Brisa Veronica Lopez Rodriguez
Hayward,CA
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
5
5
years of professional experience
Work History
Customer Service Manager
Latino wireless/Telexpress
San Leandro, California
06.2020 - 08.2024
- Reviewed completed work to verify consistency, quality, and conformance.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated employee job performance and motivated staff to improve productivity.
- Developed and implemented strategies for providing excellent customer service experience.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Explained benefits, features, and recommendations to maximize client retention.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Trained staff on new technologies and software applications.
- Managed user profiles, security access, and shared file structures.
- Assisted users with setting up their workstations, printers, scanners and other peripherals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Transferred written information into databases to maintain consistent, accurate client records and project details.
Cashier
Guadalajara ice cream
San Leandro, California
04.2019 - 05.2020
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Welcomed customers, offering assistance to help find store items.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Collected payments and provided accurate change.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Built and maintained productive relationships with employees.
- Helped customers find specific products, answered questions, and offered product advice.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Accepted cash and credit card payments, issued receipts and provided change.
- Greeted customers promptly and responded to questions.
Education
Associate of Science - Dental Hygiene
Chabot College
Hayward, CA05-2026
Associate of Science - Dental Hygiene
Las Positas College
Livermore, CA05-2026
Skills
- Complaint resolution
- Staffing coordination
- Training and mentoring
- Conflict management
- Exceptional telephone etiquette
- Verbal and written communication
- Decision-making
- Adherence to high customer service standards
- Customer service
- Persuasive
- Microsoft outlook, word, and Excel
Timeline
Customer Service Manager
Latino wireless/Telexpress
06.2020 - 08.2024
Cashier
Guadalajara ice cream
04.2019 - 05.2020
Associate of Science - Dental Hygiene
Chabot College
Associate of Science - Dental Hygiene
Las Positas College