Evette Torres has over 15 years of experience in human resources, customer service, and management. She has strong communication skills in both English and Spanish. Her background includes positions in human resources assistance, customer service, case management, and call center management. She is proficient in Microsoft Office applications and knowledgeable about Windows operating systems. Currently, she is pursuing a degree in Communication Studies at Northampton Community College.

1. EVETTE A TORRES
CRYSTALSTAR520@GMAIL.COM
484-632-5670
QUALIFICATIONS
Strong verbal communication skills; detail oriented; leadership qualities; service oriented; typing; knowledge of Windows,
Microsoft Office, Word, Excel, Power Point and Publisher. Experienced in retail and call center management; customer service;
casework; human resources, and staffing in the non-profit organization sector. Bi-lingual in English and Spanish.
EXPERIENCE
2013-2015 FOLLETT CORP. Easton, Pa
Human Resources Assistant
 Served as the point of contact and liaison between Production Supervisors and Human Resource Dept. to ensure
adherence of policies and contract negotiations in a Union environment.
 Created and updated reports in both word and excel to track and monitor wage progressions due, job awards, job
postings, overtime hours, in adherence to Union contract as well as submit and keep track of any employee changes in
our employee data base. (Empower/ ECI)
 Assisted in benefit enrollment with the distribution of forms and communications as well as creating reports and
maintaining records of any changes in new and open enrollments.
 Provided assistance with staffing by scheduling and conducting interviews, background checks, reference checks, and
providing orientations to new employees.
2013 FOLLETT CORP. Easton, Pa
Customer Service
 Conferred with customers via email, and telephone to provide information regarding purchase orders, shipment
tracking, which involved forwarding information to the appropriate representatives or researching the Avante data
system for information needed.
 On time deliveries for purchase orders was ensured as a result of written and verbal communication provided to
customers requesting it.
 Provided quality assurance, screening purchase orders for mistakes received prior to processing for better efficiency.
Responsible for trafficking orders received via email and fax to the proper assigned regions using the Doc Link system.
 Created price quotes for our healthcare customers and Food Service Customers involving the use of the Avante
system and knowledge of healthcare pricing contracts, freight charge information, and knowledge of the products
manufactured for healthcare such as Refrigerators, Ice Bins, and Ice and Water Dispensers.
2007-2011 CACLV-Community Action Committee of the Lehigh Valley Bethlehem, Pa
 Began as a part-time Caseworker for PPL On track Applicants, and advanced into Administrative and Human
Resources positions within the agency which involved the managing of administrative duties for Supervisors and
Directors of CACLV.
 Positions Included: Caseworker; Operations Coordinator, and Administrative Assistant.

2. 2005-2006 RMS Bethlehem, Pa
Team Leader/Supervisor
 Promoted from Bi-Lingual CSR position to Team Leader in a period of 2 months.
 Provided assistance with Spanish speaking customers, answered supervisory calls, assisted with training, surveyed
call center floor; and performed call observations which required coaching representatives.
2001-2002 SURE-FIT Fogelsville, Pa
Call Center Manager
 Monitored daily abandonment rate; surveyed call center operations; managed a staff of 50 agents including
Supervisors; created weekly schedules; summary reports; and assisted in training department.
 Reduced abandonment rate by 50% analyzing split summary reports and matching with workforce planning.
 Reduced turnover rate by implementing employee incentives.
2000-2001 INFONXX (Mobile Directory Assistance) Bethlehem, Pa
Supervisor
 Promoted from Customer Service Representative position to Supervisor in a period of 6 months.
 Provided coaching and staff development of customer service representatives on team; performed call observations;
surveyed call telecommunications center to assist with transfers and enhanced services.
 Assisted in the training department.
EDUCATION
1994-2005 LEHIGH VALLEY COLLEGE
Center Valley, Pa
Business Management/ Paralegal
2014-Present NORTHAMPTON COMMUNITY COLLEGE Bethlehem, Pa
Communication Studies