Reyna Torres
Bensalem,PA
Summary
Personable Quality Control Supervisor with many years of experience maintaining established quality standards. Motivated team leader dedicated to teaching teams how to provide exceptional customer service. Praised for upholding customer service standards.
Overview
6
6
years of professional experience
Work History
Quality Control Supervisor
Therapynotes
Horsham, Pennsylvania
11.2025 - Current
- Trained staff on quality control procedures and protocols.
- Assessed calls to ensure adherence to quality standards and compliance.
- Reviewed emails to verify quality standards and compliance.
- Developed and implemented workflow processes to enhance customer service quality.
- Provided feedback and recommendations for continuous improvement initiatives.
- Monitored AI chat bot conversations and improved performance.
Quality Control Supervisor
Therapynotes
Horsham, Pennsylvania
11.2025 - Current
Product Trainer
TherapyNotes
03.2024 - 11.2025
- Solicited feedback from training participants to refine course content and delivery methods, enhancing overall training effectiveness.
- Identified areas for improvement within existing training programs using data-driven evaluations, leading to enhanced performance outcomes across multiple departments.
- Solicited feedback from training participants regularly, using the input to continually refine and improve course content and delivery methods.
- Created detailed saved responses for success team to streamline customer support inquiries, improving response time and consistency.
- Implemented quality control standards to ensure consistency in training.
Customer Success Representative
TherapyNotes
01.2023 - 03.2024
- Provided exceptional customer service by leveraging extensive product knowledge to create welcoming, positive experiences.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Increased customer retention through diligent follow-up and relationship-building efforts.
- Delivered prompt service to prioritize customer needs in not only the support queue but multiple specialty queues.
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Facilitated knowledge sharing among colleagues to enhance specialty queue performance.
- Adapted quickly to changes in procedures and policies to ensure smooth operations.
- Responded proactively and positively to rapid change.
Lead Waitress
Crafty Crab
Bensalem, PA, PA
04.2020 - 01.2023
- Resolved customer complaints swiftly and professionally, enhancing satisfaction.
- Provided exceptional service to high volume of daily customers.
- Served high volume of tables at once and simultaneously supervised serving staff.
- Trained new waitstaff on restaurant policies and service techniques.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Oversaw inventory levels and tracking of supplies to ensure availability. of supplies and communicated needs to kitchen staff.
Education
High School Diploma -
Bensalem High School
Bensalem, PAAssociate of Science - Health Sciences
Bucks County Community College
Newtown, PASkills
- Quality assurance
- Process improvement
- Workflow Optimization
- Training Development
- Complaint resolution
- Customer engagement
- Leadership
- Team Collaboration
- Creative problem solving
- Office proficiency
- Organized approach
Accomplishments
- Was awarded the first Most Value Trainer award.
- Collaborated with a previous colleague in the development of new trainings such as Claim Rejections and improving the Mock Call process.
Work History
01-2023
Timeline
Quality Control Supervisor
Therapynotes
11.2025 - Current
Quality Control Supervisor
Therapynotes
11.2025 - Current
Product Trainer
TherapyNotes
03.2024 - 11.2025
Customer Success Representative
TherapyNotes
01.2023 - 03.2024
Lead Waitress
Crafty Crab
04.2020 - 01.2023
High School Diploma -
Bensalem High School
Associate of Science - Health Sciences
Bucks County Community College