CURRICULUM VITAE

ANDREW JASON G. TORRES

#**B Parada Road, Parada, Valenzuela City 1440

Mobile#: 094*-***-****

Phone#: 233-6397

EDUCATIONAL BACKGROUND

Tertiary Education College of St. Benilde

Pasay, Taft, Metro Manila

Major in of Marketing Management

PRO external for CDP

College Scholar -

Secondary Education SACRED HEART SCHOOL (SHS-Bahrain)

Issa Town, Bahrain

High School Diploma, June 1993

Sports Awardee

Elementary Education JOSE ABAD SANTOS MEMORIAL SCHOOL (JASMS)

San Andres, Manila

Elementary Diploma, March 1989

Loyalty Awardee

WORK EXPERIENCE

Aug 24 ‘18 to Present Accenture Inc.

21/F Global One

Eastwood City Cyberpark

Bagumbayan Libis, Quezon City 1110

Philippines

Quality Auditing Senior Analyst (CL10)

Business Solutions & Technology - Workforce Command Center

Accenture Intelligent Operations

Project - insurance co.

Tasked to encode claims in the system and ensure that it was accurately posted

Assisted with the attendance and reports sent out for the Agile group

Project - Training Module Creation

Proof reading and editing of slides and content of presentation

Assisted in managing the group while project head is on PTO

Sent reports and updates to the Quality Manager

Project QA Lead for Calibration session management and governance of the deal's regional Quality

Overall managing/governance of quality bare minimums of the 3 regions tasked to me

Tasked to facilitate and join calibration session of all regions. Ensuring everyone is at the same standards

Send out variance reports to leads and ensure the accuracy of it

Jul 1 ‘17 to October 26’ 17 e-Telequote Inc LLC

Clearwater, FL, USA

Business Process Supervisor

serve as an Independent Contractor providing the following services to the Company

interfacing with partners regarding quality, compliance and research

pulling call recordings for operational purposes and to respond to complaints

providing internal QA scoring and support as needed and posting sales calls as needed. Consultant shall work as needed to on projects related to quality assurance and shall prepare and provide reports regarding quality assurance or compliance issues that are observed.

provide regular feedback and instruction to QA team members and consult with team members on methods and production. (Such duties are referred to herein generally as the “Services”).

submit work to the Company’s Executive Vice President of Operations who may, from time to time, amend or supplement the Services.

Oct 31 ’11 to Jun 30 ‘17 IBEX Global (formerly known as The Resource Group (TRG) Manila, Philippines)

5th floor Hanston bldg., Emerald Ave. Pasig City

Business Support Specialist to

Business Support Supervisor

Acts as the Point person for the for an Insurance brokerage account for the said company. I also have direct communications with the CEO of the insurance brokerage.

Tasked to audit Non sale and sale calls.

Conducts coaching sessions for on and off shore agents for the said account.

Tasked to monitor the team’s daily work goals and progress. Ensures that everyone is hitting their goals.

Creates periodic reports on Quality trending and calls filtered aside from sending it to operations and the CEO of the insurance company being supported. Sends out daily and monthly progress reports on quality and factors as to how to improve the account’s continued success.

Conducted interviews for new agents for the account in place of the operations supervisors.

Stands as the SME of the account for the level one CSRs. Ensuring that the over all consumer experience in the call (from CSR to the agents) is a good experience (CSAT).

Conducts compliance audits of all enrollment calls for the said Brokerage and ensure that all applications had been accomplished accurately.

I was also the one who created the score sheet for level 1 agent (Quality Monitoring Form)

Helped created the script and rebuttals for the level one agents.

Mar 30 ‘07 – Oct 31’12 APAC CUSTOMER SERVICE

Muntilupa City, Alabang and Araneta Center, Cubao sites

Corporate Quality Analyst

Tasked to audit calls for the account handled and make periodic reports on the quality trending for the account.

Conducts calibration sessions with the client of the account together with operations to make sure that all necessary guidelines and procedures are met by the representatives.

Sends out daily and monthly progress reports on quality and factors as to how to improve the account’s continued success.

Conducts CSAT (Customer Satisfaction) evaluations to the account handled and how they could improve on their handling skills.

Conducts coaching session with the reps regarding their QA scores and CSAT.

Does one on one coaching with reps regarding errors. With emphasis on the finding root causes and action plans.

Stands as the SME (Subject Matter Expert) for the account.

Mar 26 ‘07 – Oct 22 ‘07 APAC CUSTOMER SERVICE

Araneta Center, Cubao

Advisor

I am tasked to do floor support for the said campaign.

Took in call and escalated calls for the said account.

Conducted team meetings/huddles for updates and call outs regarding the account and cascade it to the team.

Also did team monitors and made sure that the Quality for the said campaign is maintained. I hand out periodic update that comes from the client and operations.

Had undergone CFR training recently so to do effective coaching techniques.

Mar 28 ’05 – Mar 26 ‘07 APAC CUSTOMER SERVICE

Muntilupa City, Alabang

CSR

Senior Rep/CSR Responsible for handling inbound calls from Doctor’s, Nurses, and Secretaries for one of the biggest insurance companies in the United States.

I was a part of the pioneer adjustment team for POS manila and was tasked to adjust claims that were processed incorrectly by the company/system.

4 years with REY Marketing Inc. (MARIWASA)

Pasig city.

Branch Head

Tasked to manage the store and personnel. Sales and staffing.

Sales goal oriented and ensured that stocks are readily available to clients.

PERSONAL BACKGROUND

I was born on August 27, 1975. I am eldest son of Virginia Torres and the late Alejandro P Torres. I am married to Monnaliza S. Torres and a father to John Bryce S. Torres. I am very fluent in English and Filipino. I am hard working and love facing challenges. I am independent, and responsible. And I am able to work with minimal supervision.

CHARACTER REFERRENCE

To be furnished upon request.

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