Diana Lopez-Lopez
Las Vegas,NV
Summary
Productive Operations Supervisor practiced in business and employee management. Bringing 9 years of experience overseeing day-to-day activities and production of goods. Decisive leader and strategic problem solver with excellent communication and planning abilities. Recognized for exemplary customer service and team collaboration.
Overview
8
8
years of professional experience
Work History
Operations Supervisor
Consumer Attorney Marketing Group
Woodland Hills , CA
2022.01 - 2024.01
- Created processes for tracking inventory and supply levels in order to prevent stock-outs or overstocking.
- Trained, mentored and motivated employees to maximize team productivity.
- Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
- Coordinated with vendors regarding product availability, pricing, delivery schedules.
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints or answered customers' questions.
- Analyzed data related to production, distribution, quality control, inventory levels.
- Researched and prepared reports required by management or governmental agencies.
- Performed periodic audits of operational processes in order to identify potential risks or areas of improvement.
- Developed strong relationships with customers through excellent customer service practices.
- Prepared reports on operational performance metrics and presented them to management team.
- Monitored staff performance and provided feedback for improvement.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Guided employees in handling difficult or complex problems.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Built and developed employee talent to drive engagement, resulting in advancement within company.
- Maintained staff by recruiting, selecting and developing personal growth opportunities.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Interpreted and explained work procedures and policies to brief staff.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
Call Center Trainer and Team Lead
Consumer Attorney Marketing Group
Woodland Hills , CA
2021.12 - 2022.12
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Provided feedback to supervisors regarding employee performance following training sessions.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
- Organized activities that promote team building among call center staff members.
- Negotiated contracts with clients for desired training outcomes, fees or expenses.
- Assisted with troubleshooting technical problems related to phone systems or other equipment used by call center agents.
- Monitored training costs and prepared budget reports to justify expenditures.
- Monitored calls in real-time to evaluate effectiveness of training programs.
- Collaborated with department managers to determine appropriate changes or additions to existing training curriculum.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Conducted regular assessments to identify individual skills gaps, and provided tailored coaching sessions to address them.
- Facilitated role-playing exercises that simulate real-life scenarios encountered in a call center environment.
- Devised programs to develop executive potential among employees in lower-level positions.
- Provided support for managers when dealing with difficult customers or resolving escalated issues.
- Analyzed data from surveys and other sources to measure success of courses offered by the call center team.
- Assisted with the development of policies and procedures to ensure compliance with call center standards.
- Coordinated recruitment and placement of training program participants.
Intake Specialist
Consumer Attorney Marketing Group
Woodland Hills , CA
2021.03 - 2021.11
- Supervised order fulfillment and inventory management services to ease operations and support administrative and healthcare staff.
- Prepared patients for self-management and decision-making responsibilities.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
- Attended training sessions related to new developments in the field of mental health.
- Scheduled appointments for clients as needed for outside services such as counseling or medical care.
- Corresponded with hospitals and medical offices regarding incoming home health referrals.
- Participated in case conferences to provide input on recommended treatments or interventions.
- Maintained clinical records and required paperwork in compliance with agency standards.
- Communicated regularly with clinical staff regarding client progress and changes in condition or behavior.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Answered phone calls to provide assistance, information and medical personnel access.
- Prepared and sent financial statements to support bookkeeping functions.
- Received inbound calls to obtain clinical information from providers to create authorizations and referrals.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Developed individualized treatment plans for each client based on assessment results.
- Issued, gathered and inspected intake forms to confirm correct signatures and information.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Connected individuals with relevant community resources and coordinated referrals.
- Reviewed referral sources for appropriateness prior to admission into program.
- Performed assessments to determine individual limitations and strengths.
Customer Care Representative
Alorica
Las Vegas , NV
2020.01 - 2020.12
- Provided accurate, valid, and complete information to customers.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Processed customer account changes with proprietary software.
- Provided feedback on customer service efficiency to deliver better support options.
- Prevented key account losses by researching discrepancies and correcting problems.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Service Representative
Czar Marketing Group
Las Vegas , NV
2019.01 - 2019.12
- Developed strong relationships with customers by providing personalized assistance and support.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Strengthened customer retention by offering discount options.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided top quality control and eliminated downtime to maximize revenue.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Nest Front Desk Specialist
Knoah Solutions
Henderson , NV
2018.07 - 2018.12
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Recommended upgrades or additional features that could enhance user experience.
- Developed and maintained strong relations with customers to meet quality expectations.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
Member Services Specialist
ResortCom International
Las Vegas , NV
2017.10 - 2018.06
- Excelled in exceeding daily credit card application goals.
- Prepared detailed presentations outlining the benefits of joining our organization's membership program.
- Monitored social media platforms for comments related to our organization's membership program.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Oversaw warranty counseling process to manage expense controls.
- Responded quickly and efficiently to emails sent by current or prospective members regarding their account status or service needs.
- Contacted customers about potential service upgrades, new [Type] services and account changes.
- Supported sales team members to drive growth and development.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Mentored junior team members and managed employee relationships.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Strengthened customer retention by offering discount options.
- Collaborated with other departments such as accounting and operations to ensure smooth delivery of services to members.
- Conducted regular surveys to gather feedback from members about their satisfaction with our services.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Researched industry trends in order to identify new opportunities for improving member experience.
- Processed incoming payments from members using various payment methods including cash, checks, credit cards.
- Surpassed sales goals through implementation of successful marketing strategies.
- Maintained accurate records of all transactions related to memberships including payments, renewals, cancellations.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Hostess
House of Blues Entertainment
Las Vegas , NV
2015.08 - 2017.09
- Built positive relationships with other front-of-house and kitchen staff.
- Monitored dining area to assess server capacity and estimate wait times.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Informed kitchen staff of any special orders or dietary restrictions.
- Restocked condiments, silverware, napkins, tablecloths. as needed.
- Performed walk-throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Relayed orders to service bar and kitchen via point-of-sale register system.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
Education
Specialized High School Degree - Film And Video Production
Southeast Career And Technical Academy
Las Vegas, NV2015-06
Associate of Applied Science - Criminal Justice
College of Southern Nevada
Las VegasSkills
- Quality Assurance
- Performance Monitoring
- Human Resources
- Project Planning
- Team Training
- Task Delegation
- Scheduling Coordination
- Customer Relationship Development
- Delegation
- Production
- Management
- Guest Relations Management
- Dining Customer Service
- Reservations Coordination
- High-Volume Dining
- Menu Memorization
- Conflict Resolution
- Reservation Coordination
- Table Setting Arrangements
- Infection Control
- Guest Relations
- Service Prioritization
- Active Learning
- Relationship Building
- Special Dietary Requirements
- Payment Processing
- Food Station Setup
- Buffet Setup and Takedown
- Quality Control Analysis
Languages
Spanish
Professional
Timeline
Operations Supervisor
Consumer Attorney Marketing Group
2022.01 - 2024.01
Call Center Trainer and Team Lead
Consumer Attorney Marketing Group
2021.12 - 2022.12
Intake Specialist
Consumer Attorney Marketing Group
2021.03 - 2021.11
Customer Care Representative
Alorica
2020.01 - 2020.12
Customer Service Representative
Czar Marketing Group
2019.01 - 2019.12
Nest Front Desk Specialist
Knoah Solutions
2018.07 - 2018.12
Member Services Specialist
ResortCom International
2017.10 - 2018.06
Hostess
House of Blues Entertainment
2015.08 - 2017.09
Specialized High School Degree - Film And Video Production
Southeast Career And Technical Academy
Associate of Applied Science - Criminal Justice
College of Southern Nevada
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