Vivian Lopez
Rockford,IL
Summary
Dynamic customer service professional with extensive experience at Gerry’s Pizza, excelling in relationship building and team leadership. Proven track record of enhancing customer satisfaction through effective problem-solving and training initiatives. Recognized for implementing a rewards program that significantly boosted customer loyalty and repeat business. Adaptable and dependable, committed to delivering exceptional service.
Overview
2
2
years of professional experience
Work History
Manager
Gerry’s Pizza
04.2025 - Current
- Addressed customer issues promptly to boost satisfaction levels.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer questions to enhance satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Ensured backup coverage for customer service management team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Developed rewards initiative to boost customer loyalty.
Customer Service Representative
Gerry’s Pizza
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Education
High School Diploma -
Jefferson High School
Rockford06.2024
Skills
- Customer service
- Team leadership
- Decision-making
- Relationship building
- Customer satisfaction
- Patience and composure
- Cash handling
- Guest services
- Cash management
- Customer focus
- Time management
- Attention to detail
- Multitasking and organization
- Phone etiquette
- Basic math
- Stress management
- Calm demeanor
- Problem-solving
- Honest and dependable
- Adaptable and flexible
- Training and mentoring
Languages
Spanish
Limited Working
Timeline
Manager
Gerry’s Pizza
04.2025 - Current
Customer Service Representative
Gerry’s Pizza
07.2023 - Current
High School Diploma -
Jefferson High School
Similar Profiles
Jesmen AvilaJesmen Avila
Packer at Pete’s and Gerry’sPacker at Pete’s and Gerry’s
Aye MeeAye Mee
General Production Worker at Mrs Gerry’sGeneral Production Worker at Mrs Gerry’s
Benjamin Layson RamosBenjamin Layson Ramos
Server/Waiter at GERRY’S GRILL RESTAURANTServer/Waiter at GERRY’S GRILL RESTAURANT
Jesus YeverinoJesus Yeverino
Warehouse Forklift Operator at Midwest Refrigerated ServicesWarehouse Forklift Operator at Midwest Refrigerated Services
Dantoinette Pittman-DavisDantoinette Pittman-Davis
Case Manager at Peak Medical Home CareCase Manager at Peak Medical Home Care