Lizeth Vega Jimenez
Penitas
Summary
Results-driven operations and customer service professional with extensive experience in leading high-volume fulfillment operations while consistently delivering exceptional customer support in dynamic environments. Expertise in analyzing performance metrics, managing labor and workflows, ensuring compliance, and providing empathetic, detail-oriented service across various communication channels, including phone, email, and chat. Bilingual in English and Spanish with strong leadership abilities, multitasking skills, and a commitment to continuous process improvement. Proven track record of enhancing operational efficiency and elevating customer satisfaction through strategic initiatives and effective team collaboration.
Overview
8
8
years of professional experience
Work History
Area Manager II
Amazon
Richmond, TX
08.2023 - 11.2025
- Managed labor planning and inventory accuracy to enhance operational efficiency in a fast-paced fulfillment environment.
- Conducted analysis of key performance indicators, focusing on rates and units per tote cycle time, to drive continuous improvement initiatives.
- Analyzed operational workflows and established action plans that significantly improved order fulfillment rates and decreased costs associated with each shift.
- Recognized as leading area manager for six months, reflecting superior productivity and performance metrics.
- Performed comprehensive safety audits, delivered coaching sessions, and implemented compliance checks to promote a culture of safety.
- Administered labor forecasts, monitored attendance, and coordinated volume capacity transfers and returns, providing comprehensive updates to regional leadership on production and cost performance.
- Guided associates in mastering best practices and safety protocols to ensure compliance and optimize performance standards.
Insurance Customer Service Representative
Sitel
Las Vegas, NV
01.2022 - 2023
- Advised clients on selecting suitable auto, homeowners, renters, and condominium insurance solutions, ensuring exceptional service.
- Explained insurance coverages, discounts, and eligibility requirements while assisting customers through the application process.
- Guided customers through account management and payment processing on online portal, ensuring seamless policy enrollment.
- Analyzed customer needs and eligibility to recommend optimal coverage solutions, enhancing client satisfaction and informed decision-making.
- Managed and organized referrals for specialized insurance products, ensuring comprehensive coverage options for SR-22, high-risk homeowners, and commercial policies.
- Managed customer record accuracy and documentation processes, reinforcing adherence to established company standards.
- Monitored and evaluated performance metrics to ensure consistent achievement of call resolution quality and customer satisfaction goals.
Exam Analyst (Seasonal)
BCforward
Indianapolis, IN
05.2022 - 07.2022
- Reviewed and scored sixth-grade mathematics assessments for the state of Pennsylvania, focusing on both virtual and paper-based submissions to ensure comprehensive feedback.
- Administered standardized scoring methodologies to guarantee equitable and precise evaluation results.
- Reviewed and analyzed student methodologies to confirm correct scoring and provide transparent explanations for grading decisions.
- Designed and implemented a streamlined analysis process to optimize grading efficiency and boost productivity.
- Ensured project success by maintaining high standards of detail orientation, flexibility, and effective multitasking under tight deadlines.
Customer Service Representative II (Temporary)
Manpower
McAllen, TX
11.2020 - 11.2021
- Executed meticulous verification of COVID-19 test outcomes and vaccination records, guaranteeing alignment with necessary travel protocols.
- Utilized advanced software applications and databases to effectively handle and address a substantial influx of email and chat inquiries.
- Managed customer support interactions by resolving inquiries about application navigation, verification status, and travel restrictions, while effectively diagnosing mobile device and Wi-Fi challenges.
- Handled high-pressure inquiries, guaranteeing swift and accurate responses while maintaining a courteous and understanding demeanor.
- Streamlined documentation of customer interactions, fostering improved communication and follow-up processes across diverse platforms.
- Directed emotional interactions, prioritizing customer experience and satisfaction throughout the process.
Customer Service Representative II (Temporary)
AppleOne
Edinburg, TX
05.2020 - 11.2020
- Executed comprehensive assessments of eligibility and calculated pandemic EBT benefits while effectively managing a high volume of inbound calls.
- Detailed benefit calculations and eligibility standards to facilitate informed decision-making for clients.
- Executed application processing, skillfully managed escalations, and provided accurate responses to denial inquiries, ensuring client satisfaction.
- Compiled and delivered thorough case reports to supervisors and Health and Human Services Commission, ensuring accuracy and completeness.
- Managed customer accounts through CRM systems, ensuring effective tracking of interactions and prompt resolution of issues.
- Managed follow-up communications to confirm successful resolution and foster ongoing customer satisfaction.
Customer Service Associate / Assistant Manager
Stripes
Mission, TX
07.2019 - 07.2020
- Managed daily store functions, focusing on delivering exceptional customer service, maintaining accurate inventory levels, and supervising team members effectively.
- Implemented strategies for maintaining a welcoming store atmosphere, prioritizing customer satisfaction and comfort.
- Collaborated with general manager to organize training sessions and mentor team members for skill enhancement.
- Handled customer complaints and inquiries efficiently, prioritizing compliance with established company standards.
- Achieved improved stock accuracy through thorough inventory assessments. Increased team sales performance by implementing clear daily sales goals. Enhanced promotional effectiveness through targeted coaching of staff.
- Conducted detailed oversight and monitoring to control inventory levels, ensuring they remained within established targets.
Manager
Slim Chickens
McAllen, TX
03.2018 - 07.2019
- Recognized for outstanding performance and leadership potential, resulting in promotion to manager within six months.
- Supervised staff, coordinated scheduling, and managed inventory control and cash handling to streamline daily operations.
- Directed daily sales reporting and monthly financial calculations, maintaining high standards of accuracy in data entry processes.
- Conducted regular inspections and audits to guarantee compliance with health, safety, and food service regulations.
- Investigated and resolved customer inquiries promptly, prioritizing satisfaction and upholding service quality standards.
- Engaged with management to create and implement promotional strategies focused on boosting sales growth.
Education
Bachelor of Science - Criminal Justice
University of Texas Rio Grande Valley
Edinburg, TXSkills
- Leadership development
- Operations management
- Labor forecasting
- Process optimization
- Multichannel customer support
- High-volume customer support
- Proficient in multi-system navigation
- Data entry precision
- Safety management
- Skilled in using Microsoft Office tools
LANGUAGES
English (Fluent)
Spanish (Fluent)
Timeline
Area Manager II
Amazon
08.2023 - 11.2025
Exam Analyst (Seasonal)
BCforward
05.2022 - 07.2022
Insurance Customer Service Representative
Sitel
01.2022 - 2023
Customer Service Representative II (Temporary)
Manpower
11.2020 - 11.2021
Customer Service Representative II (Temporary)
AppleOne
05.2020 - 11.2020
Customer Service Associate / Assistant Manager
Stripes
07.2019 - 07.2020
Manager
Slim Chickens
03.2018 - 07.2019
Bachelor of Science - Criminal Justice
University of Texas Rio Grande Valley