Maria J. Lopez Email and Phone Number

-Acted as supervisor on the production floor and provided immediate supportto agents during or after their interaction with a customer-Handled customer requests to speak to a manager and resolved their issues/concerns through the phone in accordance to UNIQLO's established policies, while also paying close attention the "customer first" mindset-Created and edited Standard Operating Procedure guides and designed 40+ flowcharts toensure every agent has written and visualrepresentations of UNIQLO procedures and policies available at all times formultiple cases (such as lost orders, late orders, or orders with no tracking updates, system and website issues, and PayPal or credit card difficulties, etc.)-Drafted email templates for associates to send to customers for a variety of cases-Assisted with real time management to ensure agents are in adherence to theirscheduled on queue, lunch, and break times-Made sure newly hired associates understood all the various computer systems, the UNIQLO guidelines and services, and the customer engagement center regulations, especially during the company's peak seasons

-Handled customer inquiries through three communication channels: phone, email and chat -Helped customers place orders, check product inventory, and troubleshoot any issue they had with their UNIQLO account or with the website/app-Explained the policies, procedures, and services of UNIQLO's stores and e-commerce to the customer so they familiarize themselves with the company -Solved any issues such as lost & late orders, missing items, and payment difficulties with assistance of a variety of computer systems such as Salesforce, ICA, and Cybersource-Contributed to enhancing the customer experience by following the "customer first” mindset and promptly answering any questions or resolving any problem that could lead to an escalation

-Attended multiple art, music, and entertainment events in order to interview subjects and create visual content for Newance Magazine's social media platforms-Wrote and published stories that shone light to the relationship between the arts and the city of Newark-Contributed to other staff members' stories by editing their written pieces whilealso teaming up with them to take photographs or edit videos