Lourdes Lizbeth Ayala Bonilla
Duarte,CA
Summary
Experienced associate committed to providing exceptional service. Motivated and suitable for teamwork with strong organizational/interpersonal skills. Twice received international recognition for performance.
Overview
17
17
years of professional experience
Work History
Customer Sales Associate
The UPS Store 1831
710 South Myrtle Avenue Monrovia, CA 91016
09.2023 - Current
- Increased customer satisfaction by actively listening to their needs and providing tailored product recommendations.
- Boosted sales revenue through effective demonstration of product features and benefits.
- Developed strong relationships with repeat customers by providing exceptional service and personalized attention.
- Assist approximately 50 customers in person and handle 200-300+ packages per day.
Preferred Customer & Social Media Associate
United Parcel Service De Mexico S.A. De C.V.
Mexico City, Mexico
05.2010 - 09.2023
- Worked as part of 10 person team of Preferred Customer Associates including auditing communication for quality assurance, training and performance reviews.
- Personalized one to one attention to Callaway Golf Mexico and Monsanto, in which proactive monitoring and action plans are provided to reduce delays in service of our clients.
- Created and implemented Preferred Customer tracking reports.
- Through Sprinklr, monitored UPS social media platforms and engaged with customers to strengthen relationships.
- CHSP Team member
- Develop useful response templates for our preferred customers.
- Development of user manual for Social Media.
Customer Resolution Agent/Full Time
United Parcel Service De Mexico S.A. De C.V.
Mexico City
12.2008 - 05.2010
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with Sales, Operations, Brokerage teams to resolve customer complaints and drive customer experience.
- Proactive participation in meetings aimed at creating new practices at work.
- Attention to internal clients (Account Executives), telephone, via email and face-to-face.
- Managed approximately 150 Preferred Customer calls and e-mails plus 120 social media requests via Sprinklr per day.
Education
International Relations - International Import And Export
Universidad La Salle, Estado De Mexico
Mexico State, Nezahualcoyotl07.2017
High School Diploma -
CECYTEM Plantel Nezahualcoyotl II
Mexico State08.2003
Skills
- Working knowledge of ISPS, ICRYSIS, ETT, Sprinklr, RNT, ECM, and AVAYA
- Leadership Communications
- Social Media Management
- Customer Service
- Interpersonal Skills
- Teamwork and Collaboration
- Issue Resolution
Awards and Recognitions
2016 Best Associate of Preferred Customers Worldwide
2023 UPS Head, Heart & Hands Medal
Multiple Employee of the Month recognitions
Languages
Spanish
Native or Bilingual
English
Full Professional
French
Full Professional
Timeline
Customer Sales Associate
The UPS Store 1831
09.2023 - Current
Preferred Customer & Social Media Associate
United Parcel Service De Mexico S.A. De C.V.
05.2010 - 09.2023
Customer Resolution Agent/Full Time
United Parcel Service De Mexico S.A. De C.V.
12.2008 - 05.2010
International Relations - International Import And Export
Universidad La Salle, Estado De Mexico
High School Diploma -
CECYTEM Plantel Nezahualcoyotl II