Jeanette Torres
Summary
Dynamic leader with a proven track record in performance analysis and team coaching. Expertise in driving operational improvements and enhancing team productivity through effective training and strategic communication. Committed to fostering a collaborative environment that supports individual growth and aligns with organizational goals.
Overview
18
18
years of professional experience
Work History
Performance Lead
The RealReal
Phoenix, Arizona
04.2025 - Current
- Analyzed performance metrics to identify areas for improvement within teams.
- Daily Audits to ensure specialists are conditioning accurately and efficiently
- Facilitated regular meetings with team members to align on progress toward performance goals.
- Conducted one-on-one coaching sessions to support individual employee development.
- Trained newly hired talent to fill key positions, enhancing overall team capability.
- Collaborated with team members to maintain consistent quality control standards.
- Ensured team understood and applied policies and procedures consistently in their daily work.
PERFORMANCE LEAD
VEHICLE REMARKETING
01.2024 - 05.2025
- Leads call center of 51 agents.
- Rolled out operational improvements by creating PowerPoints that provided clear direction and instructions for vehicle remarketing process.
- Recreated procedures to enhance workflow.
- Train and coach agents on Procedure enhancements.
- Trained and coach employees to promote overall team accuracy and productivity.
- Managed customer complaints and provided solutions.
- Created Tips of the Day to address common errors and provide clearer insights for the team.
- Managed reports to monitor performance.
KANA SPECIALIST
VEHICLE REMARKETING
01.2021 - 01.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customer inquiries and emails promptly, ensuring adherence to service levels.
- Supported colleagues in Kana chat, facilitating efficient resolution of inquiries.
- Completed more than 100 inquiries in one day on our secure messaging center.
- Developed Tips of the Day to reduce common errors and enhance team clarity.
Full/Early Term Specialist II
VEHICLE REMARKETING
01.2020 - 01.2021
- Processed over 80 accounts daily during peak season, contributing to team efficiency.
- Processed billing for early term and full-term accounts each day.
- Review customer accounts to include end of term charges.
- Collected data and created daily charts to track team performance metrics.
Account Escalation Specialist III/Lease End Consultant
VEHICLE REMARKETING
01.2017 - 01.2020
- Managed escalated customer service concerns, enhancing customer satisfaction and fostering long-term business relationships.
- Resolved escalated matters and addressed issues with senior management.
- Assisted escalated phone calls and resolved customer issues from start to finish.
- Assigned every customer request to appropriate team member based on authority level, ensuring efficient resolution.
- Manage inbound and outbound calls, chats, and emails to facilitate customer service.
Bank Teller
Bank
01.2012 - 01.2017
- Cashed customer checks, verified identification, and checked account balances, ensuring compliance with bank policy and enhancing customer trust.
- Delivered prompt and accurate responses to customer inquiries, contributing to high satisfaction levels and fostering lasting relationships.
- Managed daily operations of bank ATM, ensuring proper functionality and cash levels.
- Enforced compliance with organizational policies and federal requirements regarding confidentiality.
- Received recognition certificates for delivering exceptional customer service and support.
AUDITOR/RECEIVER
PETSMART DISTRIBUTION CENTER
01.2008 - 01.2012
- Conducted audits on internal controls, identifying compliance issues and developing reports on findings to enhance operational integrity.
- Operated forklift to transport materials, ensuring safe handling and timely delivery within warehouse.
- Conducted comprehensive audits of inventory management processes at PETSMART Distribution Center.
- Evaluated compliance with internal controls and regulatory standards during operational audits.
- Collaborated with cross-functional teams to identify areas for process improvement.
Education
Maricopa Community College -
Maricopa Community College
Phoenix, AZ02-2005
High School -
North High School
Phoenix, AZ05-2002
Skills
- Performance analysis
- Data analysis
- Quality assurance
- Workflow improvement
- Policy compliance
- Client relationship management
- Customer-Focused Skills
- Team coaching
Timeline
Performance Lead
The RealReal
04.2025 - Current
PERFORMANCE LEAD
VEHICLE REMARKETING
01.2024 - 05.2025
KANA SPECIALIST
VEHICLE REMARKETING
01.2021 - 01.2024
Full/Early Term Specialist II
VEHICLE REMARKETING
01.2020 - 01.2021
Account Escalation Specialist III/Lease End Consultant
VEHICLE REMARKETING
01.2017 - 01.2020
Bank Teller
Bank
01.2012 - 01.2017
AUDITOR/RECEIVER
PETSMART DISTRIBUTION CENTER
01.2008 - 01.2012
Maricopa Community College -
Maricopa Community College
High School -
North High School