Lupe Torres Email and Phone Number

 Assisted in developing and creating chat teams for Bank of America  Worked with recruiters to create new hire questionnaire based on new skill created Assisted in Onboarding our three previous Chat Suppliers Developed a close relationship with each of our vendors in order to set our needs and expectations with chat Worked directly with the vendors in providing feedback, reviewing data, reporting key issues Attended quarterly QBR sessions with our chat vendor to… Show more  Assisted in developing and creating chat teams for Bank of America  Worked with recruiters to create new hire questionnaire based on new skill created Assisted in Onboarding our three previous Chat Suppliers Developed a close relationship with each of our vendors in order to set our needs and expectations with chat Worked directly with the vendors in providing feedback, reviewing data, reporting key issues Attended quarterly QBR sessions with our chat vendor to review performance and provide input on recommendations suggested by the vendor Lead three chats teams whom performed different levels of sales and service for our customers Coaching to excellence by conducting coaching’s on a daily basis Provide direction, leading by example; instill a culture of accountability Monitor associate chat engagements live and provided immediate feedback Assist in resolving escalated consumer concerns/issues  Assist in the implementation of new technology and procedures/processes Handled all operation side of business, which included creating plans for year over year growth Created new incentive plan for the team, meet with incentive team on a monthly basis to determine eligibility and perform any discretionary changes as needed Handled all aspects of staffing by utilizing forecasting tools to create daily schedules, schedule vacations, personal time off, create schedules for new hires based on traffic volume to the site and gaps in schedules. Attended all new initiative forums to determine if team would be affected and determined what level of training, communication or huddle was needed  Performed all administrative duties which include payroll and timekeeping, performance and development reviews, yearend merit increases and pay for performance bonuses Show less

Concord Online Banking Text Chat ManagerChat Manager for Deposits/Small Business and Platinum Service ChatAssisted in developing and creating Text Chat through the hire and training process.Lead and coach 45 agents assisting financial product applicants through two-way, real-time text chat communications in a team environment.Assess agent performance and coaching to excellenceProvide direction, leading by example; instill a culture of accountabilityMonitor associate chat… Show more Concord Online Banking Text Chat ManagerChat Manager for Deposits/Small Business and Platinum Service ChatAssisted in developing and creating Text Chat through the hire and training process.Lead and coach 45 agents assisting financial product applicants through two-way, real-time text chat communications in a team environment.Assess agent performance and coaching to excellenceProvide direction, leading by example; instill a culture of accountabilityMonitor associate chat engagementsMonitor associate attendanceAssist in resolving escalated consumer concerns/issues regarding the application processAssist in the implementation of new technology and procedures/processesOther administrative duties and development related to management of a team to be assigned as necessary/availableIncludes attending special training classesIncludes being assigned self-managed projectsPreparing and distributing various operation related reports and statistics Show less

Utilize Six Sigma tools and DMAIC methodology to design customer focused processes that drive results for Associate Delight, Customer Delight, and Shareholder Value.Worked on several local, regional, and enterprise wide projects.Completed all required training classes for Green Belt certificationGreen Belt certified

Responsible for assisting phone associates with questions on policy/procedure, difficult calls, and escalated calls.Assisted the management staff with coaching associates.Stepped in as an acting Manager when needed.Managed a team of 20 associates. Managed a group of 26-35 call-center associates. Managed a group of Mentors.Assisted in establishing a Sales Nesting Team with the Sales Manager. Stepped in as an acting Unit Manager whenever Unit Manager was… Show more Responsible for assisting phone associates with questions on policy/procedure, difficult calls, and escalated calls.Assisted the management staff with coaching associates.Stepped in as an acting Manager when needed.Managed a team of 20 associates. Managed a group of 26-35 call-center associates. Managed a group of Mentors.Assisted in establishing a Sales Nesting Team with the Sales Manager. Stepped in as an acting Unit Manager whenever Unit Manager was out.Managed productivity standards, as well as center's service level goals.Skills Office tools Microsoft Word, Excel, & Powerpoint6 Sigma Greenbelt CertifiedExcellent Management, Customer Service and Training Experience. Show less

In charge of 13 banking centers - received teller envelopes every morning and reconciled overages/shortages.