Sofia Torres-Crespo

Background

About Sofia Torres-Crespo

I bring a data-informed, people-centered approach to business strategy. With a background in Industrial-Organizational Psychology and a track record of driving operational improvement, I specialize in using behavioral insights and analytics to inform smarter decisions, elevate performance, and shape strategic outcomes. At The Ritz-Carlton, Rancho Mirage, I collaborate with executive leadership and corporate partners to lead data-informed initiatives that improve quality, elevate service, and align with brand standards. By analyzing 300+ monthly guest survey responses and applying Six Sigma practices, I uncover trends, guide cross-functional projects, and support continuous improvement. As part of a corporate quality initiative, I helped identify key operational opportunities and co-developed an action plan that led to measurable process improvements across departments. I also conduct regular departmental audits, contributing to a 10% increase in guest satisfaction for food and beverage service. In addition, I lead the property's Learning Coach Program, guiding a team of 12+ subject matter experts in executing training initiatives and increasing participation by 27% within two weeks. This effort also contributed to a 90% employee satisfaction rate in growth and development and earned the hotel a top 5 national ranking among luxury properties. I bring a unique blend of behavioral science, data analysis, and operational insight to every initiative. My next step involves expanding my role in strategic planning and analytics, where I can apply data insights to broader business outcomes.