Rachel Torres

Rachel Torres is an MSP Operations Strategy Director with over 12 years of experience helping Managed Service Providers transform their operational inefficiencies into competitive advantages and sustainable profit growth.

Specializing in data-driven operational excellence, Rachel has guided over 150 MSPs through comprehensive profitability transformations that typically result in 25-45% improvement in gross margins while simultaneously reducing technician burnout and client churn.

Rachel's expertise spans client portfolio analysis, service delivery optimization, and the implementation of business intelligence systems that enable MSPs to identify and address unprofitable relationships before they become operational liabilities.

Rachel's methodology combines rigorous financial analysis with human-centered operational design, resulting in measurable improvements including 40% reduction in high-priority tickets, 35% improvement in client satisfaction scores, and 50% decrease in employee turnover rates.

Areas of Expertise

• Client Profitability Analysis: Developing comprehensive frameworks to measure true client profitability including hidden costs, operational drag, and risk factors
• Service Delivery Management: Streamlining ticket workflows, technician utilization, and SLA performance through systematic process improvements
• MSP Business Intelligence: Implementing data collection and reporting systems that provide real-time visibility into operational and financial health
• Technology Stack Standardization: Creating and enforcing standardized technology environments that reduce complexity while improving security posture

When not optimizing MSP operations, Rachel enjoys mentoring emerging leaders in the MSP industry and contributing to industry research on sustainable growth strategies for service providers.