Operations & Customer Experience Leader

Cristina E. Torres

Operations & Customer Experience Leader

Miami, FL 305-***-**** *****************@*****.*** Professional Profile

Results-driven operations and customer experience professional with more than seven years of progressive leadership experience improving business operations, strengthening client relationships, developing teams, and solving complex operational challenges. Throughout my career, I've been recognized for building trust, improving processes, and delivering exceptional customer experiences in fast-paced environments.

While my background has been in franchise operations, my expertise in operations, customer service and success, process improvement, and people leadership is highly transferable across industries. I am excited to bring these skills to an organization that values collaboration, continuous learning, and long-term growth.

Career Highlights

• Improved regional performance ranking from #54 to Top 5 nationwide through operational improvements and client retention initiatives.

• Managed relationships across 1,000+ commercial accounts while maintaining high levels of customer satisfaction.

• Successfully mediated complex client and franchise owner disputes, protecting long-term contracts and business relationships.

• Developed and coached 30+ franchise owners through performance improvement, customer service, and operational best practices.

• Reduced client cancellations through proactive relationship management, service recovery, and strategic issue resolution.

Professional Experience

Director of Operations Jani-King of Jacksonville Oct 2024 – July 2026

• Managed day-to-day operations for a regional portfolio supporting over 1,000 commercial clients and 100+ franchise owners, balancing customer satisfaction, operational performance, and long-term account retention.

• Trained and oversaw a team of three Operations Managers, fostering accountability and high performance.

• Negotiated service agreements, pricing adjustments, and contract resolutions while preserving client relationships and maximizing profitability.

• Developed and implement training programs that improved service quality and reduce client churn.

• Monitored operational performance metrics, identified opportunities for improvement, and implemented process enhancements to achieve business goals.

• Served as the primary escalation point for high-risk client concerns, mediating complex disputes between customers and franchise owners through solution-focused communication that protects contractual relationships and minimizes client attrition.

• Coached franchise owners on customer communication, conflict resolution, operational excellence, and business performance.

• Conducted quality assurance inspections for high-value commercial accounts, proactively resolving concerns and cultivating trusted relationships with decision-makers. Operations Manager Jani-King of Jacksonville Sep 2020 – Sep 2024

• Managed day-to-day operations for a multi-million-dollar regional portfolio.

• Served as the primary relationship manager for over 1,000 commercial clients, proactively resolving service concerns, facilitating communication between clients and franchise owners, and driving long-term account retention.

• Improved regional ranking from #54 to Top 5 nationwide through operational improvements.

• Conducted quality assurance inspections and led service recovery efforts through corrective action plans and stakeholder collaboration.

• Trained franchise owners in operational excellence, customer service expectations, conflict management, and business development.

• Delivered franchise investment presentations and financial overviews in English and Spanish. Administrative Assistant Jani-King of Jacksonville May 2019 – Aug 2020

• Provided customer service, scheduling, administrative, and accounting support.

• Served as a liaison between office staff, clients, and franchise owners.

• Served as the initial point of contact for client and franchise owner concerns, utilizing active listening, empathy, and problem-solving techniques to de-escalate sensitive situations, resolve issues efficiently, and ensure a seamless customer experience. Skills & Core Strengths

• Operational Leadership

• Strategic Problem

Solving

• Client Success &

Relationship

Management

• De-escalation

• Cross-Functional

Collaboration

• Business Process

Improvement

• Contract Negotiation

• Team Leadership,

Coaching &

Development

• Customer Experience

• Project & Program

Coordination

• Change Management

• Performance

Management

• Stakeholder

Communication

• Conflict Resolution &

Negotiation

• Data-Driven Decision

Making

• Account Management

• Business Operations

• Process Optimization

• Quality Assurance

• Operational Excellence

• Employee Training

• Bilingual (English &

Spanish)

• Microsoft Office Suite

Education

High School Diploma

Doral Academy Charter High School

Miami, FL

Associate’s degree

Florida International University

Miami, FL

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