LARISSA LOPEZ
Columbia,USA
Summary
Dedicated and results driven professional with over a decade of experience in customer service, operations, and public administration, currently serving at the Maryland Department of Transportation Motor Vehicle Administration (MDOT MVA). Proven ability to deliver accurate, compliant, and efficient service across diverse functions including titling, registration, identification issuance, and regulatory enforcement. Recognized for exceptional communication, interpersonal, and problem solving skills, with a consistent record of exceeding performance standards in fast paced, high volume environments. Experienced in coaching peers, and supporting operational improvements. Adept in interpreting state laws, providing customer education, and supporting leadership in achieving agency goals. Currently pursuing advancement to a Customer Agent III (Lead Worker) role to expand leadership responsibilities, mentor new employees, and contribute to continuous improvement efforts at MDOT MVA.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Agent I / II
Maryland Department of Transportation – Motor Vehicle Administration (MDOT MVA)
10.2022 - Current
- Deliver front-line public service across a full spectrum of MVA offerings, ensuring accurate and timely vehicle titling, registration, and license/ID issuance for Maryland residents.
- Assist customers in understanding state regulations related to insurance compliance, vehicle emissions inspections, and documentation requirements.
- Interpret and apply state motor vehicle laws during processing to ensure legal compliance and data accuracy in MVA records.
- Resolve escalated customer concerns in a respectful and professional manner, providing guidance on complex or sensitive transactions.
- Participate in ongoing training sessions to remain up-to-date on evolving MVA policies and systems.
- Collaborate with team leads to address process gaps, support peer training, and uphold high standards of service delivery.
At Your Service Captain
Macy’s
08.2018 - 10.2022
- Supervised the "At Your Service" (AYS) department, ensuring seamless execution of services like Buy Online Pickup In Store (BOPIS), curbside pickup, and order fulfillment.
- Trained and coached staff members in service excellence, system use, and customer engagement techniques to improve productivity and satisfaction metrics.
- Managed daily task flow, including schedule coordination, opening/closing procedures, and conflict resolution with both customers and associates.
- Promoted and educated customers on Macy’s mobile app and loyalty programs, increasing usage and engagement.
- Maintained store compliance in inventory, asset protection, and digital order processing, contributing to improved audit outcomes and operational efficiency.
Assistant Store Manager
Fashion to Figure
09.2017 - 01.2018
- Partnered with the Store Manager to drive daily operations including staffing, scheduling, visual merchandising, and sales planning.
- Trained new hires, ensuring strong product knowledge and customer service proficiency to meet store KPIs.
- Supported closing operations and helped wind down store locations during closure period, ensuring secure transfer of merchandise and accurate reporting.
- Implemented merchandising and promotional strategies to align with seasonal trends and local customer preferences.
- Demonstrated a strong commitment to team morale and development, maintaining performance through transitional periods.
Assistant Manager / Keyholder
Torrid
05.2016 - 08.2017
- Acted as Manager on Duty to oversee floor operations, customer interactions, sales reporting, and store openings/closings.
- Led the team during high-volume sales and promotional periods, ensuring adequate staffing, efficient cash handling, and effective visual merchandising.
- Mentored new employees on customer engagement, safety protocols, and company standards.
- Assisted in the successful launch of the Columbia location, helping to set up displays, train staff, and establish opening day readiness.
Bartender / Server
Olive Garden
06.2015 - 05.2016
- Provided personalized food and drink service in a fast-paced dining environment, often managing multiple large tables and bar patrons simultaneously.
- Maintained knowledge of menu offerings, wine pairings, and seasonal promotions to enhance customer experience.
- Handled high volumes of transactions accurately, balanced cash drawers, and ensured compliance with alcohol service laws.
- Trained new waitstaff on POS systems, food safety, and Olive Garden’s hospitality standards.
Theater Usher / Concession Stand & Ticket Booth Cashier
Regal Snowden Square 14
10.2011 - 08.2012
- Supported multiple roles in guest service, including ushering, concessions, and ticketing operations during peak movie release periods.
- Maintained cleanliness, organization, and safety of theater spaces while ensuring patrons had a seamless experience.
- Managed ticket and food sales using point-of-sale systems, ensured transaction accuracy, and promoted membership programs.
- Developed strong multitasking and communication skills in a customer-focused, fast-paced entertainment setting.
Education
Associate of Arts - Culinary
The Art Institute of Washington
Arlington, VASkills
- Vehicle Titling & Registration
- Licensing & Identification Services
- Public Service & Customer Relations
- Compliance with State Regulations
- Conflict Resolution & Investigative Support
- Team Leadership & Peer Coaching
- High-Volume Transaction Processing
- Digital Tools: Microsoft Word, Excel, PowerPoint
- Time Management & Workflow Optimization
- Bilingual Communication (if applicable – add if true)
Certification
Insurance Complice training
Languages
Spanish
Native or Bilingual
Timeline
Customer Agent I / II
Maryland Department of Transportation – Motor Vehicle Administration (MDOT MVA)
10.2022 - Current
At Your Service Captain
Macy’s
08.2018 - 10.2022
Assistant Store Manager
Fashion to Figure
09.2017 - 01.2018
Assistant Manager / Keyholder
Torrid
05.2016 - 08.2017
Bartender / Server
Olive Garden
06.2015 - 05.2016
Theater Usher / Concession Stand & Ticket Booth Cashier
Regal Snowden Square 14
10.2011 - 08.2012
Associate of Arts - Culinary
The Art Institute of Washington
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