Daniel Lopez
Jupiter,FL
Summary
Dynamic CRM Specialist with a proven track record at Mint Eco Car Wash, enhancing customer retention and optimizing CRM systems for improved issue resolution. Skilled in CRM Integration and problem-solving, I've significantly contributed to strategic planning and customer satisfaction. Expertise in reporting analytics and fostering customer relations has driven tangible business results, such as reducing churn rate to a consistent 5% and increasing 5-star google reviews.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CRM Specialist
Mint Eco Car Wash
2023.12 - Current
- Expedited issue resolution times with better ticket processing through Rinsed, implementing a streamlined process within the company''s DRB helpdesk module.
- Provided crucial insights our marketing team, utilizing CRM data to gather insights and trends, sharing data to our CMO Shannon Kessel and C-team.
- Bolstered customer retention efforts, such as loyalty and retail campaigns to reduce churn, create more revenue, and create a more personalized interaction between customer and company, working closely with our Rinsed CSM's Nick Muccio and Sara Koppelkam.
- Reduced response time for more than 15,000 member inquiries, by optimizing our Rinsed CRM system and automating routine tasks such as completing open and incomplete tickets, responding to Inboxes, and managing our marketing email.
- Collaborated closely with IT teams, troubleshooting technical issues related to customers and their memberships, ensuring a quick and seamless process.
- Created a detail scheduler from scratch with AutoOps, being the first car wash in the Palm Beach County to have detail scheduling.
- Managed our fleet program, reaching out to potential clients and leads, as well as setting up fleet accounts with our IT department and DRB, while keeping the customer updated and satisfied with the result.
Concierge
Mint Eco Car Wash
2023.05 - 2023.12
- Played a pivotal role in consistently delivering a "5 star" experience for guests and members.
- Contributed to my department’s success by working with and inspiring my team to reach and exceed the department’s goals relative to sale mix, p-rates, and Google reviews.
- Trained alongside my departments training staff to coach new hires, and provide feedback.
- Resolved guest complaints in a manner that is professional, empathetic, and consistent, whether being a technical issue on DRB or faulty experience.
- Became an expert in my field, and bringing a critical eye in customer's vehicles for the best recommended service.
Apprentice
Chipotle
2022.08 - 2023.05
- Managed a team's schedule, work experience, and development.
- Recruited and hired new team members who bring value to the team.
- Became in expert in my field such as culinary skills, proper equipment management, food health and safety procedures, and customer satisfaction.
- Lead a team to reach department goals such as 5-star google reviews, company standard health inspection scores, and P&L, and managing labor.
Service Manager
Chipotle
2021.06 - 2022.08
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Trained and supervised team of service staff members to meet business goals.
- Operated successful shifts, opening or closing, while bringing a critical eye to customer service and food management.
Kitchen Manager
Chipotle
2020.06 - 2021.05
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Reduced food waste by closely monitoring inventory levels and implementing proper food storage techniques.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals.
Education
Associate of Arts - Marketing
Palm Beach State College
Palm Beach, FL12.2024
High School Diploma -
Jupiter High School
Jupiter, FL05.2021
Skills
- Reporting and Analytics
- CRM Integration
- Customer Support
- Strategic Planning
- Systems Analysis
- Customer Communication
- Customer Service
- Problem-solving abilities
- Customer Relations
Certification
- Microsoft Office Specialist
- CRM Data Migration Certification (Hubspot)
Languages
Spanish
Native or Bilingual
Timeline
CRM Specialist
Mint Eco Car Wash
2023.12 - Current
Concierge
Mint Eco Car Wash
2023.05 - 2023.12
Apprentice
Chipotle
2022.08 - 2023.05
Service Manager
Chipotle
2021.06 - 2022.08
Kitchen Manager
Chipotle
2020.06 - 2021.05
Associate of Arts - Marketing
Palm Beach State College
High School Diploma -
Jupiter High School
- Microsoft Office Specialist
- CRM Data Migration Certification (Hubspot)
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