Summary
Overview
Work History
Education
Skills
Certification
Hi, I’m

Ashley Lopez

Sr Operations Manager, Customer Service
Sandyston,NJ
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Ashley Lopez

Summary

Seasoned Operations Manager and talented leader with 14 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

9
years of professional experience
1
Certification

Work History

PureKana

Sr. Customer Service Operations Manager
03.2022 - Current

Job overview

  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Reduced operational risks while organizing data to forecast performance trends.

SodaStream

Consumer Response Lead
06.2020 - 03.2022

Job overview

  • Liaison between Customer Service and other departments within organization, domestic and international
  • Developed and executed strategic plans for process improvement, driving operational excellence across organization.
  • Analyzed existing processes to identify opportunities for optimization, recommending changes that led to significant cost savings and improved performance.
  • Conducted regular Gemba walks to observe operations firsthand, identifying areas where improvements could be made immediately or over time.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Championed customer-centric approach within team, consistently encouraging empathy and understanding when interacting with clients.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.

Bling Jewelry

Customer Service Operations Manager
07.2018 - 04.2020

Job overview

  • Skilled at working independently and collaboratively in team environment.
  • Self-motivated, with strong sense of personal responsibility.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating ability to work collaboratively and effectively.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Developed and maintained relationships with external vendors and suppliers.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.

HelloFresh | Every Plate

Customer Service Supervisor
11.2014 - 07.2018

Job overview

  • Managed team of 56+ agents across 2 different departments
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Researched and corrected customer concerns to promote company loyalty.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Implemented feedback system for customers to provide comments and suggestions to improve service.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Completed bi-weekly payroll for 50+ employees.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

Education

Thomas Edison State University
Trenton, NJ

MBA from HR Management, Organizational Leadership
01.2016

Thomas Edison State University
Trenton

Bachelor of Arts from Psychology
01.2015

Skills

  • Organizational Management
  • Performance Evaluations
  • Workflow Optimization
  • Process Improvement
  • Data Analysis
  • Policies and procedures implementation
  • Invoice Processing
  • Employee relations and conflict resolution
  • Project Management
  • Staff Development
  • Operations Management

Certification

  • Effective Communication, 05/12/2021
  • Excel | Beginner and Advance, 05/21/2021
  • Woo Commerce CRM Training - 03/2022
  • Onboarding and Adoption Best Practices for Customer Success Management License - 02/2024

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Ashley LopezSr Operations Manager, Customer Service