Nino Torres

• Operations Manager – Startup company

• Process Improvements – Streamline Documentation and case tracking utilizing the PODIO system. 

• Integration of different tools – Streamlining proper documentation and work ethics

• Strategic Planning – Implementation of new processes with different line of business

• System Implementation – focusing on compliance with the help of SIPOC

• Piloted Escalation Desk Process – Focuses on decreasing Repeats

• Spearheaded Yanked cases tracking – Created VS Owned • R3 and R30 pairing for Escalation Desk

• 30minute Repeat and 24hr Repeat

• Top Nesting team for 3rd and 4th quarter of 2014

• Top Team for Attainment August 2015 • Top Team 3rd quarter – Uverse blue

• Top Team for DTV issued October and November • POC – Nesting and Transition Group 

Training and Certification

• Behavioral Analysis and Language Style - by Rebecca Boody — Client Lead, Training and Adaption, Mattersight Corp.

• ASPP – OMCT (Bird Book Application and Advance BPO Business Process) - by John Fariz Malingco — Training and Quality Manager, VXI Global Inc.

• OMCT ( Operations Manager Coaching Tactics) - by Erick Eichelberge — Senior Training Specialist, AT&T

• LEAD 1.0 for Supervisor (From Intro to Supervisor up to Agent Development) - Powered by SKILLSOFT