Lorena L Napoles
Southern California Edison
Colton,CA
1
Language
27
years of professional experience
Goal-oriented professional with extensive experience in staff management and mentoring. Proven ability to enhance team performance and streamline operations, delivering exceptional customer service and improving overall satisfaction.
Work History
Supervisor 3
7 Years 5 Months- Oversaw daily operations to ensure compliance with safety and regulatory standards for 36 Direct Reports.
- Implemented process improvements that increased efficiency in service delivery workflows.
- Coordinated cross-functional communication to resolve operational challenges effectively.
- Mentored team members, enhancing skills and promoting a culture of continuous improvement.
- Managed resource allocation to optimize project timelines and enhance productivity outcomes.
- Led team meetings to align objectives, foster collaboration, and track progress against goals.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Enhanced team productivity by streamlining workflow processes and implementing efficient scheduling systems.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Low Income Dept Lead
5 Years- Responsible for leading 15-18 employees
- Developed training programs to elevate team performance and ensure compliance with safety regulations
- Streamlined processes to reduce downtime and improve workflow within the department.
- Led cross-functional teams to enhance operational efficiency and project delivery timelines.
- Facilitated regular meetings to assess progress, address challenges, and implement solutions collaboratively.
- Boosted overall employee morale by fostering a positive work environment and promoting open communication.
- Led team to achieve high performance standards through consistent coaching and feedback.
- Organized regular meetings with direct reports to discuss progress on projects and strategize future goals.
- Established clear expectations for team members, leading to improved accountability and performance levels.
- Communicated with managers of other departments to maintain transparency.
- Generated reports detailing findings and recommendations.
Bookkeeper
5 Years 1 Month- Managed accounts payable and receivable, ensuring timely processing and accurate record-keeping.
- Streamlined invoicing processes, reducing errors and improving turnaround time for payments.
- Inspected account books and recorded transactions.
- Led training sessions for new hires on bookkeeping processes and software usage.
Bilingual Customer Service Representative
9 Years 11 Months- Resolved customer inquiries in both English and Spanish, enhancing communication and satisfaction.
- Assisted customers with billing issues, facilitating clear understanding of charges and payment options.
- Managed high-volume call queues, ensuring timely responses to service requests.
- Educated clients on energy conservation programs, promoting sustainable practices within the community.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Communicated with management when customer issues escalated and worked to find resolutions.
Skills
Fully Bilingual Spanish Speaker
Training
Goal-oriented
Coaching and mentoring
Operational efficiency
Process improvement
Employee development
Multitasking
Excellent communication
Languages
Spanish
Timeline
Supervisor 3
Southern California Edison
01.2009 - 06.2016Read More
Low Income Dept Lead
Southern California Edison
03.2004 - 03.2009Read More
Bookkeeper
Southern California Edison
02.1999 - 03.2004Read More
Bilingual Customer Service Representative
Southern California Edison
03.1989 - 02.1999Read More