Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lorena Gelpi

Dupont

Summary

Customer service professional with solid background in managing customer interactions and ensuring satisfaction. Known for reliability and adaptability, consistently achieving positive outcomes. Excels at conflict resolution and effective communication, fostering collaborative team environment.

Experienced with handling variety of customer inquiries and concerns, ensuring high satisfaction rates. Utilizes effective communication and problem-solving skills to address and resolve issues promptly. Knowledge of customer relationship management and adept at fostering positive client interactions.

Professional customer service expert with proven ability to deliver results and exceed expectations. Adept at resolving issues, enhancing customer satisfaction, and building strong relationships. Strong focus on team collaboration, adaptability, and communication. Skilled in problem-solving, active listening, and multi-tasking.

Overview

12
12
years of professional experience

Work History

Customer Service Advisor, Remote

Conduent Commercial Solutions, LLC
05.2025 - 06.2025
  • Handle inbound calls from customers with inquiries about their recent purchases.
  • Assist customers with tracking numbers, order statuses, product returns and other post-purchase needs.
  • Use your problem-solving skills to find quick solutions and resolve any issues.
  • Help de-escalate frustrated customers with empathy and professionalism.
  • Occasionally assist with upselling or cross-selling when appropriate and necessary.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained high-quality service standards, ensuring positive customer feedback.

Information and referral Specialist

Crisis Connections- King County 211
10.2022 - 09.2024
  • Providing high quality, comprehensive services to King County 211’s inquirers via phone, email, chat and text.
  • Answer on average of 50+ phone calls a day.
  • Knowledgeable of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress.
  • Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills.
  • Assess callers’ needs, perform intake screenings, provide appropriate referrals, are responsible for keeping complete and accurate documentation.
  • Setting up food and housing appointments for eligible King County residents.
  • Ability to multi-task using a database while simultaneously providing excellent customer service.
  • Managed high-volume referral requests by prioritizing tasks and maintaining organized records.
  • Enhanced patient satisfaction by promptly addressing inquiries and resolving issues related to referrals.

SANDWICH ARTIST

Subway
03.2022 - 10.2022
  • Greeted guests, promoted specials, and took orders.
  • Shared information with customers about menu items, preparation methods, and ingredients.
  • Operated the cash register with accuracy, ensuring proper handling of transactions.
  • Kept workplace clean and organized in line with restaurant policies.
  • Increased speed of service through effective multitasking and time management skills.
  • Maintained a clean and organized workspace, adhering to strict sanitation standards.
  • Collaborated with team members to maintain a smooth workflow during busy hours.
  • Prioritized excellent communication skills to understand customer preferences accurately while minimizing errors in orders.
  • Enhanced customer satisfaction by providing exceptional service and well-crafted sandwiches.
  • Prepared and served hot and cold sandwiches based on customer preferences.
  • Upheld high standards of customer service at all times to enhance client loyalty and satisfaction.
  • Demonstrated flexibility by covering shifts when needed, ensuring consistent staffing levels for optimal operation.
  • Prepared and presented food in compliance with health and safety guidelines.
  • Built rapport with regular customers by remembering their names and preferred orders, fostering a welcoming environment.

CUSTOMER SERVICE SPECIALIST

Department of Licensing
10.2017 - 02.2022
  • Experience working in a high-volume call center answering 85+ calls a day.
  • Able to understand and defuse upset customers and assist them in a resolution to their issues.
  • Evaluate, research, review, analyze, and resolve complex customer service inquiries regarding driver and vehicle licensing.
  • Use the following computer systems to complete tasks: Language Link, Drives, Weblink, CSC Manual, and Microsoft Word.
  • Detailed program expertise and specialized knowledge to interpret statutes, rules, regulations, policies, and procedures. Includes knowledge of either driver or vehicle computer systems that support program expertise.
  • Send correspondence and communicate with other DOL units such as Hearings, Restricted Licenses, Citations, Driver/Vehicle licensing offices.
  • Proficient in the use of Microsoft Outlook to create, format, edit, preview and save emails, using standard functions to select, copy, and paste.
  • Experience in delivering multiple presentations and conducting training.

CUSTOMER SERVICE SPECIALIST (Email response unit)

Department of Licensing
11.2019 - 07.2020
  • Experience working in a high-volume call center answering 85+ emails a day.
  • Able to understand and defuse upset customers and assist them in a resolution to their issues.
  • Evaluate, research, review, analyze, and resolve complex customer service inquiries regarding driver and vehicle licensing.
  • Use the following computer systems to complete tasks: Language Link, Drives, Weblink, CSC Manual, and Microsoft Word.
  • Detailed program expertise and specialized knowledge to interpret statutes, rules, regulations, policies, and procedures. Includes knowledge of either driver or vehicle computer systems that support program expertise.
  • Send correspondence and communicate with other DOL units such as DVR, Hearings, Restricted Licenses, Citations, Driver/Vehicle licensing offices.
  • Proficient in the use of Microsoft Outlook to create, format, edit, preview and save emails, using standard functions to select, copy, and paste.

ASSISTANT MANAGER

Subway
11.2016 - 09.2017
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

MANAGER

Subway
07.2016 - 11.2016


  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

ASSISTANT MANAGER/ SANDWICH ARTIST

Subway
09.2013 - 11.2015
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Monitored sales trends to adjust pricing strategies for optimal profitability.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Oversaw daily operations to maintain store cleanliness and organization.
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Improved customer satisfaction by resolving complaints and inquiries promptly.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Trained new employees on company policies and procedures, contributing to overall team performance and growth.

Education

Associate of Applied Science - Culinary Arts

South Puget Sound Community College
Olympia, WA
01.2017

Basic Education - undefined

Central Washington University
Ellensburg, WA
01.2013

High School Diploma - undefined

Tumwater High School
Tumwater, WA
01.2009

Skills

  • Experience providing customer service both verbally and in writing
  • Type 65 wpm
  • Handling and resolving escalated calls
  • Professional phone and email response etiquette
  • Self-Motivated, detail oriented, and organized
  • Proficient in Microsoft Office
  • Skilled in establishing rapport and gaining the trust of others
  • Interpreting Washington laws and policies to customers
  • Technical savviness and the ability to learn systems quickly
  • Experience in critical thinking and time management
  • Problem solving and de-escalation skills
  • Ability to handle multiple responsibilities
  • Strong communication skills and attention to detail
  • A compassionate and patient individual with excellent communication and soft skills
  • Strong problem-solving abilities with a knack for de-escalating upset customers
  • Someone who thrives in a high-volume, fast paced environment
  • Experience in customer service and call centers
  • Call center experience
  • Money handling
  • Customer focus
  • Training and mentoring
  • Time management
  • Active listening
  • Adaptability and flexibility

Timeline

Customer Service Advisor, Remote

Conduent Commercial Solutions, LLC
05.2025 - 06.2025

Information and referral Specialist

Crisis Connections- King County 211
10.2022 - 09.2024

SANDWICH ARTIST

Subway
03.2022 - 10.2022

CUSTOMER SERVICE SPECIALIST (Email response unit)

Department of Licensing
11.2019 - 07.2020

CUSTOMER SERVICE SPECIALIST

Department of Licensing
10.2017 - 02.2022

ASSISTANT MANAGER

Subway
11.2016 - 09.2017

MANAGER

Subway
07.2016 - 11.2016

ASSISTANT MANAGER/ SANDWICH ARTIST

Subway
09.2013 - 11.2015

Basic Education - undefined

Central Washington University

High School Diploma - undefined

Tumwater High School

Associate of Applied Science - Culinary Arts

South Puget Sound Community College

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