Raniel Torres

Quality Insights Analyst

Hopper

Mar 2025 - Current (1 year 6 months)

• Analyzed QA results, DSAT drivers, and complaint trends across OSP and in-house teams to surface actionable insights and service opportunities. • Led monthly and quarterly calibration sessions across internal, site-level, and business unit-level stakeholders to align on quality standards and drive continuous improvement. • Handled QA and DSAT disputes, maintained GCP dashboards, and owned the implementation and ongoing refinement of the QA rubric in close partnership with Ops, Escalations, and Training.

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Sales Development Representative

Nunami

May 2024 - Jan 2025 (9 months)

• Strategically sourced leads and crafted personalized email campaigns, securing meetings with C-level executives and account managers at e-commerce brands within our ICP. • Streamlined calendar management and communications, ensuring efficient follow-ups and seamless collaboration across teams to effectively position Nunami's AI solutions. • Drove revenue growth for clients by recovering up to 20% ROI through AI-driven re-engagement strategies, consistently exceeding monthly lead generation, contact enrollments, and booked meeting targets.

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Executive Assistant to Managing Director

Australian Escapes

Jan 2024 - May 2024 (5 months)

• Managed and coached a team of travel consultants, conducting regular quality assessments to ensure adherence to service standards and improve performance. • Analyzed customer feedback and service interactions to identify areas for process improvement, leading to enhanced customer satisfaction. • Implemented process improvements based on performance audits, ensuring efficient workflows and consistent delivery of high quality service.

Premium Customer Support Specialist

DEEL

Nov 2023 - Jul 2025 (1 year 9 months)

• Delivered high-quality support to global clients via chat, email, and video calls, resolving complex KYC, payment, and access issues with professionalism and "Deelspeed." • Maintained excellent QA scores and CSAT by following SOPs, achieving fast response times, and effectively managing escalations in collaboration with internal teams. • Drove workflow improvements by spotting inefficiencies, proposing solutions, and helping implement better processes to boost team performance and client satisfaction.

Freelance Content Writer

Upwork

Feb 2023 - Current (3 years 7 months)

• Created engaging and informative content for clients across various industries, adapting style to meet client requirements and delivering within deadlines. • Researched topics thoroughly to ensure accuracy and relevance in all deliverables, contributing to positive client reviews and satisfaction.

Customer Experience Team Lead

Hopper

Jan 2020 - Nov 2023 (3 years 11 months)

• Led a team of 20 travel support agents, driving consistent performance improvements and enhanced customer satisfaction through clear guidance, bi-weekly 1:1 coaching, and monthly QA audits. • Conducted regular Quality Audits of agent interactions, identifying areas for improvement and providing targeted feedback to ensure quality standards were met. • Provided timely assistance to agents and supervisors for urgent requests, effectively handling escalated files while processing voids, refunds, and exchanges across multiple GDS systems (Apollo, Sabre, Amadeus, Farelogix) via chat, email, and voice channels.

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Technical Support and Sales Specialist

Telus International ( AOL.com )

May 2019 - Jan 2020 (9 months)

• Achieved top sales performance by providing prompt technical support to members, resolving email account and device issues, and delivering customized technical sales presentations to drive revenue growth.

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Travel Consultant

IGT Solutions ( Tripadvisor | Hopper )

Mar 2017 - Apr 2019 (2 years 2 months)

• Handled flights, hotels and vacation rental bookings via multiple channels (chat, email, and voice) and resolved ticket voids, cancellations, name corrections, and exchanges utilizing Sabre and Apollo GDS. • Proficiently executed Phase-VI, even exchanges, and PNR queue management, consistently adhering to airline policies and fare rules.

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Technical Support Representative

Concentrix (AT&T U-verse)

Nov 2016 - Mar 2017 (5 months)

• Provided comprehensive technical support for U-verse TV, broadband Internet, and IP telephone services, addressing customer concerns and resolving issues both remotely and through on-site technician dispatch. • Ensured top-notch customer service by troubleshooting issues, dispatching technicians for on-site repairs, and maintaining a high level of technical knowledge to efficiently resolve customer problems.

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Airline Schedule Change Specialist

Teleperformance ( Expedia | Travelocity )

Feb 2016 - Nov 2016 (10 months)

• Managed 50+ daily flight schedule changes with strong organizational and multitasking skills in a fast-paced environment. • Served as subject matter expert on airline schedules, travel policies, and procedures, training agents and contributing to developing knowledge management resources, including several GDSes.

Cross-Trained Service Crew

Jollibee Foods Corporation

Feb 2014 - Jul 2015 (1 year 6 months)

• Cross-trained for multiple positions, including soda, grill, fryer, product control, and dining crew roles, demonstrating versatility and adaptability for efficient scheduling and maximum productivity in the restaurant. • Consistently met or exceeded performance expectations for quality, efficiency, and customer service in all cross-trained positions, resulting in increased customer satisfaction ratings and positive feedback from management.

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