Quiana Torres
Odessa,TX
Summary
Service-oriented individual with over 10 years experience in building positive business and customer relationships. Focused and diligent in completing tasks on time. Strong background of leadership and organizational skills with established processes and procedures.
Overview
15
15
years of professional experience
Work History
Advisor/Team Lead
Transcom Worldwide
05.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Promoted a positive work environment by fostering open communication among the CSR team members.
- Facilitated regular training sessions for the CSR team, ensuring their skills remained current and relevant in the industry.
- Implemented cross-training initiatives to increase skill sets among CSR representatives, resulting in increased productivity.
- Collaborated with other department supervisors to identify opportunities for process improvements across the organization.
- Coordinated schedules to ensure optimal staffing levels during peak call volume periods.
- Conducted regular performance reviews for continuous improvement of CSR team members.
- Streamlined processes for faster issue resolution, leading to improved customer experiences.
- Monitored call quality using designated software platforms, identifying areas where improvements could be made.
- Developed and implemented performance metrics to monitor and evaluate CSR team success.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Ensured compliance with company policies and procedures by effectively managing the CSR team''s daily activities.
- Managed high-volume call center operations, ensuring timely responses to customer inquiries.
- Collaborated with other departments on projects aiming at improving overall business performance through enhanced customer service experiences.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Carrier
USPS
07.2021 - 05.2023
- Sold stamps and money orders to mail customers along daily route.
- Furnished customers with postal information and provided change of address information and other related postal forms.
- Delivered and picked up mail from right side of vehicle to complete mounted delivery route.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Sorted mail and bundled to organize in sequence of destination.
- Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.
- Delivered various types of mail on routes according to strict timelines.
Hairstylist
QT's Salon
06.2010 - 07.2021
- Offered clients catalog showcasing hairstyle, cut and color options to meet individual preferences.
- Followed trends in hairstyling techniques to increase customer satisfaction and attract new demographics.
- Selected hair colors, products and services based on customer preference and individually designed hair care plan.
- Operated cash registers to receive payments from patrons.
- Sanitized workstations and salon equipment to reduce risk of infection.
- Responded to customer inquiries by phone, email and in person.
- Pursued continuing education and training to stay up to date with new trends and techniques.
- Ordered, displayed and maintained supplies.
- Kept work stations clean and sanitized scissors, combs and other styling tools.
- Recommended treatment and styling products to customers to meet current needs or resolve specific concerns.
Education
Bachelor of Science - Psychology
Texas Tech University Health Sciences Center
Lubbock, TXSkills
- Reliable & Trustworthy
- Computer Skills
- Relationship Building
- Basic Math
- Team Management
- Data Management
- Organizational Skills
- Planning & Organizing
- Customer Service
- Problem Resolution
Education and Training
Lubbock, TX
Timeline
Advisor/Team Lead
Transcom Worldwide
05.2023 - Current
Carrier
USPS
07.2021 - 05.2023
Hairstylist
QT's Salon
06.2010 - 07.2021
Bachelor of Science - Psychology
Texas Tech University Health Sciences Center
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