MELISSA LOPEZ
San Bernardino
Summary
Skilled Specialist with expertise in project management, problem-solving and team leadership. Strengths lie in ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. Previous experience led to significant improvement in workflow processes and overall performance efficiencies. Demonstrated skills include adaptability, negotiation and strong communication abilities.
Overview
12
12
years of professional experience
Work History
Base Specialist - Call Center
UPS
San Bernardino
11.2022 - Current
- Resolved customer inquiries regarding UPS services via phone, email, and chat.
- Troubleshot and expedited repairs of facility floor equipment.
- Assisted with conveyor maintenance to ensure operational efficiency.
- Facilitated sort calls and breakdowns, expediting resolution processes.
- Provided guidance to maintenance mechanics for effective repair completion.
- Located necessary parts for various facilities to minimize downtime.
- Coordinated with multiple departments to enhance workflow efficiency.
- Maintained accurate records of customer interactions and feedback.
Base Specialist
UPS
San Bernardino
10.2022 - 11.2022
- Troubleshot, calibrated, and adjusted equipment to ensure optimal functionality.
- Resolved sort calls and breakdowns efficiently and promptly.
- Served as direct contact for Base department, supporting operations and resolving issues.
- Managed case documentation using UPS systems with high efficiency.
- Trained new team members on effective case handling procedures.
- Compiled reports summarizing case statuses for management review.
- Supported audits by preparing required documentation and information.
- Reviewed and processed case files for accuracy and completeness.
Maintenance Supervisor
UPS
San Bernardino
05.2021 - 10.2022
- Oversaw and coordinated maintenance activities for UPS facilities, ensuring safety compliance and operational efficiency.
- Managed maintenance team of 45-50 personnel, optimizing resource allocation and performance evaluation.
- Planned and scheduled maintenance staff while collaborating with third-party vendors to enhance operations.
- Monitored and prepared maintenance budget, ensuring efficient use of financial resources.
- Trained team members on safety protocols and best practices to maintain workplace safety.
- Implemented cleaning procedures to uphold a safe work environment across all facilities.
- Communicated maintenance needs and updates effectively with management to drive strategic decisions.
- Created work crew schedules, delegating assignments to improve workflow and accountability.
PT Package Supervisor
UPS
San Bernardino
11.2020 - 05.2021
- Supervised daily operations to ensure timely package processing and delivery.
- Resolved customer complaints swiftly, ensuring high levels of satisfaction.
- Maintained accurate records of employee performance, attendance, and disciplinary actions.
- Performed monthly inventory checks to maintain adequate stock levels.
- Prepared reports on team performance and challenges for senior management review.
- Monitored employee attendance, addressing punctuality and absenteeism issues.
- Fostered a motivating and positive work environment, enhancing team morale.
- Utilized document management system to organize files for easy access.
District Sales Manager
COACH INC
01.2014 - 03.2020
- Coached associates to achieve sales targets while fostering high service standards.
- Implemented visual merchandising techniques to enhance product displays and attract customers.
- Built strong partnerships through consistent communication with external stakeholders.
- Enhanced product knowledge within sales team to boost overall sales effectiveness.
- Directed hiring processes for supervisors and associates, prioritizing leadership in customer service.
- Maintained oversight of expenses, payroll management, and compliance with operational policies.
- Trained and supervised sales representatives to elevate team performance and productivity.
- Managed customer relationships to ensure satisfaction, loyalty, and repeat business.
Education
Associate of Science - Behavioral Sciences
San Bernardino Valley College
San Bernardino, Ca06-2020
Bachelor of Science - Project Management
Arizona State University
Tempe, AZSkills
- Equipment maintenance and troubleshooting
- Customer service and relations
- Case documentation and compliance monitoring
- Technical training and coaching
- Safety compliance and performance evaluation
- Effective communication and interpersonal skills
- Team collaboration and leadership experience
- Stakeholder engagement and relationship building
- Software proficiency in Microsoft Office applications
- Attention to detail and professionalism
- SMC
- BSI (PEX)
- Maximo
- SI7/ CBRE
Accomplishments
- Nominated for West Coast Manager of the Year
Timeline
Base Specialist - Call Center
UPS
11.2022 - Current
Base Specialist
UPS
10.2022 - 11.2022
Maintenance Supervisor
UPS
05.2021 - 10.2022
PT Package Supervisor
UPS
11.2020 - 05.2021
District Sales Manager
COACH INC
01.2014 - 03.2020
Associate of Science - Behavioral Sciences
San Bernardino Valley College
Bachelor of Science - Project Management
Arizona State University
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