Summary
Overview
Work History
Education
Skills
Languages
Languages
References
Timeline
Generic

GLORIA LOPEZ-ROJAS

Graham,USA

Summary

Results-driven operations professional with 15+ years of experience in team leadership and process improvement. Expert in customer service optimization and performance management, consistently exceeding metrics while maintaining quality standards. Seeking Operations Manager position to leverage extensive experience in driving operational excellence, implementing strategic initiatives, and fostering team success through effective leadership and data-driven decision-making.

Overview

19
19
years of professional experience

Work History

Investigation Specialist

Amazon FBA
10.2017 - 05.2025
  • Led seller performance initiatives, reducing inbound defects through targeted coaching and strategic communication
  • Established and implemented Standard Operating Procedures for Mandated Prep and Missing Tracking workflows
  • Created and executed queue management training programs, improving operational efficiency
  • Resolved high-priority seller investigations while maintaining strict congeniality protocols
  • Facilitated critical communications between carriers and sellers to expedite removal order resolution
  • Exceeded monthly performance metrics consistently, ranking in top performance tier
  • Ensured compliance with data security standards for sensitive carrier and seller information

Operations Specialist

Amazon
10.2013 - 05.2017
  • Spearheaded cross-functional operations, demonstrating expertise in Outbound, Inbound, and problem-solving functions
  • Executed multiple operational processes ensuring seamless workflow integration for placing, prepping, packing and picking warehouse inventory.
  • Supported leadership continuity as backup Pick Process Assistant for 30 associates
  • Supervised peak seasonal gift wrap team of 5, ensuring timely order completion
  • Redesigned workstation layouts, enhancing operational efficiency and team performance

Operations Lead

Sears
08.2006 - 05.2013
  • Led multi-department operations including Electronics, Appliances, and Footwear, driving sales and team performance
  • Developed and trained new team members, ensuring operational excellence and customer service standards
  • Managed comprehensive sales reporting and pricing strategies, maintaining accuracy in all financial transactions
  • Designed and executed promotional displays and merchandising strategies to maximize sales opportunities
  • Implemented daily price updates and signage management to ensure pricing accuracy across departments
  • Directed inventory management across multiple locations, maintaining optimal stock levels
  • Resolved customer inquiries and concerns, ensuring high satisfaction levels
  • Analyzed performance metrics to drive departmental goals and enhance operational efficiency
  • Executed planogram strategies and inventory management protocols to optimize product placement
  • Created and managed staff schedules to align with business demands and peak periods
  • Supported multi-store operations through inventory counts and department reset initiatives

Education

High School Diploma -

Emerald Ridge High School
Puyallup, WA
12.2006

Some College (No Degree) -

Pierce College
Puyallup, WA

Skills

  • Bilingual proficiency in English and Spanish
  • Standard Operating Procedure (SOP) development and implementation
  • Advanced interpersonal and communication skills
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Data analysis and performance reporting
  • Amazon internal tools proficiency: Seller Central, Paragon, SIM-t, ILAC, Tunnel Insight, FBA Defect Portal, CSI, Removal Order Details, Mapping Tools, SPOT, FC Research

Languages

Spanish, Native

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Investigation Specialist

Amazon FBA
10.2017 - 05.2025

Operations Specialist

Amazon
10.2013 - 05.2017

Operations Lead

Sears
08.2006 - 05.2013

High School Diploma -

Emerald Ridge High School

Some College (No Degree) -

Pierce College

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