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Degrees
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Achieve Global (Certificate in Training), First Data Resources Systems (Certificate in Training), Associate of Science; Management Major
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My Expert Service
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An accomplished professional with twelve years experience in training program development including instructional design, training delivery, quality assurance, and coaching. Solution-based leader with repeated success providing strategic guidance and serving as an internal advisor for executive leadership and across functions on a full range of employee matters of varying level of complexity. Excel in navigating major challenges to enhance the work culture and partner with the business to drive performance to the next level. Keen analytical and issue management skills to assess needs and develop solutions. Speak and read Spanish fluently. Expertise in collections and customer service management.
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Experience & Qualifications
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PROFESSIONAL EXPERIENCE
THOMSON REUTERS
Director, Training (Serve as strategic partner to senior executive team, spearhead performance-management efforts, and roll out major corporate initiatives within metrics environment. Responsible for managing, developing, and delivering training programs for global business partners.
PITNEY BOWES
Operations Administrator, Operations (2005 to 2006)
Responsible for managing new product pilots and special projects. Developed training manuals and delivered training for new products. Tested and documented procedures. Worked with PB Bank to create and institute policies for financial products. Managed testing and implemented quality checks to ensure testing integrity. Created detailed reports for marketing and upper management to determine effectiveness and potential of each program or new product. Monitored agents for quality assurance to ensure that the team maintained performance standards. In addition, responsible for managing, developing, and delivering training for Operations and Inside Sales Teams. Monitor sales calls, ensure documentation integrity and Quality Assurance standards are met for Operations Team and Inside Sales Team. Provide coaching and development. Manage the group’s communication channels on new initiatives, document and communicate new procedures, and procedural changes to Operations and national customer service centers.
Performance Development Leader,
Responsible for managing delinquency levels and strategies to minimize losses for a national portfolio.
• Managed a team of collections specialists with a diverse range of skills including autodialer, skip tracing, and high balance accounts.
• Managed account audits through random quality checks to ensure adherence to policies and procedures as well as identify coaching and training opportunities
• Provided coaching and development sessions on an individual level, created development plans targeting skill gaps that lead to performance improvement and resulted in achieving or exceeding monthly delinquency targets
• Worked in with external recruiters to hire over fifty temporary employees to accommodate staffing needs during an emergency project. Developed and delivered a successful training program that reduced the training time without compromising the quality of the training. Continued coaching and development sessions that resulted in reduced call volumes, controlled talk time, and a decrease in delinquency.
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Available Modes Of Communication
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email/chat
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Contact
Glenda Torres
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