Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

ASHLEY LOPEZ

Customer Service Supervisor
Newark,NJ

Summary

Highly motivated and results-driven individual with a Bachelor's Degree in Network Engineering, seeking to leverage technical expertise and passion for technology to excel in the industry. Actively pursuing certifications and self-paced courses focused on Amazon infrastructure to enhance skill set and contribute effectively to cutting-edge projects.

Overview

2025
2025
years of professional experience

Work History

Customer Service Supervisor

Audible
04.2024 - Current
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Evaluated trouble tickets and customer escalations during closed loop hours.
  • Completed rounds of data mining for monthly business reports to ensure customer satisfaction.

Customer Care Specialist

Audible
1 2022 - 04.2024
  • Ability to respond to urgent customer requests
  • Perform basic and intermediate troubleshooting
  • Utilized technical knowledge to troubleshoot and resolve clearly defined technical problems
  • Create troubleshooting tickets and follow up with customers
  • Identified root causes and resolve or escalate according to severity
  • Create high quality, correct and logical short term solutions, without guidance to avoid escalating known issues referenced in alerts

Office Administrative Assistant

Viva Life Insurance
02.2022 - 09.2022
  • Created landing pages for life insurance advertisements using the platform called 'Agent CRM,' as well as your basic Facebook ad.
  • Designed and maintained Excel sheets to streamline project management tasks by communicating with other teams or team members to maximize efficiency.
  • Utilized automation to facilitate seamless coordination and productivity across various departments.
  • Provided clerical support to company employees by copying, faxing, and filing documents.

Education

Certification - Back-End Development

Western Governors University
Salt Lake City, UT
05.2001 -

Bachelor of Technology - Network Engineering

Bloomfield College
01.2016 - 01.2020

Technology High School - Computer Science

Technology High School
01.2012 - 01.2016

Skills

    Computer Networks

    Junior Java Programming

    Junior HTML

    Problem-Solving

    Web design

    Microsoft Suite

    Project Management Tools

    Comp-Tia Coursework

    Training programs

    CRM management

    Account Management

    Policy Implementation

Timeline

Customer Service Supervisor

Audible
04.2024 - Current

Office Administrative Assistant

Viva Life Insurance
02.2022 - 09.2022

Bachelor of Technology - Network Engineering

Bloomfield College
01.2016 - 01.2020

Technology High School - Computer Science

Technology High School
01.2012 - 01.2016

Certification - Back-End Development

Western Governors University
05.2001 -

Customer Care Specialist

Audible
1 2022 - 04.2024
ASHLEY LOPEZCustomer Service Supervisor