Melissa Lopez
San Antonio,TX
Summary
Over 10 years of quality customer service experience; also recognized by colleagues and management for accuracy, efficiency, empathy, and commitment to excellence. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
Work History
Customer Success Supervisor
Pro-VIgil, Inc.
10.2015 - Current
- Established and enforced clear goals to keep employees working collaboratively.
- Complied with company policies, objectives, and communication goals.
- Realigned workflows with changing business demands by evaluating processes and employee strengths.
- Created a training manual for all employees to use as a reference guide.
- Provided ongoing training to address staff needs.
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
- Interviewed applicants, recommended individuals for hiring, and evaluated staff performance.
- Conducted evaluations and reviews for 15 employees.
- Assisted customers with onboarding and product set up to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Collaborated with sales and product teams to address customer success objectives.
Communications Officer - 911 Dispatcher
Dimmit County Sheriff's Office
09.2014 - 08.2015
- Respond to emergency and nonemergency calls for assistance and informa on.
- Dispatch and communicate support services to police, fire, emergency, and related services.
- Determined and assigned the level of priority of the call and enter the data into a computer dispatch system for radio dispatch purposes.
- Monitor and operate a radio console and computer equipment.
- Received and responded to a variety of emergency and non-emergency services and complaints.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Used radio, telephone and computer system to update first responders with new information.
Administrative Assistant
Genco Energy Services
04.2013 - 06.2014
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
- Liaised between internal and external stakeholders to provide updated project status and performance reports.
- Managed building access by supplying key cards to employees and visitors.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Collected, calculated and reported on expenditure and statistical data to inform senior management.
- Prepared packages for shipment by generating invoices and setting up courier deliveries.
- Tracked and submitted employee timesheets to accounting department for payroll processing.
- Monitored attendance records by taking note of staff vacation time, sick days and personal days.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Maintained inventory in administrative building supply closet to prevent shortages of supplies.
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
Customer Service Representative Agent
PFS Group, Patient Financial Services
12.2010 - 12.2011
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Evaluated customer account information to assess current issues and determine potential solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
Asst. Manager
Cleo’s Mexican Food/Church's Chicken
11.2003 - 12.2010
- Planned and prepared workflow schedules, delegating tasks for 15's-member team.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Enhanced sales by implementing merchandising and promotional improvements.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Completed inventory audits to identify losses and project demand.
- Delegated daily tasks to team members to optimize group productivity.
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
High School Diploma -
Crystal City High School
2002
Skills
- Team Management
- Troubleshooting
- Customer Service
- Mentoring
- Customer Relations
- Account management
- Problem resolution
- Customer Retention
- Effective Customer Communication
- Report Analysis
- Technical Support
- Senior Leadership Support
Timeline
Customer Success Supervisor
Pro-VIgil, Inc.
10.2015 - Current
Communications Officer - 911 Dispatcher
Dimmit County Sheriff's Office
09.2014 - 08.2015
Administrative Assistant
Genco Energy Services
04.2013 - 06.2014
Customer Service Representative Agent
PFS Group, Patient Financial Services
12.2010 - 12.2011
Asst. Manager
Cleo’s Mexican Food/Church's Chicken
11.2003 - 12.2010
High School Diploma -
Crystal City High School