RICARDO TORRES
San Antonio,TX
Summary
Highly adaptable and detail-oriented professional with a diverse background in customer service, dispatch operations, and military service. Holds a Bachelor’s degree in Business Administration with a focus on Human Resource Management. Skilled in problem-solving, critical thinking, and data analysis, with a proven track record of identifying and resolving discrepancies, exceeding performance metrics, and maintaining confidentiality in handling sensitive information. Adept at managing high-pressure situations, optimizing processes, and fostering collaboration to drive operational success. Seeking a challenging role that leverages analytical abilities and commitment to excellence to contribute to organizational goals.
Overview
17
17
years of professional experience
Work History
Customer Service Advocate/Floor Support
Cigna-OneRx
08.2023 - Current
- Developed a comprehensive understanding of pharmacy benefits, including Cigna’s coverage, enabling me to identify inconsistencies and analyze data with precision.
- Proactively resolved customer issues by investigating root causes of complaints and discrepancies, demonstrating a strong ability to detect patterns and potential anomalies.
- Consistently exceeded performance metrics, demonstrating my strong work ethic, focus, and ability to work under pressure.
- Handled escalated customer inquiries and high call volumes, requiring quick decision-making, critical thinking, and the ability to maintain accuracy under pressure.
- Provided real-time support to customer service teams, helping troubleshoot complex issues and refine processes, further developing my analytical abilities and capacity to handle intricate problems.
- Handled sensitive information, including credit card details, Social Security numbers, and home addresses, with the utmost care and confidentiality, demonstrating a strong understanding of data privacy and security.
Customer Service Representative
Circle K
09.2019 - 06.2020
- Managed inventory and placed orders to ensure the store was fully stocked, demonstrating strong organizational skills and the ability to track and manage resources, an asset in detecting discrepancies or irregularities in data.
- Signed for orders and ensured proper documentation, highlighting my ability to handle sensitive information and maintain records accurately—key for managing and analyzing fraud-related data.
- Delivered exceptional customer service
Dispatcher
RailCrew Xpress
01.2016 - 01.2017
- Coordinated dispatch operations for a fleet of 25 vehicles, demonstrating strong analytical and decision-making skills to adapt to real-time changes and ensure smooth operations.
- Monitored and optimized routes using GPS systems, showcasing attention to detail and the ability to analyze data for efficiency improvements.
- Maintained accurate records of dispatch activities, including incident resolution, highlighting a commitment to thorough documentation and data accuracy.
- Adapted quickly to dynamic situations, applying critical thinking and problem-solving to manage unforeseen challenges.
Army Veteran
US Army
01.2008 - 01.2011
- Demonstrated exceptional leadership skills, managing and motivating teams in high-pressure environments
- Exhibited strong problem-solving and critical thinking skills during complex and challenging situations
- Consistently met short and long-term targets
- Passionate about learning and committed to continual improvement
- US ARMY
Education
Bachelor of Science - Business Administration And Management
DeVry University
Manhattan, NY10.2021
Skills
- Account Management
- Conflict Resolution
- Cross-Functional Collaboration
- Report Preparation
- Teamwork
- Organizational
- Time Management
- Attention to Detail
- Telephone Etiquette
- Adaptability
- Quick Learner
- Process optimization
Languages
Spanish
Limited Working
Timeline
Customer Service Advocate/Floor Support
Cigna-OneRx
08.2023 - Current
Customer Service Representative
Circle K
09.2019 - 06.2020
Dispatcher
RailCrew Xpress
01.2016 - 01.2017
Army Veteran
US Army
01.2008 - 01.2011
Bachelor of Science - Business Administration And Management
DeVry University
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