LUISA LOPEZ NAVAS
Brooklyn
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Bursar Customer Service Representative
Zoni Language Centers
New York, NY
05.2025 - 02.2026
- Provided technical support to teachers and assisted students with portal access for exam completion.
- Guided prospective students on academic programs, F-1 visa applications, F-1 transfers, and change-of-status processes.
- Managed CRM system, email, and WhatsApp communications to follow up on leads and inquiries.
QA Test Manager
Zoni Language Centers
New York, NY
01.2023 - 01.2025
- Conducted quality assurance evaluations through call monitoring, video review, and system audits.
- Analyzed customer interactions to identify service gaps and improve performance standards.
- Developed performance dashboards to track defects, compliance, and resolution trends.
Bursar
Zoni Language Centers
New York, NY
01.2021 - 01.2023
- Managed tuition billing, payment processing, and cash flow operations.
- Reviewed and monitored student accounts, including delinquent balances.
- Advised students on payment plans and financial options.
Waitress
Café Nunez
New York, NY
01.2017 - 01.2020
- Delivered high-quality customer service in a fast-paced environment.
- Increased revenue through upselling and product recommendations.
- Processed credit card and cash transactions using POS systems.
Education
Home Health Aide Certificate -
Americare
01-2020
ESOL Certificate - undefined
Columbia University
01-2019
Bachelor of Science - Communication
Santa Rosa Catholic University
01-2009
Skills
- Microsoft Office
- POS Systems
- Performance Monitoring
- Technical Support
- Team Collaboration
- Data entry
- Customer service
- Call center experience
- Complaint handling
- Payment processing
- Follow-up skills
- Customer relationship management (CRM)
- Quality control
- Staff education and training
SKILLS
Languages: English (Fluent), Spanish (Native)
Timeline
Bursar Customer Service Representative
Zoni Language Centers
05.2025 - 02.2026
QA Test Manager
Zoni Language Centers
01.2023 - 01.2025
Bursar
Zoni Language Centers
01.2021 - 01.2023
Waitress
Café Nunez
01.2017 - 01.2020
ESOL Certificate - undefined
Columbia University
Bachelor of Science - Communication
Santa Rosa Catholic University
Home Health Aide Certificate -
Americare