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
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