Hi, I’m
Kourtlynd Torres
Summary
Dedicated Professional with a proven track record in client relationship building and retention strategies. Skilled in data analysis, creative solutions, and cross-functional communication to enhance customer satisfaction and loyalty.
Overview
8
years of professional experience
6
years of post-secondary education
Work History
Verizon Wireless
Loyalty and Retention Agent
07.2025 - Current
Job overview
- Resolved customer concerns to enhance satisfaction and reduce churn.
- Developed retention strategies to improve customer loyalty and engagement.
- Analyzed account data to identify trends and recommend personalized solutions.
- Collaborated with cross-functional teams to streamline service processes and improve efficiency.
Apple
ProductZone Specialist (FullTime)
12.2023 - 07.2025
Job overview
- Maintained position in top 3 sales for entire store to drive revenue growth.
- Developed and implemented training programs for multiple associates to enhance cross-functional skills and collaboration.
- Collaborated with leadership to gather insights and formulate strategies aimed at improving product engagement and reception.
- Delivered exceptional customer service in a high-traffic retail environment, managing multiple customer interactions simultaneously.
Apple
Technical Specialist
04.2023 - 12.2023
Job overview
- Facilitated collaboration among diverse teams to troubleshoot technical issues and optimize product functionality.
- Engaged with engineering teams to assess and execute strategic system improvements.
- Analyzed customer feedback to inform product enhancements and optimize user experience.
Apple
ProductZone Specialist (PartTime)
05.2022 - 04.2023
Job overview
- Engaged with approximately 30 customers daily, addressing individual needs to ensure a tailored experience.
- Facilitated communication between departments to optimize sales processes and expand client base.
- Presented comprehensive product insights and showcased features to stimulate excitement and drive consumer engagement.
Modtown Realty
Realtor
06.2021 - 03.2023
Job overview
- Led negotiations for residential properties, ensuring favorable terms for clients.
- Developed comprehensive market analyses to guide pricing strategies and investment decisions.
- Managed client relationships, providing personalized support throughout the buying and selling process.
- Streamlined communication channels between buyers, sellers, and mortgage lenders to enhance transaction efficiency.
Mr. Cooper Mortgage
FLASH-Loan Solution Specilaist
11.2020 - 03.2021
Job overview
- Conducted in-depth analysis of customer needs and developed tailored mortgage options to enhance client experience.
- Facilitated timely collection and submission of customer information for government-backed loans and refinances to enhance operational efficiency.
- Instructed clients on mortgage products, ensuring comprehensive understanding of terms and conditions.
Mr. Cooper
Loan Operations Specialist
06.2019 - 11.2020
Job overview
- Conducted thorough assessments of loan applications, verifying compliance with applicable regulations and organizational guidelines.
- Conducted thorough reviews and verifications of documentation to uphold accuracy in loan processing operations.
- Coordinated communication between borrowers, underwriters, and loan officers to facilitate timely approvals.
Honda Financial Services
Dealer Sales Representative
06.2018 - 06.2019
Job overview
- Developed and maintained collaborative relationships with dealership partners to drive enhancements in product offerings and sales strategies.
- Coordinated service delivery for multiple dealerships across diverse states, enhancing regional support.
- Conducted comprehensive analysis of market trends and competitor actions to optimize sales tactics and marketing campaigns.
- Facilitated collaboration among cross-functional teams to optimize financing processes.
Dr. Pepper
Retail Merchandiser
11.2017 - 06.2018
Job overview
- Analyzed store layout and implemented visual merchandising techniques to optimize product visibility and attract customers.
- Facilitated collaboration among team members to optimize inventory management and ensure product availability.
- Performed systematic evaluations of displays to ensure adherence to brand guidelines.
- Supported promotional events by setting up materials and organizing product samples.
Education
The University of Texas At AustinAustin, TX
Associate of Applied Science from User Interface/Experience Design
01.2025 - 05.2025
Texas A&M University At Commerce
Bachelor of Arts from Public Relations
08.2011 - 12.2016
University Overview
- Kappa Alpha Psi Fraternity Inc. Member
Skills
- Client relationship building
- Cross-functional communication
- Attention to detail
- Creative solutions
- De-escalation techniques
- Cross-selling techniques
Timeline
Loyalty and Retention Agent
Verizon Wireless
07.2025 - Current
The University of Texas At Austin
Associate of Applied Science from User Interface/Experience Design
01.2025 - 05.2025
ProductZone Specialist (FullTime)
Apple
12.2023 - 07.2025
Technical Specialist
Apple
04.2023 - 12.2023
ProductZone Specialist (PartTime)
Apple
05.2022 - 04.2023
Realtor
Modtown Realty
06.2021 - 03.2023
FLASH-Loan Solution Specilaist
Mr. Cooper Mortgage
11.2020 - 03.2021
Loan Operations Specialist
Mr. Cooper
06.2019 - 11.2020
Dealer Sales Representative
Honda Financial Services
06.2018 - 06.2019
Retail Merchandiser
Dr. Pepper
11.2017 - 06.2018
Texas A&M University At Commerce
Bachelor of Arts from Public Relations
08.2011 - 12.2016