Orepa Lopa
Sacramento,CA
Summary
I have an abundant number of skills that will be an asset to this company, and would love to gain new skills. I am experienced with providing excellent customer service, demonstrated world-class professionalism, and always presented myself with a selfless attitude. I am also a people-oriented person, and love to help others in any way possible.
Overview
10
10
years of professional experience
Work History
Southwest Customer Care
Southwest Airlines
03.2022 - Current
- Responded to customer inquiries and resolved issues via phone, email, and in-person, ensuring timely and effective solutions.
- Provided exceptional service to passengers, addressing concerns and exceeding expectations to ensure high customer satisfaction ratings.
- Managed flight disruptions, including rebooking and accommodating passengers, while maintaining a calm and professional demeanor.
- Utilized knowledge of airline policies and procedures to resolve complex customer complaints and concerns.
- Collaborated with airport staff, flight crews, and other teams to ensure seamless customer experience.
- Consistently met or exceeded customer service targets and metrics, demonstrating a strong commitment to excellence.
- Utilized conflict resolution skills to de-escalate tense situations and turn negative experiences into positive ones.
- Provided clear and concise information to passengers regarding flight status, schedules, and travel requirements.
- Assisted passengers with special needs, such as unaccompanied minors, passengers with disabilities, and those requiring medical assistance.
- Identified and implemented process improvements to enhance customer experience and increase efficiency.
- Demonstrated adaptability and flexibility in a fast-paced environment, handling multiple tasks and priorities with ease.
Transportation Coordinator
American Metals
01.2019 - 04.2020
- Coordinated and monitored logistics of parts, supplies, and materials within the establishment to ensure efficient movement and timely delivery.
- Ensured supplies, materials, and products were shipped and received on schedule, both domestically and internationally.
- Prepared and processed all necessary documentation for local and long haul shipments, including export/import compliance.
- Coordinated drivers, vehicles, and equipment to ensure timely and efficient transportation.
- Managed and optimized routes, schedules, and loads to maximize productivity and minimize delays.
- Communicated effectively with drivers, customers, and other stakeholders to provide updates, resolve issues, and ensure excellent customer service.
- Ensured compliance with safety regulations, company policies, and industry standards.
- Utilized dispatch software and technology to streamline operations and improve efficiency.
- Collaborated with other departments to ensure seamless coordination and resolve any logistical issues.
Routing Specialist
Sears Home Service
05.2017 - 01.2019
- Answered and responded to all phone inquiries in a high-volume call environment
- Resolve escalated customer service issues
- Built effective and productive routes for technicians based on call volume by area and skill
- Provide strong leadership for essential region routing center job functions
- Monitor route activity and verify it is correct on service gantt.
Payroll Clerk
Core-Mark Inc
08.2016 - 05.2017
- Schedule/create driver routes
- Check in and verify all incoming driver paperwork is correct
- Review, and read all policies, learn all equipment’s, and procedures
- Record keeping and update data monthly
- Updating DOT files: Medical, qualifications and accident files.
Data Entry Specialist
Lexus Nexis
09.2014 - 01.2016
- Responsible for handling confidential legal records online, and contacted region courts in order to initiate referrals for clients
- Process same day urgent request sent in by clients
- Manage members’ cases and request information when needed.
Education
Sacramento City College
San Diego High School
06.2010
Skills
- Impeccable eye for detail that ensures the quality of products prior to sending to clients, thus improving overall satisfaction between all involved parties and their audience members
- Excellent communication and collaboration efforts that improve client relationships, customer retention, and the overall company culture in streamlined project management
- Problem-Solving Skills
- Data Management
- Computer Skills:Microsoft Office , Google workshop
Timeline
Southwest Customer Care
Southwest Airlines
03.2022 - Current
Transportation Coordinator
American Metals
01.2019 - 04.2020
Routing Specialist
Sears Home Service
05.2017 - 01.2019
Payroll Clerk
Core-Mark Inc
08.2016 - 05.2017
Data Entry Specialist
Lexus Nexis
09.2014 - 01.2016
Sacramento City College
San Diego High School
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