Melinda Torres
McKinney,United States
Summary
Empathetic and solutions-driven service professional with a passion for helping clients thrive in their roles. I believe exceptional service means empowering customers to succeed—helping them shine, feel valued, and walk away with confidence in both their decisions and our partnership. With deep experience in leave management, benefits administration, and cross-functional collaboration, I bring a proactive mindset, strong problem-solving skills, and a commitment to continuous improvement. Known for my ability to identify root causes, streamline workflows, and deliver clear, actionable guidance to both clients and peers.
Overview
21
21
years of professional experience
Work History
Client Services
Guardian Life Insurance Company
04.2021 - Current
- Delivered high-touch service across multiple roles, resolving complex leave and benefits inquiries by identifying root causes and crafting tailored solutions that improved client satisfaction and reduced repeat issues.
- Advised broker-employer on resolving multi-role access limitations by redesigning registration strategy, enabling full client visibility and secure team delegation.
- Acted as a training resource, providing workflow guidance, reference materials, and coaching to ensure understanding across the team.
- Collaborated with internal departments to align service delivery with client goals, and improve operational efficiency.
- Recommended Guardian products and resources based on client needs, enhancing service value and deepening relationships.
- Identified misaligned workflows and proposed process improvements, contributing to enhanced service quality and reduced turnaround times.
Payroll / Business Office / Front Desk
Craig Ranch Fitness & Spa
08.2007 - 11.2021
- Delivered exceptional customer service in a fast-paced environment, managing member check-ins, scheduling, and front desk operations.
- Handled member inquiries and resolved issues with professionalism and efficiency, contributing to high member satisfaction.
- Supported team operations by maintaining accurate records and assisting with facility coordination.
Employee Relations Specialist
Countrywide Home Loans
08.2004 - 02.2007
- Designed and implemented a centralized database to streamline tracking and management of FMLA/LOA requests, EEOC claims, and employee dispute resolution processes—enhancing compliance and operational efficiency.
- Created and delivered comprehensive Sexual Harassment prevention training to employees and leadership teams, fostering a respectful and legally compliant workplace culture.
- Represented the organization in employment-related legal matters, including drafting responses to EEOC charges, participating in unemployment hearings, and ensuring timely compliance with internal and external audit requests.
Education
Bachelor of Science | Social Work
The University of Texas At Arlington
Arlington, TXSkills
- Spanish Speaker
- Technology Proficiency
- Root Cause Analysis
- Cross-Functional Collaboration
- Product & Resource Recommendation
- Client Services Quality
Timeline
Client Services
Guardian Life Insurance Company
04.2021 - Current
Payroll / Business Office / Front Desk
Craig Ranch Fitness & Spa
08.2007 - 11.2021
Employee Relations Specialist
Countrywide Home Loans
08.2004 - 02.2007
Bachelor of Science | Social Work
The University of Texas At Arlington
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