Allison Francese Lopez

Exemplifies Amazon customer service mission statement by using operation expertise and problem solving skills to assist CAP agents assist customer base with advising of appropriate policies to resolve escalated contacts

Maintain a high level of knowledge of CS and CAP resources and tools using specific operational procedures

Facilitates communication between CAP agent and the management team,

Maintains constant availability to CAP Agents and escalated contacts through phone, chat and email contacts.

Proactively assists teammates with escalated customer contacts for both phone, chats and email including customer callbacks and live escalations.

Demonstrates effective communication and cooperation with team managers and peers in an effort to manage teamwork load and morale.

Displays a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.

• Managed day-to-day business operations.
• Consulted with licensed real estate agents across the country to assess needs and propose optimal solutions for their clients specialized transactions
• Trained and motivated employees to perform daily business functions.
• Negotiated with financial institutions and mortgage companies throughout the nation to settle on the value of the home vs the higher mortgage balance to prevent foreclosure and bankruptcy for the agents clients.
• Handled all aspects of negotiations, documentation, etc to closing working with title companies and attorneys for all parties involved.

• Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
• Filed claims with vision and medical insurance companies to garner payment for optical services.
• Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
• Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
• Instructed patients on proper insertion, removal and cleaning techniques for contact lenses.
• Operated lensometers to orient and mark uncut lenses for eyeglasses.
• Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
• Adjusted and repaired new and previously purchased frames to satisfy customer demands.
• Conducted initial patient tests such as pressure evaluations, acuity assessments and autorefraction evaluations.
• Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.

• Obtained permits, insurance, and utility notices needed for home remodeling and new construction builds
• Handled Interior Design, staging and furniture/accessory purchases for all properties.
• Ordered appropriate light fixtures, landscaping, appliances and other needs for all properties.
• Handled payroll for contractors, vendors, etc
• Managed quick books for over 20 properties at a time
• Scheduled all utility workers and vendors for properties.
• Maintained home and personal care for owners of business which included shopping for groceries, personal needs, appointments, home maintenance and child care when required.

• Supervised operations team under the guidance of the Operations Manager to support operational excellence and excellent customer service.
• Assist Operations Manager with daily and weekly reports and staffing needs of the food and beverage units at ABIA.
• Responsible for weekly scheduling of200+ employees.
• Disciplinary coaching records for 200+ employees.
• Prepared weekly sales and operational reports.
• Assist management staff of all restaurant units with any and all operational needs.

• Managed payroll, daily deposits and cost controls.
• Set employee schedules, delegated work and monitored food quality and service performance.
• Spearheaded menu and staff development through detailed training and facilitation of staff meetings.
• Recruited, hired and trained talented staff to fill vacancies.
• Sourced vendors, negotiated contracts and managed efficient deliveries of high-quality supplies.
• Oversaw food preparation and monitored safety protocols.
• Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
• Handled money, balanced tills, processed credit card payment batches and prepared bank deposits.

• Kept work areas clean, organized and safe to promote efficiency and team safety.
• Established positive relationships with customers and other staff members.
• Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
• Received and submitted cash, credit and check payments.
• Coordinated schedules of staff to maintain smooth activity flow.
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
• Assisted clients with selecting optimal frames to meet preferences, fit various facial structures and work with specified prescriptions.
• Completed field of vision, OCTs and pachymetry evaluations.
• Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
• Managed check-in and check-out procedures, verified patient information and submitted lens orders.
• Adjusted and repaired new and previously purchased frames to satisfy customer demands.
• Conducted initial patient tests such as pressure evaluations, acuity assessments and autorefraction evaluations.

• Explained services and products to customers in friendly and engaging way.
• Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts.
• Shouldered management responsibilities during absence of manager.
• Resolved escalated concerns using professionalism and understanding of facets of issue.
• Monitored employee performance and enacted improvement plans, coordinated disciplinary actions or provided rewards.
• Reviewed financial accounts for accuracy and resolved discrepancies.
• Managed and mentored team of 20 plus employees.
• Moved up the ladder from teller to Customer Service Management (Opening Accounts, Closing Loans, etc) to Head Teller of over twenty tellers.