MEET ANA TORRES
Director of Operations, Court Reporting Division | Houston, TX
What is your role at Array? What is a typical day like for you?
I ensure our Court Reporting Department is operating on all cylinders and work with our teams to make sure every client has the best experience possible.
A typical day consists of numerous tasks. I review our calendar, collaborate with our teams to ensure the right resources are assigned to every job, and answer any client requests that are out of the ordinary scope of services or processes.
In addition to that, I communicate with our resources, production and accounting teams to ensure all work product is constantly in motion until it reaches final delivery to our clients.
I also facilitate new client onboardings and am a client liaison between the operations team and sales team when the rare unforeseen issues come up.
I aim to resolve any issues quickly and efficiently and look for ways to avoid future issues, while overseeing team building and training programs.
Why do you do this type of work? What do you like about your job?
The real answer is, why not?
I enjoy the fluidity and constant change my job brings me. I love organization and solving things so when something is broken I look for the best way to fix it and excel in making sure we avoid the same issues again.
But most importantly I like the calmness that comes when expectations are met and strive to give our clients the same calm feeling in a world of chaos that litigation can easily be.
What is an example of your most creative or impactful work?
All the challenges I get are unique, but I never shy away from a difficult situation.
It’s impactful to our clients and their process when they know they can call us and will likely if not 100% of the time get a yes to any request they have. After COVID, the industry drastically shifted but our team is always ready to cover any and all requests no matter what.
We had a client request a real-time reporter for an in-person, two-week trial with daily rough drafts and rush delivery on the transcripts. Our reporter was confirmed, weeks out and Sunday afternoon she was diagnosed with COVID, further she was willing to attend the trial remotely if they would have her because she did not feel sick. We not only found a replacement, with little to no time to spare, but also the client was never aware of the issue.
They also forgot to schedule a sign language interpreter, which we covered, and when the witnesses testifying couldn’t make it to court and they added remote attendance needs, we were there to create the links and beam them right in. Our team was ready to deliver transcripts as soon as they arrived from the reporter and the client went on to win the verdict they were after because they had the testimony ready and available every step of the way.
What do you think is the “Array advantage”? Why do clients trust Array?
The Array advantage is evident in the dedication our team has to helping our clients succeed. Our clients know we’re a simple email or phone call away. They know, when they do reach out, they will get a human every time. Our clients are not just another number, they are passionate people dealing with real human scenarios, and our teams reciprocate with equal dedication and passion in every aspect of our jobs.
Describe Array in five words or less.
True client dedication and collaboration experts. [Editor’s Note: We know this is six words, but we let it slide.]
What did you do before Array? How do you apply that experience to your work today?
worked with Compass Reporting Group, a concierge-style national court reporting provider for 13 years and a few others in my career prior to them.
My experience over the last 24+ years has taught me that client experience is key to client retention and that I should always expect the unexpected in this business.
There isn’t one week that goes by where I’m not surprised but something good or bad happens in connection to a legal proceeding. So, I push our teams to give their best, always say yes and always learn from every experience they face so they can grow and can give our clients the best experience possible.
What are you most likely up to when you are off-the-clock?
Being a mom, wife, sister, and daughter. I have two tiny humans that keep me forever on my toes, a loving husband that loves to remind me how crazy our two tiny humans are, a sister that lets me be a little crazy when I need to get away, and amazing parents that have taught me never to give up. So, when I’m not at work, I’m working with them or for them; on the field, in the art studio, at the school dance, church event or at the birthday parties. Family life is where you’ll find me after work.
What is something that would surprise people about you?
I went to art school and have a bachelor’s degree in interior design. I stumbled into court reporting as a summer job back in high school, and it never let me go.
What is the most recent thing you learned about or taught yourself to do?
How to make tamales! I love to cook, but tamales always scared me because of the long process, and a previous failed attempt many years ago. So, I set out to make them, and I think my taste testers agreed it was a worthwhile experiment. I don’t think I’m the dedicated tamale lady of the family, but I earned a good B+. I suppose now that my Pozole has reached A+ status, I will have to bring my tamale game up to speed.
Our team at Array is supported by industry-leading experts like Ana who consistently apply creativity, dedication and experience in everything they do to solve our clients’ problems and exceed their expectations.