Melissa Torres
About Melissa Torres
Melissa Torres serves as the Senior Manager of Operations and BPO at Handshake, where she develops scalable solutions and manages vendor partnerships. With a background in banking and accounting, she oversees multiple operational processes and supports budget creation while ensuring alignment with business needs.
Work at Handshake
Melissa Torres serves as the Senior Manager of Operations and BPO at Handshake, a position she has held since 2019. In this role, she strategizes and develops scalable solutions and processes for operations. She oversees tooling, integrations, technology, infrastructure, and BPO partnerships across various departments. Melissa leads support teams, ensuring alignment between vendors and operational needs. She is responsible for managing relationships with onshore, nearshore, and offshore vendors to enhance Handshake's business capabilities. Additionally, she supports the annual budget creation process by collaborating with finance and business owners.
Education and Expertise
Melissa Torres graduated from the University of Central Florida with a Bachelor of Business Administration in Integrated Business, completing her studies from 2016 to 2018. Her education provided her with a comprehensive understanding of various business specialties. Prior to this, she earned an Associate of Science in Accounting from Nassau Community College, where she studied from 2013 to 2015. Her academic background, combined with her experience in banking and accounting, has equipped her with strong project management and customer service skills.
Background
Before joining Handshake, Melissa worked as a Bank Teller at Bank of America for three months in 2015. This role in the banking industry contributed to her development of customer service skills and an understanding of financial operations. Her experience in both banking and accounting has shaped her approach to operations management and vendor partnerships in her current role.
Achievements in Operations Management
In her role at Handshake, Melissa Torres develops and executes strategies for BPO exploration, procurement, implementation, and execution. She conducts BPO visits, both domestically and internationally, to ensure effective quarterly business reviews with vendors. Melissa also facilitates vendor risk management processes and leads cross-functional projects, influencing the operational direction of Handshake. Her focus on researching and implementing process improvements aims to enhance team and customer efficiency.
Vendor Management and Support Operations
Melissa manages a fast-paced queue of support operations requests at Handshake, prioritizing them based on business impact. She develops and executes support and T&S operations strategies to ensure a seamless experience for both internal teams and customers. Her role involves leading strong support teams and ensuring that vendor operations align with the business's operational and strategic needs.