Anai Lopez-Rosales
Grand Forks
Summary
Dynamic professional with extensive experience at Cox Automotive, excelling in complaint handling and customer service. Proven ability to resolve issues swiftly while building strong relationships. Bilingual in English and Spanish, adept at multitasking and maintaining records. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
TM Care Representative
Cox Automotive
06.2022 - Current
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Identified and responded to customer requests and concerns through email and phone for both English and Spanish-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Provided language translation services for customer service inquiries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Educational Assistant
Alamogordo Public Schools
01.2022 - 06.2022
- Supported student learning objectives through personalized and small group assistance.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Tailored lesson plans for students with emotional and cognitive disabilities.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
- Administered tests and assessments to evaluate student progress and performance.
- Mentored and tutored individual students needing additional help.
- Handled class records for attendance, assignment grades and course participation scores.
- Taught courses under guidance of senior instructors.
Administrative Assistant
Padilla Group
02.2018 - 07.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Completed forms, reports, logs, and records to quickly handle all documentation for manager.
- Completed forms, reports, logs, and records to quickly handle all documentation for owner.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Account Manager
Reeds Home Delivery
08.2016 - 01.2018
- Developed and maintained strong working relationships with professionals within assigned territory.
- Consulted with businesses to supply accurate product and service information.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Contributed to team objectives in fast-paced environment.
- Kept detailed records of daily activities through online customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Administrative Assistant
Small Business Administration
01.2016 - 08.2016
- Volunteered to help with special projects of varying degrees of complexity.
- Liaised between clients and business mentors and maintained effective lines of communication.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Assisted coworkers and staff members with special tasks on daily basis.
- Established administrative work procedures to track staff's daily tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Completed forms, reports, logs, and records to quickly handle all documentation for business partners and directors.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Education
Associate of Arts - Liberal Arts
Chabot College
Hayward, CA05-2031
Skills
- Negotiation skills
- Complaint handling
- Email communication
- Escalation management
- Call center experience
- Follow-up skills
- Data entry
- Conflict resolution
- Customer service
- Spanish fluency
- Multitasking and organization
- Payment processing
- Relationship building
- Appointment scheduling
- Problem-solving
- Customer follow-up
- Friendly and outgoing
- Phone and email etiquette
- Records maintenance
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
TM Care Representative
Cox Automotive
06.2022 - Current
Educational Assistant
Alamogordo Public Schools
01.2022 - 06.2022
Administrative Assistant
Padilla Group
02.2018 - 07.2018
Account Manager
Reeds Home Delivery
08.2016 - 01.2018
Administrative Assistant
Small Business Administration
01.2016 - 08.2016
Associate of Arts - Liberal Arts
Chabot College