Kasey A López Rivas Email & Phone Number

Orlando, Florida, United States

Analyze consumer data to develop strategic insights and make clear and compelling recommendations in order to maximize business growth.Created a Google Form for business orders which led to a 86% client conversion rate.Coordinate innovative marketing strategies and boost long-term profitability by creating wireframes of company website for future release.Review product development budgets and expenditures by conducting competitive market research to analyze trends.Maintain internal product knowledge database via a spreadsheet master list of business needs, business expenses, and order details.

Orlando, Florida, United States

As the Customer Experience Ambassador and Quality Auditor at EBG, I lead the Ticket Processing and Support quality initiative, enhancing agents' skills and procedural knowledge. Collaborating with cross-functional leaders, I optimize daily tasks using agile methodologies and JIRA boards. Through in-depth call analysis, I identify patterns affecting customer experience. Feedback sessions contribute to continuous improvement of quality assurance forms and procedures. I address identified errors by creating JIRA tickets, clearing backlog issues. Additionally, I facilitate training for new hires and lead calibrations with external partners, aiming to elevate customer satisfaction through improved agent skills and service quality.

Orlando, Florida, United States

Enhance operational performance and reduced labor expenses by developing and optimizing standard practices.Handle corporate escalations utilizing root cause analysis and direct communication with clients to problem solve.Direct onboarding and training new associates each year, ensuring retention of company policies and procedures as well as quality assurance guidelines.Manage and support a team of 10-15 agents with diverse backgrounds through professional development.Assess the quality and performance of recorded calls to ensure they adhered to the company's high quality standards through a QA rubric.Complete timely quality reports highlighting deficiencies and recommending corrective actions via bi-weekly meetings with agents.

Orlando, Florida, United States

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.Provided technical expertise with clients accounts via password resets and back end support. Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.Managed online booking inquiries such as new bookings, modifications, cancellations and recovery from inclement weather.Promoted available products and services during customer interactions by reviewing current product catalogues and services relevant to their flights and vacation needs

Orlando, Fl

Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. Trained new team members in processes such as merchandising, cashiering and customer experience.Created and enforced detailed organization processes to increase quality and service standards. Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size or type of material.Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels.

Bachelor Of Applied Science - Basc, Business & Organizational Leadership

Associate Of Arts (Aa), Liberal Arts And Sciences/Liberal Studies

Activities and Societies: Phi Theta Kappa