Shane Lopez
Clanton,AL
Summary
Over nine years of success in talent acquisition and operations. Responsible for attracting candidates for jobs and matching them to temporary or permanent positions with clients and internal jobs. Build positive relationships in order to gain a better understanding of clients' personal requirements.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
OneSupport
07.2023 - Current
- Effectively communicated with call center representatives and supervising management to ultimately improve company's metrics by 44%
- Provides exceptional professional customer service to clients via phone and email
- Maintains working knowledge of company's products to assist with specific customer inquiries
- Answers customer complaints and effectively deescalates altercations over phone, resulting in customer satisfaction improvement of 17%
- Resolved customer service issues using company processes and policies and provided updates to customers
- Responded to customer calls and emails to answer questions about products and services
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Escalated issues to proper supervisors when standard processes were not effective
- Engaged clients in person and over phone to answer questions and address complaints
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings
- Informed customers of product, price and policy changes to educate on issues and resolve concerns
- Researched and rapidly resolved client conflicts to maintain key accounts
- Coordinated customer service responses for high-value customers with complex issues as leading representative of all team
- Coordinated customer service responses for high-value customers with complex issues as leading representative of [Type] team
- Leveraged consistent, successful strategies to meet and exceed performance goals
- Resolved concerns with products or services to help with retention and drive sales
- Processed, scheduled and executed customer orders for new and established customers
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries
- Visited customer offices to handle on-site concerns and maximize account loyalty
- Handled customer inquiries and complaints with professionalism to restore satisfaction
- Utilized active listening skills to understand customer needs and provide tailored solutions
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Proactively addressed customer concerns in order to prevent escalations and complaints
- Greeted customers and listened closely to problems described to determine solutions
- Assisted customers with product selection, troubleshooting and problem resolution
- Coached new team members on service techniques and provided scoring through quality assurance program
- Developed and maintained strong relationships with customers to foster repeat business
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Took cash and credit card payments via phone, in person, and through email
- Checked status of orders and back-ordered products to coordinate efficient shipments
- Researched product locations at different facilities to arrange and coordinate drop shipments
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
Car Coordinator and Recruiter Manager
Karns Auto Detailing
01.2020 - 08.2023
- Coordinate Car Detailing Process:
- Schedule and oversee car detailing process for all client vehicles
- Ensure that all scheduled appointments are met and completed in a timely manner
- Assign car detailers to specific tasks based on their skills and availability
- Monitor progress of car detailing jobs and provide updates to clients as necessary
- Maintain detailed records of all car detailing activities for future reference Manage Car Detailing Team:
- Supervise a team of car detailers, providing guidance and support as needed
- Conduct regular performance evaluations and provide constructive feedback to team members
- Create and maintain training programs to improve the skills and knowledge of the car detailers
- Manage work schedules, time off requests, and ensure adequate staffing levels at all times
- Foster a positive and cohesive team environment to enhance productivity and job satisfaction Recruit and Onboard New Talent:
- Develop and implement effective recruitment strategies to attract qualified car detailers
- Source and screen potential candidates through various channels, including online job boards, referrals, and networking events
- Conduct interviews and assess candidate qualifications to evaluate fit for the role
- Collaborate with the HR department to facilitate smooth onboarding of new team members
- Oversee orientation and training programs for new hires to ensure a successful integration into the team Maintain Equipment Inventory and Vendor Relationships:
- Keep track of car detailing equipment, supplies, and inventory levels
- Maintain relationships with vendors to ensure timely delivery of necessary supplies
- Research and recommend equipment upgrades or new products to enhance the car detailing process
- Monitor and manage expenses related to equipment purchases and supplies
- Spearheaded operations of [Number] business development executives charged with all aspects of recruitment functions
- Devised hiring and recruitment policies for 10-employee company
Director of Career
SJVC Private University
06.2018 - 08.2021
- Boosted overall service quality by 30% by mentoring more than 15 Career Services Advisors and training them in high-quality in education, recruitment and safety standards
- Maintained 100% positive feedback rating from employers by providing them exceptional highly qualified graduates with providing exceptional service and mentorship.
- Collaborated with faculty, staff and students to identify and address institutional challenges
- Implemented strategies to increase student recruiting, engagement and retention
- Guided and supported faculty and staff in development of new programs
- Developed and implemented student success initiatives to recognize and encourage achievement
Business Development Manager
Express Employment Professionals
01.2017 - 06.2018
- Boosted overall Sales and recruitment process by 50% by mentoring more than 5 employment specialist and training them in high-quality headhunter, recruitment and retaining qualified employees
- Maintained 100% positive feedback rating from employers by providing them exceptional highly qualified skilled candidates from all levels.
- Generated new business with marketing initiatives and strategic plans
- Established relationships with key decision-makers within customer's organization to promote growth and retention
- Scheduled and implemented product promotions in accordance with available inventory and staff resources
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning
Business Office Director
Integral Senior Living
05.2013 - 05.2018
- Boosted overall resident services and recruitment process by 50% by mentoring more than 50 employment specialist and training them in high-quality care
- Maintained 100% positive feedback rating from residents families
- Manage personnel files, employee orientation, and facilitating general employee issues
- Recruit, hire, evaluate, coordinate, motivate, monitor performance, schedule, and supervise business office staff in accordance with company policy.
Regional District Manager
Sprint
01.2011 - 01.2013
- Boosted overall Sales and operations process by 70% by mentoring more than 4 store mangers and training them in high-quality service, operations, retaining qualified employees
- Maintained 100% positive feedback rating from auditors by providing them exceptional highly qualified from all levels and compliancy.
- Built positive and productive relationships with store and field leadership.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Generated financial and operational reports to assist management with business strategy.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
Education
High School Diploma -
Frontier High School
Bakersfield, CA05.2011
Bachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZ08.2027
Skills
- Talent Acquisition
- Recruiting
- Talent Management
- Home Care
- HR Sourcing
- Management
- Customer service
- B2B sales
- Workday
- ATS
- Computer Networking
- Change Management
- PeopleSoft
- Kronos
- Branding
- Interviewing
- Project Management
- Strategic Planning
- Employee Orientation
- Performance Management
- Taleo
- Oracle
- Workers' Compensation
- Business Development
- Program Development
- Quality Assurance
- Operations Management
- Program Management
- Analytics
- Pricing
- User Interface (UI)
- Financial Report Writing
- Certifications and Licenses
- Healthcare Certification
- RCFE Administrative Assistant
- Assessments
- Typing — Proficient
- September 2023
- Transcribing text
- Full results: Proficient
- Recruiting — Proficient
- August 2022
- Managing candidate sourcing and selection process
- Mechanical knowledge — Proficient
- Understanding and applying mechanical concepts and processes
- Technical support: Customer situations — Proficient
- July 2023
- Responding to technical support situations with sensitivity
- Sales skills — Proficient
- Influencing and negotiating with customers
- Scheduling — Proficient
- Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Indeed Assessments provides skills tests that are not indicative of license or certification, or continued
- Development in any professional field
- Conflict Management
- Order Fulfillment
- Escalation Management
- Documentation Review
Timeline
Senior Customer Service Representative
OneSupport
07.2023 - Current
Car Coordinator and Recruiter Manager
Karns Auto Detailing
01.2020 - 08.2023
Director of Career
SJVC Private University
06.2018 - 08.2021
Business Development Manager
Express Employment Professionals
01.2017 - 06.2018
Business Office Director
Integral Senior Living
05.2013 - 05.2018
Regional District Manager
Sprint
01.2011 - 01.2013
High School Diploma -
Frontier High School
Bachelor of Science - Business Administration And Management
University of Phoenix
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