Katheleen Lopez Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

● Answer customer support requests via ticketing and chat system in the Zendesk platform.● Create and update internal reference materials in the Confluence space.● Participate in daily, weekly, and quarterly meetings.● Respond to customer tickets within 15 minutes of receiving.● Respond to customer tickets within 30 seconds of receiving.● Troubleshoot and diagnose product bugs; escalate to Development team on the JIRA platform. ● Partner with the Product, Development, and Quality Assurance teams to resolve escalated issues in JIRA.● Schedule and participate in troubleshooting meetings directly with customers via Zoom.● Trained and on-boarded new Jr. CSAs hired.● Create and conduct training presentations for new and updated processes for Customer Support team.● Facilitate troubleshooting calls with customers via Microsoft Teams and Zoom platforms.

Atlanta, Georgia, United States

● Answer customer support requests via ticketing and chat system in the Zendesk platform.● Create and update internal reference materials in the Confluence space.● Participate in daily, weekly, and quarterly meetings.● Respond to customer tickets within 15 minutes of receiving.● Respond to customer tickets within 30 seconds of receiving.● Maintained QA score above 95% across H1 and H2 of the 2022 year.● Achieved QA score of 100% for Q4 of 2022.● Partner with the Customer Experience, Product, Development and Quality Assurance teams toresolve escalated issues in JIRA.● Schedule and participate in troubleshooting meetings directly with customers via Zoom.● Trained and onboarded new Jr. CSAs hired.

● Handle all correspondence including quoting, approvals,inquiries, billing, and shipping for customer base.● Maintain ongoing accounts of high profile contract customersincluding, but not limited to, the United States Coast Guardand American Airlines.● Send customers daily, weekly, monthly status reports to pushfor approvals, payment, and shipping information.● Communicate with shop personnel to ensure customerrequests, turn-around time, and needs are met.● Input data entry using Microsoft Excel.● Organizing, scanning, and filing folders of quotation jobs forcompany records.● Quoting and approving repair costs using Infor M3.● Participate in multiple repair shop meetings weekly.● Develop organization strategies for filing and record upkeep forthe front office team.● Develop and maintain office guides and reference material.

Atlanta Metropolitan Area

Answered phone calls from clientele.● Answered any initial questions prior to client's services.● Scheduled clients for services using Salon IRIS.● Maintained cleanliness of front of house.● Handled cash and credit transactions after clientele's services.● Performed any extra duties and made external phone calls permanagement.● Daily inventory counts; weekly overall inventory management.● Collected payroll hours for front desk employees.● Communicated customer needs to staff and management.

Bachelor Of Arts - Ba, Film/Cinema/Video Studies

High School Diploma

Activities and Societies: Latin Club (4 years; vice president 1 year), Academic Bowl Team (co-president 2 years)