Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Manager
JOAN TORCHIA

JOAN TORCHIA

Customer Experience Specialist
League City,TX

Summary

Diligent Customer Experience Specialist professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.

Overview

14
14
years of professional experience
2
2
years of post-secondary education

Work History

Customer Experience Specialist

Sutherland Global Services
Remote
05.2022 - 05.2023
  • Investigate claims and complaints due to missing equipment as well as track down equipment
  • Drive sales and meet sales matrix
  • Troubleshoot software issues with one call.
  • Deescalate and resolve issues during first call to maintain an 6% or below on the 7 day repeat matrix
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Trained new customer service agents on policies and procedures to support favorable customer experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.

Customer Service Specialist/Coach

TTEC/Bank of America
Remote
10.2020 - 12.2021
  • Answer customer inquiries regarding account balances, transaction history, service charges, and interest rates
  • Provide technical support to customers on use of banking website and mobile application
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Adhere weekly to AHT matrix and continue to remain in the top 10% of CSSD globally
  • Investigate and resolve customer escalations to retain business
  • Evaluate employee shills and knowledge regularly, training and mentoring individuals lagging with skills
  • Assist in any onboarding the new hires need assistance with completing
  • Use consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Provided primary customer support to internal and external customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Mud Logging Geologist

Toledo Mud Logging Services
Many, LA
02.2011 - 09.2018


  • Test and analyze samples to determine content and characteristics using laboratory testing equipment
  • Participate in required safety and compliance training
  • Prepare detailed reports outlining sampling and testing activities
  • Increased work productivity by 60% and obtained 30% of new business while working on location/field.
  • Monitored logging operations to identify and solve problems, improve work methods and comply with regulations.
  • Maintained safe and secure job site to prevent injuries, accidents and mistakes during logging projects.
  • Inspected machinery following each shift to verify proper functioning for every piece of equipment.

Human Resources Director

Med Cure Clinic
Houston, US
12.2008 - 02.2011
  • Handle on-boarding process for new hires and distribute necessary paperwork
  • Provide updates to all staff members when policies and procedures are altered
  • Devise hiring and recruitment policies for all seven clinics
  • Address employee conflicts with appropriate urgency, following all corporate procedures
  • Maintain company compliance with local, state, and federal laws, in addition to established organizational standards
  • Conduct exit interviews to better understand reasons why employees were separating from the company
  • Use an average of 90% of online platforms to bring in talent for long term, and some seasonal positions.
  • Answered employee inquiries regarding health benefits and 401k options.
  • Created and implemented forward-thinking initiatives to improve employee engagement.

Education

Master of Science - Human Resources Management

University of Phoenix Online

Bachelor of Science - Health Administration

University of Phoenix Online
05.2004 - 1 2006

Associate Of Applied Arts - Culinary Arts

Art Institute of Houston
02.2000 - 6 2002

Associate Of Science - Health Administration

University of Phoenix
Tempe, AZ
05.2002 - 03.2004

Skills

Staff education and training

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson

Timeline

Customer Experience Specialist

Sutherland Global Services
05.2022 - 05.2023

Customer Service Specialist/Coach

TTEC/Bank of America
10.2020 - 12.2021

Mud Logging Geologist

Toledo Mud Logging Services
02.2011 - 09.2018

Human Resources Director

Med Cure Clinic
12.2008 - 02.2011

Bachelor of Science - Health Administration

University of Phoenix Online
05.2004 - 1 2006

Associate Of Science - Health Administration

University of Phoenix
05.2002 - 03.2004

Associate Of Applied Arts - Culinary Arts

Art Institute of Houston
02.2000 - 6 2002

Master of Science - Human Resources Management

University of Phoenix Online

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JOAN TORCHIACustomer Experience Specialist