Breanna Lopez-Morgan
Omaha,NE
Summary
Proven leader and adept customer service expert from Toast Inc., excel in complaint resolution and critical thinking, enhancing customer satisfaction and operational efficiency. Skilled in Salesforce and a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer-service Representative
Toast Inc.
11.2023 - 07.2024
- Documented and detailed calls and complaints using call center's CRM database.
- Helped 90% of customers every day with positive attitude and focus on customer satisfaction. which lead to a strong Q and A survey feedback.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
General Manager
Pickleman's Gourmet Cafe
10.2019 - 11.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Made one of the locations profitable in over $7,000.00
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Developed and implemented strategies to increase sales and profitability.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
Education
Associate of Applied Science - Information Technology
Southeast Community College Area
Lincoln, NE08.2026
Associates - Criminal Justice
Metropolitan Community College
Omaha, NE05.2022
Skills
- Paperwork Processing
- Product Knowledge
- Consultative Sales
- Complaint resolution
- Call Management
- Technical Support
- Live chat support
- Critical Thinking
- Call Center Operations
- De-Escalation Techniques
- Customer Relations
- Salesforce system proficiency
Linked in
https://www.linkedin.com/in/breannalopez/
Timeline
Customer-service Representative
Toast Inc.
11.2023 - 07.2024
General Manager
Pickleman's Gourmet Cafe
10.2019 - 11.2023
Associate of Applied Science - Information Technology
Southeast Community College Area
Associates - Criminal Justice
Metropolitan Community College
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