Michelle Torres Email & Phone Number

Libertyville, Il

Chicago, Il

• Driving strategy and transformation team requirements documentation and research• Project management of incubation proposals• Work in conjunction with the team to develop the BRD for cross functional alignment• Develop, define and drive to project timelines deliverables both internally and externally• Organize and facilitate project planning, daily meetings, reviews and other ad hoc project related meetings.• Assess project issues and identify solutions to meet productivity, quality and customer goals.

Chicago, Il

• Primary internal/external group interface for all Premium, Value, and Companion product launches.• Define and maintain processes, manage implementation lifecycle and coordinate documentation as necessary. • Continually seek improvement opportunities for NPI checkpoints and overall project management framework.• Organize and facilitate project planning, daily meetings, reviews and other ad hoc project related meetings.• Hold both internal and external team members accountable for deliverables. • Assess project issues and identify solutions to meet productivity, quality and customer goals.

Libertyville, Il

• Managed day-to-day timely processing of incoming global support incidents.• Updated, maintained, and implemented global RNT accounts for internal and external team members.• Identified, implemented and drove resolution on global business rules.• Established, updated, implemented and maintained global workspaces/workflows.• Updated and maintained global analytics.• Created, maintained and implemented consumer surveys and mailings.

Libertyville, Il

• Supported two Supplier Managers and one Service Key Account Manager.• Carrier interaction.• Liaised between the Repair Vendors and AAD.• Reviewed, managed, and escalated repair parts issues.• Updated schedule and informed Repair Vendors with the parts promise dates. • Lead and managed ISO for our team.

Libertyville, Il

• Directed a multi-function team towards ISO 9001 compliance and certification for North America Service and Quality organization.• Identified the processes needed for the quality management system and their application throughout the organization.• Author of the organization’s Quality Manual.• Communicated the quality policy and objectives throughout the organization.• Managed Internal Assessment Process to determine whether the quality management system conforms to the requirements. o Identified internal auditors and coordinate sector training. o Created internal audit plans and schedules. o Tracked and measured internal audit compliance to plan.• Managed corrective and preventive actions to prevent reoccurrence to policies/process violations• Facilitated management review schedule and process.• Facilitated external audits (KEMA & Corporate).• Managed Electronic Documentation System (eDoc). o Approved North America Service, Quality & Operations process documents in e-Doc. o Participated/Represented North America on eDoc Global Steering Committee. o Resolved system related problems by troubleshooting issues (through IT Interface) and notify users of resolutions. o Provided eDoc training to users.• Managed Compass website. o Maintained system configuration, access levels and improvements.

Libertyville, Il

• Placed FRU (Field Replacement Unit) orders for Carriers.• Placed and managed seedstock orders for the National Service Center.• Assisted in maintaining the FRU (Field Replacement Unit) program agreements.• Evaluated the optimization of supplying returned goods as FRU or seedstock to reduce the expenditure.• Generated a monthly FRU and seedstock forecast.• Generated and maintained internal FRU and seedstock metrics.• Created and maintained Standard Operating Procedures to adhere to ISO (Internal Standard Operations).

Libertyville, Il

• Supported five Service Key Account Managers• Generated monthly reports to Cellular Carriers• Placed FRU (Field Replacement Unit) orders for Cellular Carriers• Created and maintained Standard Operating Procedures to adhere to ISO (Internal Standard Operations) • Received, reviewed, and processed Cellular Carriers and/or Motorola Sales Representatives questions and direct an appropriate resolution• Assisted in maintaining the OTC program agreements

Libertyville, Il

• Scheduled, directed, and provided guidelines to five warranty analysts.• Developed and implemented training for new hires and contracted employees.• Analyzed financial data and develop monthly reports of total warranty claims paid.• Reviewed, processed, and distributed warranty claim payments in excess of $10,000,000 annually.• Analyzed and authorized warranty authorization certificates for distribution to Cellular Distributors. • Reviewed, analyzed, and adjusted warranty claims.• Developed and published both verbal and written, warranty claim policies and procedures.• Evaluated Cellular Distributors for utilization of our cellular web site, approved the addition to the cellular web site and trained the Cellular Distributor in the use and effectiveness of the cellular web site.• Validated and maintained vendor and site id’s for the interface between the accounts payable system and teletrak.• Received, reviewed, and processed consumer complaints and direct an appropriate resolution.*Original employment with Motorola from 6/1993 to 6/1997 was as a Contracted Employee through Olsten Staffing