Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

MONICA J LOPEZ

Hayward,CA

Summary

Results-driven Lead Customer Service Specialist with experience in managing high-performing customer service teams and delivering outstanding client support in fast-paced environments. Adept at developing and implementing customer service policies, training programs, and performance metrics that elevate service quality and customer retention. Skilled in conflict resolution, process optimization, and leveraging CRM technologies to streamline operations. Proven track record of fostering a customer-centric culture, mentoring team members to exceed service targets, and collaborating cross-functionally to address client needs effectively.

Overview

4
4
years of professional experience

Work History

Lead Customer Service Specialist

Mizuho America, Inc
07.2023 - Current
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Trained new team members on company policies, procedures, and best practices for customer service.
  • Collaborated with cross-functional teams to enhance customer experience and streamline service processes.
  • Issue, review and support quotes to contract process,ensuring accuracy and compliance in quoting, pricing and contract terms.
  • Manage and update all Latin America region distributor in ERP system.
  • Maintains critical databases.
  • sources new sales opportunities through inbound lead follow-up, outbound cold calls. emails and data analyses.
  • Teams up with channels partners (Regional Business Managers, Sales reps, etc.) to build pipelines and close deals.

Cafe Supervisor

Compass Group
11.2021 - 07.2023
  • Complete inventory counts and ordered merchandise.
  • Review weekly sales adds and monitored price changes in the system (InfoGenesis POS).
  • Conduct inventory counts by adding each item in stock and documenting in computer system.
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Communicate with vendors regarding backorder availability, future inventory and special orders.
  • Respond to customer requests for products, services and company information in person or by email.
  • Training employees on register use, merchandising and customer service.
  • Assist customers by answering questions and fulfilling requests.
  • Every week to add in the system OMS (Myfinance, Myorders, Myreports) the expenses, the sales and the inventory.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

Education

Certificate of Achievement - Administrative Assistant

Chabot College
Hayward, CA
05.2022

Bachelor of Science - Business Administration

Universidad Del Quindio
Colombia

Cerfiticate - Salesforce

ADP

Certificate - Business Analytics Program

ADP

Certificate - Excel Advanced

ADP

Certificate - Data Analytics For Finance

ADP

High School Diploma -

Normal Superior
Armenia, Colombia
11.2010

Skills

  • Data aggregation
  • Decision Making
  • Problem Solving
  • Employee Training
  • Reliable and Responsible
  • Bilingual (English - Spanish)

Languages

Spanish
English

Timeline

Lead Customer Service Specialist

Mizuho America, Inc
07.2023 - Current

Cafe Supervisor

Compass Group
11.2021 - 07.2023

Certificate of Achievement - Administrative Assistant

Chabot College

Bachelor of Science - Business Administration

Universidad Del Quindio

Cerfiticate - Salesforce

ADP

Certificate - Business Analytics Program

ADP

Certificate - Excel Advanced

ADP

Certificate - Data Analytics For Finance

ADP

High School Diploma -

Normal Superior

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