmental collaboration
- Quality assurance
- Regulatory compliance
- Financial services support
- Goal setting
- Multitasking priorities
- Order and refund processing
- Service orientation
- Investigate claims
- Interpersonal communication
- Emotional intelligence
Languages
English
Full Professional
Spanish
Native/ Bilingual
Certification
- Digital Competencies for Quality Learning
Microsoft / Mescyt
Issued Aug 2020 - Open Teaching Training Course
US Embassy Santo Domingo
Issued Oct 2020 - Tesol Virtual Attendee
TESOL International Association
Issued Apr 2023 - HABITS OF HIGHLY EFFECTIVE PEOPLE
INFOTEP
Issued Feb 2018 - CONFLICTS MANAGEMENT
INFOTEP
Issued Jun 2017 - EMOTIONAL INTELLIGENCE
INFOTEP
Issued Apr 2017 - TEAM WORK AND TIME MANAGEMENT
INFOTEP
Issued Sep 2015 - EFFECTIVE COMMUNICATION AND LEADERSHIP
INFOTEP
Issued May 2012 - MOTIVATION, COMMUNICATION AND HUMAN RELATIONS
INFOTEP
Issued Mar 2012 - Coaching
INFOTEP
Issued Nov 2012 - Empowerment
INFOTEP
Issued Oct 2012 - Leadership of excellence
INFOTEP
Issued Sep 2012
Timeline
Customer service associate
Scotiabank-GBS
01.2025 - 06.2025
Assistant Program Coordinator / English Teacher
ICDA
09.2019 - 01.2023
Operations Team Lead
CONTINUUM (Sprint Account)
03.2009 - 07.2019
Receptionist / Secretary
Saint Dominic de Guzman Theology Center / St. Catherine of Siena Parish
08.2003 - 01.2008
Cashier
Oviedo Optical Center
01.2003 - 07.2003
Bachelor's Degree - Modern Languages (Major in English As A Second Language)
Universidad Autonoma De Santo Domingo (UASD)