Liliana Lopez Labrada
Tampa,FL
Summary
Experienced Service Coaching Specialist with a proven ability to develop customer service talent through targeted 1:1 coaching, engaging huddles, and performance-driven support. Skilled in identifying training gaps, creating focused development plans, and collaborating with leadership to drive consistent service excellence. Strong communicator, fluent in English and Spanish, with a passion for employee growth and a track record of supporting onboarding, nesting, and ongoing performance improvement.
Overview
5
5
years of professional experience
Work History
Service Coaching Specialist
Liberty Mutual
12.2023 - Current
- Deliver coaching and skill development to service representatives at all experience levels through engaging huddles and individualized 1:1 coaching sessions.
- Identify trends and knowledge gaps during New Hire nesting phases to create targeted coaching plans.
- Provide focused coaching support to supervisors who have recognized coaching opportunities within their teams.
- Reinforce and evaluate performance standards and goals to ensure that service targets are consistently met.
- Collaborate with Supervisors and Coaching manager to develop action plans that address areas for improvement, utilizing Standard Operating Procedures (SOPs), live monitoring side-by-side and call assessments.
- Supply the Coaching manager and Supervisor with regular updates on service associate performance, highlighting strengths and opportunities, and tracking weekly progress toward established goals.
- Aid in the creation of coaching material to support service associate development.
Sr Cust Svc Representative, CRC - Bilingual
Liberty Mutual
Miami, FL
08.2022 - 12.2023
- Licensed in multiple states, including CA and handle both English and Spanish calls for both home and auto servicing needs, including billing and e-sign support.
- Promoted quickly from Grade 7 to Grade 9 in less than a year due to demonstrated proficiency in tools, systems, and procedures.
- Consistently met personal/team qualitative and quantitative targets.
- Participated and contributed in creating Spirit Week in the Spanish Working Group to help boost team morale and engagement during a difficult time for peers.
- Led Spanish team meeting focused on sharing best practices to identify possible leads which included a PowerPoint presentation detailing verbiages to use for offering different lines of business.
- Created a team initiative to recognize and reward peers.
- Consistently engaged in Teams chat to assist peers with system migration questions.
- Consistently stepped up to share knowledge and help out even the most tenured reps.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Navigated multiple systems in order to assist customers quickly and efficiently.
- Served as liaison between third-party, claims, and sales agents.
Sales Associate, Key-Holder
Bath & Body Works
07.2020 - 12.2021
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices.
- Streamlined opening and closing procedures as integral member of store staff.
- Prepared large cash deposits with zero discrepancies.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
Education
High School Diploma - undefined
Miami Coral Park Senior High
06.2019
Skills
Circle of Excellence-2023
- Recognized by Liberty Mutual for top-tier performance and contributions to team culture and development
Timeline
Service Coaching Specialist
Liberty Mutual
12.2023 - Current
Sr Cust Svc Representative, CRC - Bilingual
Liberty Mutual
08.2022 - 12.2023
Sales Associate, Key-Holder
Bath & Body Works
07.2020 - 12.2021
High School Diploma - undefined
Miami Coral Park Senior High