Shannon Torres

Detail-oriented and customer-focused operations professional with experience supporting high-volume Coke Consolidated along with proficiency to support and assist with all customers within the SEBU. Skilled in streamlining high volume workflows, resolving customer issues efficiently, and collaborating across departments to enhance customer satisfaction and operational performance. Known for strong communication, problem-solving, and the ability to manage multiple priorities in fast-paced environments.

- Managed daily customer service operations for Coke Consolidated, handling high volumes of inquiries via email and internal systems.

- Resolved customer complaints and escalations with a focus on maintaining reputation and customer satisfaction, fill rate, on time reporting.

- Coordinated with logistics, planning, sales, and distribution teams to track orders, shipments, and product availability.

- Maintained accurate records of customer interactions, transactions, and feedback.

- Identified recurring issues and collaborated with management to improve and expedite processes.

- ASOP order processing, SAP EDI order processing, return authorizations, and claim concerns in conjunction with Inventory Control and Billing.

- Supported promotional campaigns and product launches by ensuring smooth customer communication and issue resolution.

- Analyzed customer feedback and trends to provide insights for operational improvements

- Ensured compliance with company policies and quality standards in all customer interactions

- Cross-trained across multiple bottler networks, including Coke United, Coke Florida, Abarta, Liberty and mainstream bottlers, enabling flexible support and continuity across regions.

- Trained in international customer operations, including support for Canada markets, ensuring compliance with regional processes and customer expectations

- Participated in SAP security testing, supporting system validation, access controls, and operational readiness for internal platforms

- Trained new team members on systems, procedures, and customer service expectations when needed.

-Collaborated, generated and analyzed nightly reports for Coke Consolidated to monitor order status, inventory cuts and on time delivery.