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Customer Service Quality

March 10, 2020

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Pablo L Torres

**** ****** ****** ***** #***

Ocoee, FL 34761

407-***-**** / 965-****-**** (Kuwait)

Awards and Achievements:

Army Achievement Medal

Army Achievement Award

Dean’s List Award

School Honors Award

Self-Published Author

Human Resources Certification Level 1

Program Management level 1

Active Security Clearance

Professional Skills

Fluent English & Spanish

Interviewer and investigator

Proficient in all MS office Programs

Legal research


US ARMY Veteran

Quality Control

Script Writing

Human Resources Level 1

Program Management Level 1

Assist Senior Citizens with documentation


Keiser University BA Legal Studies GPA 3.41 2015

Keiser University AA Paralegal Studies GPA 3.42 2013

Strassford University BA Guidance Counselor 2003


Ingenuity and Purpose (IAP) Joint Portal Shield Site Lead Kuwait 2016 - Present

As a Site Lead for the Joint Portal Shield in Kuwait, I conduct daily operations of the Joint Portal Shield (JPS) Systems at Camp Arifjan Kuwait as well as Camp Buehring Kuwait when Regional Lead is on vacation. Responsibilities include operations, all maintenance actions required, and support for the Joint Portal Shield System as well as managing the Portal Shield Program and personnel on Camp Arifjan and occasionally Camp Buehring.

I am also responsible for performing system modifications and upgrades to replace obsolete parts, including all routine, urgent, and emergency Modification Work Orders (MWOs). I perform installation, test, preventive maintenance, troubleshooting, and repair of electronics equipment, and stock and maintain required LRUs, as well as repair parts to support daily operations and preventative maintenance.

Maintain supplies, consumables, expendables and durables as well as repairing parts in support of all JPS systems for normal daily routine and contingency operations. Interface with the installation CBRNE response cell or Emergency Management and maintain customer relations to ensure smooth and efficient emergency response.

Complete weekly shot data, consumable counts and weekly government reports.

Support all required maintenance actions (i.e., Operators, Field Level maintenance, and Sustainment Level maintenance to maintain the Joint Portal Shield.

Perform installation, test, preventive maintenance, troubleshooting, and repair of electronics equipment.

Stock and maintain sufficient quantities of LRUs, SRUs, and repair parts to support daily operations and preventative maintenance.

Ruth’s Hospitality Group, Inc. Corporate Paralegal 2015 – 2016

I review corporate contracts, change and update language on contracts that does not meet our policies and procedures. I process estoppel certificates for signature as well as SNDAs . I request and review any and all Certificate of Insurance (COI) for our company, I review and update the Letter of Intent (LOI). My responsibilities also include requesting, reviewing all commencement letters from the Landlords. I review and interpret all lease matters for all Ruth’s Chris Steak House restaurants, review any and all amendments made to the lease as well as all abstractsto the lease.

My responsibilities also include but not limited to maintaining outside counsel reports, updating and keeping track of all lease renewals. I maintain the litigation report, receive and review all Service of Process (SOP) before forwarding to the General Counsel for further action. I also oversee all responses to subpoenas. Review all contracts for acquisitions for both Franchise and Corporate.

Part of my responsibilities is to draft, review, and revise all third party service contracts for all properties. I also provide support for real estate development as needed.

Kane Financial Services (Airamid) 2014 – 2015

Assist Nursing home residents with documentation for payments of their residency,

Complete and submit documentation from Nursing Home to the Department of Economic Affairs.

Provide Medicaid Consulting Services for nine Healthcare and Rehab facilities throughout the Orlando area, including Plant City, Winter Haven, Jacksonville and West Palm Beach. I assist Business office in obtaining all required documents for the Department of Children and Families in order to process Medicaid approvals. Upon arriving at the nursing facility, I audit both Medicaid files and Medical records for residents.

U S ARMY, FT Knox, KYChemical Operations Specialist 2006-2015

•As a Chemical Operations Specialist I was also trained in Joint Biological Point Detection System (JBPDS). As part of the JBPDS team, I made sure all areas were cleaned and cleared of any biological agent attacks that might have any potential catastrophic impact or effects on the U.S. My duties also included but not limited to detecting, identifying and collecting any samples that might have any biological agents. Upon collecting the agents, we would seal and transport to the Lab according to the SOP provided. Unless cleared to come out of the S788 shelter, any issues or problems encountered within the shelter had to be corrected using our troubleshooting guides in order to continue our mission.

Upon set up I made sure the shelter was properly grounded, all stakes were properly placed, generator was fueled and working properly, inside computer systems were set up and working according to procedures, including outside filters, camera and antennas.

As a Chemical Operations Specialist I also was part of eliminating gross contamination on both soldiers and their equipment. I was certified as a first responder and Hazmat awareness, Identified chemical agents in the air working as part of the JBPDS team and transported for testing at lab for accuracy. I was certified in radiological research as well as train other soldiers on chemical agent safety

Universal Healthcare Quality Analyst 2010 – 2014

As a Quality Analyst I monitored live calls in order to make sure all calls where meeting the quality and professionalism as company required

I also provided guidance and advice on how all calls should be handled on a daily basis which included answering the last call as if it was the first one, with the same professionalism and respect

I also provided proper coaching to low scoring agents in order to raise their scores

Freedom Health Customer Service Agent 2009 – 2010

Provide Medicare benefit information over the phone for both customers and hospital providers. Made sure all clients had proper Medicare information and benefits according the selected plan they were under

Answer calls both English and Spanish and always made sure that all customers had a clear understanding of their benefits

Reviewed hospital and clinic claims and provided payment information

Programmers Investment Corporation QC Supervisor 2001 – 2009

As a Quality Control Supervisor I did live monitoring of incoming and outgoing calls in the customer service department

As part of my responsibilities as a Quality Control Supervisor I created all proper scripting for all calls as well as proper verbiage and rebuttals

I also provided proper guidance and counseling for all calls that were not meeting proper standards according the company rules and requirements

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