Lori Lujan
Las Vegas,NM
Summary
Dynamic Customer Service Manager with a proven track record at Maverik Adventure's First Stop, excelling in problem-solving and team leadership. Enhanced customer satisfaction by reducing complaints through effective solutions and training initiatives. Skilled in call center operations and committed to fostering a collaborative environment that prioritizes quality assurance and customer focus.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Maverik Adventure's First Stop
Las Vegas, NM
01.2025 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Server, Customer Service
Smiling Faces Restaurant
Las Vegas, NM
01.2023 - 11.2024
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Direct Support Personal
Family Options Llc
Las Vegas, NM
02.2010 - 03.2020
- Maintained client confidentiality by adhering to strict privacy guidelines and professional ethics.
- Provided reliable transportation to appointments, errands, and community outings while prioritizing client safety and comfort during travel.
- Supported clients'' emotional well-being, offering empathy and understanding during times of stress or crisis while providing appropriate interventions as needed.
- Assisted clients in achieving personal goals by providing physical, emotional, and social support tailored to their needs.
- Promoted client independence by teaching life skills and offering opportunities for decisionmaking.
- Contributed to a positive living environment by maintaining clean homes for clients through routine housekeeping tasks such as laundry or dishwashing services.
- Enhanced client well-being by providing personalized support and assistance in daily living activities.
Education
GED -
TVI Community College
Albuquerque, NMSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Excellent time management skills
- Cash handling
- Training and mentoring
- Team building and leadership
- Effective workflow management
- Exceptional telephone etiquette
- Quality assurance
- Handling escalations
- Call center management
- Work prioritization
- Call center operations
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Manager
Maverik Adventure's First Stop
01.2025 - Current
Server, Customer Service
Smiling Faces Restaurant
01.2023 - 11.2024
Direct Support Personal
Family Options Llc
02.2010 - 03.2020
GED -
TVI Community College