Lyn Lopez Email & Phone Number

United States

Australia

Responded to customer inquiries through email, SMS, and chat channels, and monitored them for timely resolution.Allocated leads to appropriate sales closersManaged the creation of parent and student accounts in the CRM system.Sent free diagnostic tests to parents.Created and sent payment links to parentsSent notes and supplementary materials to parents as necessaryEnsured that all enrolled students were added to their respective classes and groupsMonitored the Key Performance Indicators (KPIs) of sales closers and provided feedback to senior management.Assisted in developing and implementing Standard Operating Procedures (SOP) to streamline operations.

HIKINEX is a Multi-Channel integrated service provider that supports companies where and when they need us. Our goal is to help companies scale fast and drive profit. We leverage U.S. and OffShore resources (Manila) to provide superior support services at a fraction of the cost.We excel in the following key verticals: - CX (Customer Experience) - SOS (Sales Outsourcing Solutions) - RPO (Recruit Process Outsourcing) - eDiscovery Staffing (Offshore Project Management and Data Technicians) - BackOffice Support (Accounting, AR / AP, Executive Support and Administration) www.Hikinex.com Scale Fast, Drive Profit – You CAN do both with HIKINEX!

Analyze the call volume forecast provided to create schedule pattern.Monitor and analyze call volume patterns, adherence and service level requirements to manage work shifts, lunches and breaks.Coordinating with the planner and operations team to have a future view of the staffing. Updating personal dashboard using excel to closely monitor the trend and make necessary actions / adjustments.Provide informational updates to the operations and WFM regarding recent, current, and future state of the business.Create power point presentation for MTD and WTD data to be shared to supervisors, managers and directors.Provide daily projections to hit MTD goal.Weekly schedule review meeting to get and provide updates as well as to finalize the plan for the following week's schedule.Weekly touchpoint call with the client to discuss previous week and current week's data as well as to discuss other future plans.Creating and releasing agent schedules thru IEX.Creating deviation file for the client to operations and WF team. Sending overtime or voluntary time off to the operations in advance.Creating and requesting access to new agents.

Real-time queue monitoring to ensure that agents are adhering to the plotted schedules and activities to reach the goal EOD and MTD.Collects daily unplanned exceptions (call outs, late) to monitor lost hours.Attend touchpoint calls with the clients to give update of the previous and current performance.Manage proactive approval and denial of discretionary activities; such as training, meetings, 1:1 session and other off the phone activities.Maintain daily event log of any systemic or operation issues impacting performanceCompletes post-mortem analysis to highlight areas of opportunities and planning adjustments.

Provided an accurate full breakdown of dental plan coverage with the limitations.Checked paid and unpaid claims submitted by Dentists and or policyholders.Listened to and responded to customers’ complaints.Helped policyholders and dependents find affiliated dental offices.Explained the reasons why claims were pending, unpaid, or denied.

Drafting and typing up official letters.Writing and distributing school bulletins.Compiling and securing all confidential reports/documents accurately and efficiently.Answering phonesTaking messages for teachers and parentsSetting-up meetings.Taking accurate minutes of meetings and share it with the staff.Ordering new supplies of items needed in the office.Recording and storing lost properties.

Enthusiastically conversed with customers about the types of glasses they need.Answers customers’ questions about the products.Rearranging stocks, adding signage and retagging products.Followed latest trends to provide up-to-date information.Provide information regarding store polices and products.Process payments.Deposit cash income to bank.