Jacob Lopez
Monroe,LA
Summary
Motivated professional with a strong background in team supervision and data analysis. Proven track record in enhancing service processes, and ready to leverage expertise to improve operational efficiency and foster a positive work environment. Experienced in utilizing tools such as Salesforce, Excel, Power BI, and Tableau to perform customer analysis and generate metric dashboards.
Overview
10
10
years of professional experience
Work History
Barista/Shift Supervisor
Starbucks
Monroe, LA
05.2024 - Current
- Supervised daily operations to ensure smooth service and workflow during peak hours.
- Collaborated with team members to create a positive work environment.
- Assisted in reaching an average CSAT score of over 95% while maintaining to stay competitive in our order point and window time metrics in the region.
- Managed inventory levels and ordered supplies to maintain stock availability.
- Won Partner of the Quarter(Q3 2024)
Analyst Consultant
Wells Fargo
San Antonio, TX
09.2022 - 01.2024
- Analyzed compensation data to ensure market competitiveness and equity.
- Provided job analysis to restructure the global line of business organization to help fix job level, job title, and job responsibility confusion.
- Assisted in developing salary structures and pay grades for various roles.
- Maintained compensation databases and ensured data accuracy, privacy, and integrity.
- Served as a liaison between the HR department and other departments when needed; coordinated communication about new policies and procedures.
Senior Customer Service Analyst
Accenture
San Antonio, Texas
10.2020 - 09.2022
- Collaborated with cross functional teams to enhance customer service processes found through bottleneck analysis.
- Developed training materials for new representatives by creating DTPs of processes and effective customer service practices.
- Utilized Google Sheets to analyze and create an internal metrics dashboard.
- Helped surpass our 80% CSAT metric and order closures through coaching and one-on-one training.
Subject Matter Expert
TaskUs
San Antonio, TX
10.2018 - 10.2019
- Oversaw daily operations of customer service team to assist in smooth case closure and de-escalation when needed.
- Managed escalation procedures to address high-priority customer issues promptly and carefully.
- Conducted data analysis to track service trends and performance metrics.
- Facilitated workshops to improve team communication and problem-solving abilities.
Senior Team Lead
Urban Outfitters, Inc.
San Antonio, TX
10.2015 - 10.2018
- Managed daily operations of the sales team so tasks are completed, and sales quotas are met.
- Trained and mentored new sales associates to enhance product knowledge.
- Developed promotional strategies to boost store visibility and engagement.
- Assisted in the visual merchandising of the store for optimal sales opportunities.
- Coordinated inventory management to maintain stock levels and product availability.
Education
Associate of Science - Computer Science
Northwest Vista College
San Antonio, TX05-2022
BBA - Business Analytics
Arizona State University
Tempe, AZSkills
- Customer service
- Inventory management
- Team supervision
- Training and development
- Data analysis
- Performance tracking and Process Improvement
Accomplishments
- Starbucks Partner of the Quarter(Q3 2024)
- TaskUs Lizzy's Clubhouse Award - Top 5 performer on Customer Service Project with over 100+ agents.
Timeline
Barista/Shift Supervisor
Starbucks
05.2024 - Current
Analyst Consultant
Wells Fargo
09.2022 - 01.2024
Senior Customer Service Analyst
Accenture
10.2020 - 09.2022
Subject Matter Expert
TaskUs
10.2018 - 10.2019
Senior Team Lead
Urban Outfitters, Inc.
10.2015 - 10.2018
Associate of Science - Computer Science
Northwest Vista College
BBA - Business Analytics
Arizona State University