Jamenson Torrez Tier 2 Escalation Specialist | Lead Process Auditor

workforce analytics

Oclinicals

Nov 2025 - Jun 2026 (8 months)

Performed workforce analysis for 200+ employees, monitoring Occupancy, Service Level, Attendance, Idle Time, and Hours Scheduled (HSD), while creating reports and dashboards to improve operational performance.

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Escalation Specialist

FOUNDEVER SITEL

Jun 2023 - Nov 2025 (2 years 6 months)

Reviewed accounts, approved requests, and resolved complex cases through the internal chat platform. Oversaw internal processes and liaised directly with U.S. client mid-management. Ensured compliance with U.S. financial regulations and advanced internal systems.

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Customer Service Representative

FOUNDEVER SITEL

Feb 2023 - Jun 2023 (5 months)

Provided professional, empathetic support to clients of all ages. Handled requests and verified financial compliance. Provided high-volume customer service support, handling approximately 60–65 inbound calls per day, including cold calling, account inquiries, policy-related requests, and issue resolution in the insurance and financial services industries.

Guru

Foundever

Oct 2022 - Nov 2025 (3 years 2 months)

Served as a Tier 2 escalation specialist, reviewing customer requests, authorizing account exceptions, approving eligible fee waivers, and granting system permissions while ensuring compliance with company policies and procedures.

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Customer Service Specialist

FOUNDEVER SITEL

Oct 2022 - Feb 2023 (5 months)

Managed insurance client inquiries, scheduled appointments, and ensured regulatory compliance. Communicated in technical English and supervised delivery of client benefits and medications.

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Lead Internal Auditor

SAEA Technotex

May 2018 - Sep 2022 (4 years 5 months)

Ensured compliance and continuous improvement throughout production processes. Supervised teams in Lean Manufacturing and Kaizen projects to optimize efficiency. Planned and evaluated production capacity, ensuring skilled labor and required lab testing before production. Developed and maintained procedural manuals to meet client standards. Conducted safety and compliance audits aligned with legal and occupational standards. Designed and implemented infrastructure and process improvement plans based on performance audits and efficiency analyses. Acted as interim module administrator, managing HR coordination, payroll, quality, maintenance, and workplace safety. Supported international leadership as a Remote Executive Assistant during the COV

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Production Administrative Assistant

SAEA Technotex

Apr 2015 - May 2018 (3 years 2 months)

Oversaw purchasing, budgeting, and supplier coordination. Monitored inventories and ensured workflow efficiency across departments.

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Control Coordinator

SAEA Technotex

Jun 2013 - Apr 2015 (1 year 11 months)

Managed inspection documentation and supported over 250 line auditors. Certified in colorimetry (Munsell) for fabric roll approvals per client requirements.

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Quality Inspector

SAEA Technotex

Jan 2013 - Jun 2013 (6 months)

Inspected export boxes under AQL standards according to client specifications. Approved production batches based on quality tolerances and representative sampling.

Jamenson Torrez

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