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Racquel Torres

@racqueltorres

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Quality Assurance Specialist at XFUTURE who audited customer calls, analyzed service gaps, and coached representatives.

Philippines

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At XFUTURE, I audited high-volume inbound calls for alignment with brand standards, customer experience guidelines, and operational SLAs. I analyzed call metrics and prepared reports to identify root causes and service gaps.

At XFUTURE, I also provided one-on-one coaching on active listening, dispute resolution, and compliance. Before that, as a Senior Customer Service Representative, I investigated account and order issues using UDesk and IRobot and documented tickets to QA standards.

At GTNP, I managed and audited international databases, validated data, and maintained Google Sheets dashboards for project milestones and performance metrics. My experience also includes travel booking, medical appointment scheduling, and customer service across phone, email, and live chat.

Experience

Work history, roles, and key accomplishments

Quality Assurance Specialist

XFUTURE

Feb 2026 - Jul 2026 (5 months)

Conducted rigorous audits of high-volume inbound phone interactions to ensure alignment with brand standards and SLAs. Analyzed call metrics, delivered coaching, and monitored compliance to improve QA scores.

QA auditing Call Performance Root Cause Analysis KPI Tracking Coaching Compliance Zendesk U Desk iRobot Google Workspace Microsoft Office

Senior Customer Service Representative

XFUTURE

Jul 2025 - Jan 2026 (6 months)

Managed high-volume inbound customer inquiries within strict SLAs, resolving complex issues and triaging tickets. Documented detailed post-call work to maintain QA compliance.

U Desk iRobot Escalation Management Active Listening De escalation Documentation SLA Compliance Customer Service Inbound Calls

Level 3 Data Entry Contributor

GTNP

Jul 2012 - Nov 2024 (12 years 4 months)

Managed and audited large-scale international databases, executing data validation and QA checks. Designed tracking dashboards and consistently met high accuracy and productivity targets.

Data Entry Database Management Data Validation QA Checks Google Sheets Tracking Dashboards Time Management

Flight Booker / Travel Operations Assistant

Sprout Travel

Jul 2022 - Dec 2022 (5 months)

Coordinated complex flight reservations, handling modifications, re-bookings, and refunds with zero error tolerance. Provided multi-channel customer support and maintained CRM records.

Flight Booking Travel Coordination CRM Customer Support Data Accuracy Itinerary Management

Customer Service & Administrative Assistant

Thumbtack

Apr 2011 - Sep 2012 (1 year 5 months)

Matched homeowners with service providers and delivered high-volume B2C support across phone, email, and chat. Managed customer profiles and ticketing logs in Zendesk CRM.

Customer Service B2C Support Zendesk CRM Data Accuracy Scheduling

Medical Answering Service / Appointment Scheduler

WW-Outsourcing

Dec 2009 - May 2011 (1 year 5 months)

Managed high-volume inbound patient calls, triaged medical urgency, and scheduled appointments. Maintained compliance with HIPAA and handled sensitive patient records.

Medical Scheduling Patient Triage HIPAA compliance Customer Service Confidentiality

Customer Service Representative

SITEL

May 2007 - Nov 2009 (2 years 6 months)

Delivered high-volume multi-channel customer service, resolving billing and technical issues. Consistently exceeded performance benchmarks including AHT, FCR, and SLA targets.

Customer Service Billing Technical Support AHT FCR SLA Multi Channel

Education

Degrees, certifications, and relevant coursework

Saint Louis University

Bachelor of Science, Information Technology

Bachelor of Science in Information Technology with focus on computing concepts, mathematics and science foundations, technology tools, and IT solution implementation.