Summary
Overview
Work History
Education
Skills
Timeline
Generic

Judith Lopez

Santa Ana,CA

Summary

Reliable and accountable Manager demonstrating high level of ownership and initiative. Quick and effective at decision-making and learning skills while maintaining excellent customer service throughout sales experience. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Hardworking and motivated management professional with 10 -year record of success in customer service and solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with front-line employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience

Work History

Manager

Shell Gas Station
05.2020 - 09.2024
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.

Manager

G&M Oil Company
10.2018 - 01.2020
  • Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives
  • Led employee performance reviews and discussed improvement strategies with each team member
  • Trained and mentored new employees to maximize team performance and achieve daily performance objectives
  • Managed day-to-day operations, including supervision and assignment delegation for 8 member team
  • Assessed risks in relation to vendors, manufacturers and suppliers to assist upper-level management
  • Gave input on how to improve training and employee productivity
  • Trained current employees on additional job positions to maintain coverage of roles at all times
  • Coordinated day-to-day and long-term activities within various business platforms.

Customer Service Representative

Ansafone Contact Centers
03.2017 - 09.2018
  • Assisted approximately 40 customers each hour with medical questions
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Set up and activated customer accounts
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Documented conversations with customers to track requests, problems and solutions
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Representative

Logos Language Interpreting
07.2016 - 01.2017
  • Evaluated customer account information to assess current issues and determine potential solutions
  • Set up and activated customer accounts
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
  • Reviewed account and service histories to identify trends and issues
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
  • Delivered high level of service and support to each customer, paving way for future business opportunities.

Cashier

One Dollar Store
06.2014 - 11.2015
  • Processed returned items in accordance with store policy
  • Read weekly sales inserts and monitored price changes
  • Helped customers find specific products, answering questions and offering advice
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
  • Provided assistance with purchases, locating items and signing up for rewards programs
  • Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers
  • Worked closely with front-end staff to assist customers
  • Processed customer payments quickly and returned exact change and receipts.

Cashier

Old Town Gringer
06.2013 - 12.2014
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency
  • Trained new team members in cash register operation, stock procedures and customer service
  • Worked closely with front-end staff to assist customers
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.

Cashier

Superior Grocers
02.2009 - 08.2013
  • Processed returned items in accordance with store policy
  • Read weekly sales inserts and monitored price changes
  • Helped customers find specific products, answering questions and offering advice
  • Provided assistance with purchases, locating items and signing up for rewards programs
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers
  • Properly verified customer identification for alcohol or tobacco purchases
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency
  • Trained new team members in cash register operation, stock procedures and customer service
  • Welcomed customers, offering assistance to help find necessary store items.

Education

Associate of Arts - Human Development

Santa Ana College
Santa Ana, CA
06-2016

High School Diploma -

Century High School
Santa Ana, CA
06.2005

Skills

  • Issue and conflict resolution
  • Contract development and management
  • Brand management
  • Project management
  • Team building
  • Bilingual: English & Spanish
  • Strong Multitasking Skills
  • Fast Learner
  • Microsoft Word & Excel
  • Professional & friendly
  • Team Leadership

    Time Management

    Verbal and written communication

    Staff Training and Development

Timeline

Manager

Shell Gas Station
05.2020 - 09.2024

Manager

G&M Oil Company
10.2018 - 01.2020

Customer Service Representative

Ansafone Contact Centers
03.2017 - 09.2018

Customer Service Representative

Logos Language Interpreting
07.2016 - 01.2017

Cashier

One Dollar Store
06.2014 - 11.2015

Cashier

Old Town Gringer
06.2013 - 12.2014

Cashier

Superior Grocers
02.2009 - 08.2013

Associate of Arts - Human Development

Santa Ana College

High School Diploma -

Century High School
Judith Lopez