Einard Lopez Email & Phone Number

Indianapolis, IN, US

Miami, Florida / Indianapolis, Indiana United States

Miami, Florida, United States

• Monitored traffic and service level agreements to maintain an efficient support system
• Identified resource needs and determined when to open or close specific support channels or lines
• Improved communication between Workforce team and management to ensure common goals
• Bridged communication gaps to keep all parties informed and working effectively
• Prioritized customer satisfaction as the ultimate goal

Miami, Florida, United States

• Created and maintained chatbot intents to enhance user experience and support auto-routing
• Bridged communication between the Chatbot and Answers teams for a seamless user journey
• Analyzed data to identify areas for improvement and collaborated with development team to implement updates
• Maintained chatbot intents to improve accuracy of support auto-routing and increase customer satisfaction

Miami, Florida, United States

• Managed bug reports and ensured the timely deployment of fixes by collaborating with QA and development teams
• Cleaned and sorted data on a monthly and biweekly basis
• Maintained the CRM system by adding, removing, and maintaining experts, teams, product groups, channels, lines, roles, and permissions, as well as setting up automated actions
• Conducted testing and quality assurance for feature rollouts
• Identified pain points and brainstormed solutions in collaboration with… Show more
• Identified pain points and brainstormed solutions in collaboration with internal experts and users

Miami, Florida, United States

• Led a team of 14 people, providing monthly performance readouts that highlighted individual strengths and weaknesses.
• Coached team members to help them accomplish their goals while developing into their roles and influenced morale, drive, and motivation.
• Spearheaded initiatives that aided in the growth and development of employees into specialized and leadership roles.
• Created onboarding output designs to train prospective managers and chronicled processes used by the… Show more
• Created onboarding output designs to train prospective managers and chronicled processes used by the management team daily.
• Managed conflict resolution and company strategy changes.

Miami, Florida, United States

• Handled escalations and served as a site resource for experts and management
• Contributed to creating monthly road maps and performed in-depth analysis of data to identify areas of the product that required improvement
• Monitored pain points and conducted AB tests to ensure addressing customers' needs effectively
• Collaborated with developers and designers to coordinate feature rollouts that enhanced the user experience
• Created training content and Q&As for expert… Show more
• Created training content and Q&As for expert onboardingImproved the overall quality of the Wix Stores product through efforts as a member of the product team Show less

Miami, Florida, United States

• Built and standardized training flows
• Coordinated training groups to ensure consistency
• Created engaging Q&As and product content for training
• Traveled to Dublin, the Philippines, and Guatemala to establish new sites
• Coordinated resources across time zones for effective onboarding
• Collaborated with management to determine training needs

Miami, Florida, United States

• Committed to providing outstanding care to users as a customer care specialist
• Excelled at resolving issues while educating users and offering relevant suggestions
• Instilled confidence in users through approachable demeanor and motivational techniques
• Left users feeling confident with the platform and satisfied with their interaction.

Miami, Florida, United States

Miami, Florida, United States