Madi Lopez Email & Phone Number

Toronto, Ontario, Canada

Mississauga, Ontario, Canada

• Provide in-person customer service for up to 20-25 applicants and drivers per day with service timings of 10-12 min per interaction with the aid of internal systems such as Zendesk, Jira Bug Tracking, Google Workspace.
• Guide current drivers through in-app issues such as technical problems, payments, de-escalations, account deactivations, and platform restrictions with an 80% success rate
• Meet 95% and higher compliance targets by diligently reviewing and authorizing vehicle… Show more
• Meet 95% and higher compliance targets by diligently reviewing and authorizing vehicle documentation, background checks and driving records to get applicants approved on the platform within 24 hrs
• Manage appointment flows by triaging and designating cases for colleagues increasing schedule appointments by 70%.
• Onboarded 760 drivers in Q4 (2021) and 656 drivers in Q1(2022) Show less

Toronto, Ontario, Canada

• Nurtured exceptional customer experiences and engagement by working with customers, internal agents and partner support teams in the solution of complaints and de-escalation of cases achieving up to 80% positive outcomes
• Managed mass amount of reservations complaints of silver, bronze, and gold-key partner accounts with up to 200+ bookings. Monitored communication, budget approvals up to 500 EUR, and executed business decisions to.
• Managed mass amount of reservations complaints of silver, bronze, and gold-key partner accounts with up to 200+ bookings. Monitored communication, budget approvals up to 500 EUR, and executed business decisions to.
• Demonstrated leadership by coaching and onboarding up to 150+ CS internal agents by reinforcing training content and development tools with constructive feedback, empowerment, and encouragement
• Guided and advised up to 35 internal agents daily with customer complaints, guideline challenges, and internal processes Show less

Toronto, Ontario, Canada

• Provided exceptional customer service experiences responding to inbound and outbound client inquiries and partner account requested tasks over telephone and email channels with a success rate of 40+ cases per day
• Followed up with customers via phone calls to proactively identify and resolve issues through multitasking, prioritization and escalation of cases when necessary. Surpassed all company's scorecards concerning call.
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• Integrated and recommended best practices and performance suggestions for internal colleagues to meet appropriate service levels and customer needs under a first contact resolution approach. Advised on system.
• Promoted to a senior role to continue offering guidance working along with other team members and internal departments to take over more complex cases such as Executive complaints, Media Complains, mass issues.

Toronto, Ontario, Canada

• Provided technical assistance and expanded phone user knowledge via remote troubleshooting. Advised of technology-related steps in easy-to-understand terms
• Delivered assistance to customers with warranty claims and provide all documentation required to complete the requests as well as resolution times

Mexico City, Mexico

• Helped students with school homework and projects
• Prepared and delivered lessons in an efficient manner
• Delivered a personal and close assistance to each student for the best learning
• Assisted students with difficulties about the language such as new vocabulary and pronunciation

Mexico City, Mexico

• Consulted with card clients about transaction inquiries, banking information, account inquiries and unrecognized purchases. Directed them to the correct department for billing and fraudulent disputes and discussed.
• Evaluated card benefits for each caller to determine service needs with attention to detail to acknowledge their client profile within the organization

Mexico City, Mexico

• Succeeded as subject matter expert of products, services and claim processes and resolution timelines and educated potential policyholders by answering any questions or concerns
• Engaged with policyholders in providing a high level of service by explaining details about policies and coverages in a planned and organized matter