Jesus Torres Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

• Managed the execution of global safety support initiatives, ensuring compliance with safety protocols and standards while facilitating cross-functional collaboration in safety processes and support systems, resulting in a 15% reduction in incident response time• Led global programs and managed teams of 10+ employees and directors. Improved safety, security, and support systems for 600 Contact Center Agents across 6 continents• Created and fostered a culture of continuous improvement while encouraging open feedback, coaching, and collaboration, which increased team engagement by 25%• Directed a 12-month cross-functional project to develop processes and tools for managing urgent safety incidents (fatalities/injuries) and designed a change management strategy for global implementation• Supported the go-to-market strategy for a multi-million-dollar customer-facing product by building and implementing a hybrid support model with a third-party partner• Overhauled the Agent well-being program by enhancing communication strategies, increasing survey participation by 34%, and introducing roundtable sessions to improve feedback quality• Owned OKRs for agent experience and CSAT (customer satisfaction) related to urgent safety incidents, analyzing data

Chicago, Illinois, United States

• Responsible for running, maintaining, and helping close global programs and projects, overseeing the entire project management lifecycle from initiation to closure, impacting 600 Contact Center Agents across 6 continents• Enhanced customer experience by analyzing CSAT KPIs, identifying trends, and reporting actionable insights, improving CSAT scores by 10%• Launched and authored a monthly Agent well-being newsletter to improve employee experience and provide a vehicle for Agents to feel heard and respected• Directed process improvement initiatives to enhance global tooling and implemented a permissions framework to secure sensitive customer data across 15 contact center systems, reducing data access errors by 30%

Chicago, Illinois

• Monitored social media mentions from influencers (600K+ followers), crafting timely responses within a 5-minute deadline, and collaborating cross-functionally to resolve complaints, including escalated inquiries flagged by executive leadership• Developed and maintained high level of customer engagement by addressing social media inquiries and issues, increasing positive interactions by 15%• Analyzed social media trends and feedback to inform and improve customer support strategies and content, leading to a 20% increase in sentiment analysis scores

• Resolved 20+ customer support tickets per week from SMB and enterprise clients, including McDonald's and Subway, ensuring alignment with KPIs such as CSAT ratings and average handling time, contributing to a 95% resolution rate• Contributed to projects aimed at optimizing CSAT, quality, business process outsourcing (BPO), and internalprocesses• Facilitated training sessions for support team members to improve efficiency and adherence to best practices, leading to a 10% increase in overall team productivity

Greater Chicago Area

• Inaugural team member of a new support department, building customer support systems and processes (KPIs, surveys, data collection and reporting, customer response templates) that enabled 10X growth, expanding to 300 employees• Resolved social media inquiries and implemented department-wide strategies to enhance customer engagement, resulting in a 20% increase in customer satisfaction scores• Managed Corporate Social Responsibility program, strategizing and executing projects to increase employee engagement by 30%• Collected, tracked, and reported on customer experience after designing and implementing a global feedback project and tools• Developed and standardized training materials for new hires, ensuring consistent and high-quality support across the department , reducing onboarding time by 15%

Greater Chicago Area