Heather Lopez Email & Phone Number

Manage remotely a team of ten or more agents in a finance-based customer service inbound and outbound call centerPromoted to supervisor in less than a year working on the project • Provide daily constructive feedback, coaching and developing agents on their KPI’s and call handling techniquesCoach and conduct corrective actions on employees related individual performance weeklyEnsure recursive training is provided and understood by attending trainings with staff and following up in a meeting afterwards1 PRT promoted upward from my team, 5 supervisors promoted upward from my team, steady high scoring team QA monitoring for 6 months+, excellent attrition for 6 monthsVerify learning is understood when taking new hire agents into production every two weeksMonitor allocation and access to all employee resources, tools and systems, and request access or troubleshoot where needed and appropriateWork with management team to exercise strategic plans for growing productivityMonitor and update team statistics to track performance for feedback, incentives, and performance reviewsPartner with quality assurance team weekly to ensure consistency in consideration of calls and feedback of quality coaching

Sorted and organized over 400 letters and 20 – 30 packages a day for delivery to their respective destinationsDeveloped creative solutions to obstacles to ensure packages were always delivered within the daily time allotted

Supervised a crew of six in a fast-paced, high-pressure food service environmentDocument daily and monthly inventory levels using analog methods and hand-held technologyUtilize computer POS system and office software to analyze sales/waste and profit/loss trends, communicate with other staff, adjust time punches and other administrative tasksAssist with food preparation, as well as store opening and closing procedures including dismantling of equipment and dish washing

Medical Assistant

Recreational Therapy