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Kimberly Torres

@kimberlytorres

Message

Quality Team Lead turning customer data into measurable service improvements.

Philippines

Message

What I'm looking for

I’m looking for a role that offers challenge and opportunity for my career development, where I can use data-driven quality methods, leadership, and service-quality improvements to fully serve the organization and deliver measurable results.

I’m a Quality Team Lead and Quality Analyst who helps teams deliver consistently strong service quality through internal audits, performance evaluation, and data-driven recommendations. I’ve built my career in customer-facing roles and now use quality investigations, calibration sessions, and weekly/monthly tier reporting to translate frontline insights into actionable improvements.

In my current role, I lead internal and external meetings, support corrective action investigations, and define corrective/preventive actions to address root causes. I also query databases for investigation variables, analyze reports to identify inefficiencies and trends, and create and maintain SOPs and quality guidelines—so service standards are maintained across the program.

Experience

Work history, roles, and key accomplishments

Current

Quality Team Lead

Current

TELUS International Philippines

Dec 2023 - Present (2 years 6 months)

Led quality improvement initiatives by analyzing program performance, identifying trends, and driving corrective/preventive actions to strengthen service quality. Developed and maintained SOPs and quality guidelines, and collaborated cross-functionally to create action plans and coaching focus areas.

Quality Improvement Trend Analysis Root Cause Analysis SOP Development

Quality Analyst

TELUS International Philippines

Dec 2019 - Nov 2023 (3 years 11 months)

Performed internal audits and evaluated agent transactions, providing timely feedback to leadership to improve service quality. Conducted corrective action investigations, identified root causes, and supported data-driven recommendations.

Internal Audit Quality Assurance Root Cause Analysis Data Analysis SOP Development Reporting Stakeholder Management

Cable Specialist

Convergys

Nov 2016 - Mar 2017 (4 months)

Handled Cable Specialist responsibilities for the Time Warner Cable account, supporting service delivery and customer experience. Delivered consistent, detail-focused support while remaining calm under pressure.

Customer Support Troubleshooting Service quality Communication Time Management Patience Reliability

Travel Executive

Aegis People Support

Sep 2014 - Apr 2016 (1 year 7 months)

Supported travel-related customer requests for the Orbitz account while maintaining clear communication with stakeholders. Applied time management and detail-oriented practices to handle ongoing service needs.

Customer Service Communication Time Management Persuasion Problem Solving Reliability Stakeholder Management

Customer Relation Officer

Juno Cars Inc.

Oct 2012 - Apr 2013 (6 months)

Provided customer relation support for Chevrolet Shaw, ensuring responsive and professional handling of customer needs. Maintained a calm, detail-oriented approach to service responsibilities.

Customer Service Customer Relationship Management Client Communication Persuasion Time Management Patience Reliability