Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Monica Ramos Lopez

Riverside ,CA

Summary

Dynamic and results-oriented professional with extensive experience at NFI Logistics, specializing in customer service and CRM software proficiency. Excelled in fostering customer relationships, enhancing satisfaction, and streamlining service delivery. Demonstrated leadership in team development and problem-solving, significantly improving operational efficiency. Skilled in active listening and critical thinking, committed to continuous improvement and excellence.

Overview

12
12
years of professional experience

Work History

CSR

NFI Logistics
10.2022 - Current
  • Responded to customer and carrier request.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Cross-trained
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.

Lead CSR

NFI Logistics
02.2013 - 04.2020
  • Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
  • Monitored industry trends to stay up-to-date on best practices for enhancing customer relations management techniques.
  • Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
  • Provided excellent customer care by responding to requests, assisting with customer needs and carriers request
  • Cross-trained and provided backup support for organizational leadership.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Implemented and developed customer service training processes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Reduced wait times for customers by efficiently managing high call volumes during peak periods.
  • Delivered prompt service to prioritize customer needs.
  • Trained new personnel regarding company operations, policies and services.

Education

Medical Assistant - Medical Assistant

Kaplan Collge
Riverside, CA
06.2013

High School -

Rubidoux High School
Riverside, CA
05.2009

Skills

  • Call center experience
  • Customer Focus
  • Customer Service
  • Active Listening
  • Critical Thinking
  • Problem-solving abilities
  • Professional telephone demeanor
  • Microsoft Outlook
  • Computer Proficiency
  • Documentation
  • Data Entry
  • Team Development
  • Microsoft Excel
  • Paperwork Processing
  • Appointment Scheduling
  • Reading Comprehension
  • Follow-up skills
  • Prioritization
  • Shipping procedures understanding
  • Data Collection
  • Research
  • Clerical Support
  • Spreadsheets

Languages

Spanish
Professional Working
English
Professional Working

Timeline

CSR

NFI Logistics
10.2022 - Current

Lead CSR

NFI Logistics
02.2013 - 04.2020

Medical Assistant - Medical Assistant

Kaplan Collge

High School -

Rubidoux High School

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Monica Ramos Lopez