RUSSEL TORRES
Cavite
Summary
Professional with robust background in process improvement and optimization, ready to drive efficiency and effectiveness in operations. Strong analytical skills, adept at identifying bottlenecks and implementing solutions. Skilled in team collaboration, adaptable to changing needs, and focused on delivering measurable results. Known for reliability and strategic approach to achieving organizational goals.
Overview
17
17
years of professional experience
Work History
Process Specialist
Cloudstaff Modern Workforce
Northgate Alabang Muntinlupa, Philippines
08.2024 - Current
- Managed Data Entry, Customer Service and Visy Logistics Operations mailboxes responding to queries and requests.
- Managed customer service hotline to answer calls from carriers and customers.
- Provide timely updates for order tracking and creation.
- Perform various ad-hoc tasks for the client depending on their needs.
Process Specialist
Infosys BPM Ltd.
Northgate Alabang Muntinlupa, Philippines
05.2018 - 08.2024
- Create booking request for scheduled truck transfers.
- Create trips for vendors to accommodate the scheduled transfers. Also close these trips in the system once the transfer is complete.
- Conduct random audits and provide coaching and feedback.
- Send out daily report for productivity, KPI’s & SLA’s.
- Generate ideas for process improvement and automation.
- Measure capacity and utilization of agents.
- Account: Visy Logistics
Team Leader
Infosys BPM Ltd.
Northgate Alabang Muntinlupa, Philippines
01.2013 - 05.2018
- Streamlined process documentation to enhance operational efficiency and compliance.
- Developed training materials for new team members, improving onboarding experience.
- Analyzed workflow processes to identify bottlenecks and implement improvements.
- Facilitated workshops to gather feedback and drive continuous process improvement efforts.
- Collaborated with stakeholders to design process enhancements aligning with business objectives.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
- Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
Team Lead – Technical Support
Firstsource Solutions Limited
Northgate Alabang Muntinlupa, Philippines
02.2010 - 12.2012
- Daily call with offshore Managers providing information’s about Team performance and scores. Ensuring that On Time Performances are met and target SLA’s are being taken care off.
- Providing daily Team reports composing of their loops to test and orders that are due for the next four days to ensure they are tracking those orders and provide timely updates to customer requests.
- Monitoring of agents logged in to their ACD. Calls should be answer 40 seconds from the time it came in our queue.
- Providing coaching and feedback to each agent showing their weak points and areas that they to improve on.
- Motivating each agent so their performance will not affect our service and the quality and quantity of their productivity are at max.
- Account: Verizon Business
Technical Support Representative
Firstsource Solutions Limited
Northgate Alabang Muntinlupa, Philippines
09.2008 - 02.2010
- Perform circuit cross connection for DS1 and DS0 circuits. Testing the circuit continuity to check that circuit crossconnects are correct.
- Checking TCOM’s and Provisioning’s design just to make sure they put in the proper and correct CFAs and channels. From there we can run tests and patterns. And if not, that’s another case of probing. Chances are we need to call the LEC for head to head test.
- Cooperative testing with the LEC is another complex kind of process. We need to verify if the LEC installed the proper device and connected all the wirings for every channel based on the routing. Sending patterns and measures should be done accordingly to make sure everything is done on both ends.
- Creating tickets to request a dispatch in order to resolve several issues with circuits. Checking these tickets from time to time to see if the issue has been resolved.
- Handle calls and test and resolve other technician’s issue. We also call LEC to follow up the loop and check with them all the necessary patterns to make sure that all loops are running well. Update the CPE with IC/IM and coordinating with CPE coordinator to close the order.
- Account: Verizon Business
Education
Electronics and Communications Engineering
National College of Science And Technology
Dasmariñas, Cavite03.2008
Skills
- Verbal and written communication
- Data entry
- Process automation
- Business process mapping
- Reporting and documentation
- Staff mentoring and coaching
- Customer service
- Attention to detail
Disclaimer
I hereby certify that the above facts and figures are true and correct to the best of my knowledge and belief. RUSSEL D. TORRES
Timeline
Process Specialist
Cloudstaff Modern Workforce
08.2024 - Current
Process Specialist
Infosys BPM Ltd.
05.2018 - 08.2024
Team Leader
Infosys BPM Ltd.
01.2013 - 05.2018
Team Lead – Technical Support
Firstsource Solutions Limited
02.2010 - 12.2012
Technical Support Representative
Firstsource Solutions Limited
09.2008 - 02.2010
Electronics and Communications Engineering
National College of Science And Technology