Ben Torres Email & Phone Number

Peekskill, NY, US

New York, US

New York, US

• On-boarding
• Release Readiness including implementing new procedures and improved cross-functional collaboration
• eLearning for classroom/virtual training
• Maintenance of both internal and external knowledge base

New York, US

• Implemented analytics and surveys through Qualtrics, to measure training success, gaps, and engagement
• Used analytics to implement training program changes maintaining a 98% CSAT score
• Increased NPS scores from 45.3 to 80.0
• Implemented “Office Hours” to cover industry and Intralinks knowledge and provide an open forum for CS team members

New York, US

• Created new hire and Release Readiness curriculum and content
• Led on-boarding classes
• Hosted Release Readiness training virtually for global team members

New York, US

• Constructed and updated e-learning content using Captivate
• Led on-boarding classes
• Hosted Release Readiness training virtually for global team members

Chatsworth, California, US

• Recruited by Xytech management based on a strong working relationship with team members and excellent product knowledge. Responsible for the successful implementation, support and training of software.
• Trained users and administrators at premier companies such as A&E and ABC leading to more efficient software use, fewer client issues and a higher quality customer experience.
• To support business development, demonstrated software features and workflows to existing and potential clients such as CBS Networks

• Provided training and assisted in the implementation of new procedures and software initiatives for a national corporation with eight regional offices from entry to executive levels. Delivered engaging and easy to.
• Authored dozens of eLearning training videos and written manuals for over 300 team members allowing easy, at-will training which reduced lost man power hours.
• Created a structured curriculum within the LMS creating consistency throughout the national offices for an easy to follow path to certification and goal completion.
• Set up and delivered engaging real time training and demonstrations for small to large audiences using classroom or webinar delivery based on needs and audience.
• Provided training to Client Managers at national offices educating them on how to best onboard and train their customers leading to reduced data entry staff needs and improved customer experience.
• Successfully onboarded dozens of employees from multiple departments which allowed faster, more efficient contributions. Onboarding included general company/industry information and policies, standard operating.

• Promoted by the Regional Vice President to manage a team of sixteen Client Managers and serve as an escalation point for DG New York’s near 1,000 client member base including top global, multi-million dollar.
• Set individual and team goals. Guided the team to meet those goals by reviewing customer service incident reports to identify error trends, creating and implementing SOPs that reduced error rates and implemented a new.

• Promoted by the Director of Client Services to serve as the point of contact for several high revenue clients and provided superior customer service by ensuring SLAs were met or exceeded under challenging deadlines.
• Liaised with clients and DG departments to proactively identify and address issues which reduced lost revenue. Provided estimates for jobs, projects and campaigns.
• Trained clients on the use of web based applications allowing clients to submit and track their orders reducing turn around times and data entry staff needs.
• Demonstrated web based applications via webinar and/or classroom setting to existing and potential clients. Supported sales team with subject matter expertise, analyzed client order trends and customized demos to.

New York, NY, US

Recruited by my former supervisor at DG to assist with the creation and implementation of an ad distribution unit and system. I returned to DG when I was offered a promotion. Assisted in the development and implementation of a new in-house video commercial distribution system by providing specifications, requirements, mock-ups and testing.

Processed, tracked, and supported heavy volume of client requests from multiple high revenue accounts including Smirnoff, Progressive Insurance and AT&T. Served as the only CSR chosen to support, demonstrate and train internal and external clients for use of DG’s internet-based products.