Disc Golf, Sports, Collecting Vinyl
Jaimeson Lopez
Director Of Customer Support
Gilbert,AZ
Summary
A self-motivated, quick learner with a versatile skill set and 15+ years of experience in customer service, management and operations. Strong interpersonal and mediation skills, and the ability to work with and lead a team.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
Director of Customer Support
Instant Interlock/Alcolock Group
03.2018 - Current
- Handled day-to-day operations pertaining to all aspects of customer support and program compliance of 750+ customers in a 5 state territory.
- Standardized and implemented SOPs for enrollment and support call center to convert 37% more calls into installed customers and reduce escalated incidents pertaining to troubleshooting or compliance issues.
- Reviewed daily transaction reports to ensure customers were up to date on scheduled payments and compiled lists of delinquent customers to be contacted for payment, reducing outstanding invoices by 70%.
- Evaluated and reconciled monthly subcontractor invoices for services rendered payments for our 20+ subcontractor locations.
- Oversaw hub and spoke supply chain system for distribution of supplies, units and equipment in a 5 state territory.
Warehouse Lead
Arizona Car Wash Systems/Car Craft
02.2015 - 02.2018
- Handled day-to-day operations of warehouse, freight and parcel shipments, part and supply orders and replenishment of service and retail trucks.
- Maintained accurate inventory records to provide data for use in monthly audits and helped reduce inventory discrepancies by 25%.
- Facilitated conversion of Circle K rollover wash systems throughout state by receiving systems, verifying proper equipment and parts and loading and delivering systems to proper locations for installation.
State Director
LifeSafer of Arizona
03.2014 - 08.2014
- After buyout, implemented buyer's changes and helped facilitate merger of LifeSafer and Guardian employees and products at all locations with 100% retention of employees and subcontractors.
- Assessed lease agreements and negotiated new contracts, reducing lease expenses by 20%.
- Evaluated and reconciled monthly subcontractor invoices for services rendered payments for our 9 subcontractor locations.
- Managed payroll for all 25+ company employees and produced Weekly Deposit Reports for all 20+ locations for Accounts Receivable.
- Worked with AZ MVD on establishing new company locations and obtaining proper certifications.
Operations Manager
Ignition Interlock of AZ/LifeSafer of Arizona
05.2012 - 03.2014
- Handled all day-to-day operations pertaining to employees, location schedules and supplies for 12+ company stores.
- Utilizing CRM software conducted data management of all customer info and MVD compliance for 4300+ clients.
- Implemented inventory management procedures and distributed new units throughout state reducing overall shipping costs by 10%.
- Handled hiring of new employees and training on install standards and expectations.
- Reviewed daily transaction reports and weekly service reports to verify correct money management at our 12+ company ran locations.
- Conducted crisis management with clients to resolve device or compliance issues.
Location Manager
Ignition Interlock of AZ
02.2009 - 05.2012
- Opened new East Mesa location and trained 3 employees on LifeSafer program and day to day operations.
- Oversaw daily operations (scheduling, supply ordering and quality control) at East Mesa location while building it into a 400+ customer location.
- Provided daily service reports, using QuickBooks to track daily, weekly and monthly sales and deposits.
Technician
Ignition Interlock of AZ
07.2007 - 02.2009
- Installed ignition interlock devices into all types of vehicles and trained customers on how to effectively use IID.
- Monitored 300+ customer programs for MVD compliance on day-to-day basis.
Education
Business Administration And Management
San Diego State University
San Diego, CA 08.2003 - 05.2005
High School Diploma -
Serra H.S
San Diego, CA 08.1999 - 06.2003
Skills
Customer relations specialist
Employee relations and conflict resolution
Customer Relationship Management Software (CRM)Books
Customer Inquiry Management (CIM)
Microsoft Outlook, Word and Excel
QuickBooks
Interests
Timeline
Director of Customer Support
Instant Interlock/Alcolock Group
03.2018 - Current
Warehouse Lead
Arizona Car Wash Systems/Car Craft
02.2015 - 02.2018
State Director
LifeSafer of Arizona
03.2014 - 08.2014
Operations Manager
Ignition Interlock of AZ/LifeSafer of Arizona
05.2012 - 03.2014
Location Manager
Ignition Interlock of AZ
02.2009 - 05.2012
Technician
Ignition Interlock of AZ
07.2007 - 02.2009
Business Administration And Management
San Diego State University
08.2003 - 05.2005
High School Diploma -
Serra H.S
08.1999 - 06.2003