Sofia Lopez Aragon Email & Phone Number

Costa Rica

Costa Rica

Costa Rica

Costa Rica

Costa Rica

In this role I launched the team handling customer escalations to Senior Executives, related to Digital services and Amazon devices (including Alexa devices). I developed staffing and scheduling models, daily SOPs, onboarding and training for team members coming into this role. I managed a group of 2-3 team managers, with ~30-45 Escalations Specialists. I also managed senior executive escalations requiring root cause analysis and their corresponding resolving actions, at an organizational level, in a very fast paced environment.

Heredia, Costa Rica

As a Customer Service Manager I was heading a team of 20+ CS associates and responsible for:• Managing KPI metrics.• Managing and boosting team morale when necessary.• Driving improvement in operational processes.• Highlighting pain points to the customer experience to non-CS teams.• Managing CS for 3+ international marketplaces with their peculiarities.• Disciplinary Action delivery when necessary.• Hiring and on boarding new associates.• Developing employees to reach next level in their career path.• Manage payroll calculations and mistakes if necessary.During 2015, I was entrusted with a newly launched team of higher level CS associates that would handle sensitive/complex cases and customer escalations. In this role I was responsible for:• Defining the work units and centralizing the work as much as possible.• Build the vision, tenets and strategies of the team to provide direction and unity to the team.• Developing and tracking KPIs that would determine success of the program.• Driving process improvement projects for pain points identified in escalations.• Monitoring performance of the team and providing performance feedback.• Liaising with other non-CS teams to improve the customer experience.

Heredia, Costa Rica

As a Customer Service Team Lead I was in charge of a miniteam of ~12 CS associates and responsible for:• 1:1 coaching of customer service associates• Training new hire classes.• Coordinating trainings, off site activities and performance recognition for a team of 20+• Continuous on the job training of new launches, new processes and blanket coaching.• Driving individual KPI metrics.• Driving improvements in business processes.

Heredia, Costa Rica

For 1 year and a half I worked as Quality Improvement Specialist, I managed training classes, scheduled trainings and developed new trainers as well as training assistants.

Heredia, Costa Rica

Over the phone interpretation, All Call interpreter with Medical Interpreter Certification. Areas of interpretation range from Costumer Service Calls, to Medical situations, Financial transactions and Court related calls. Involved also in the team dedicated to organizing extra-curricular activities at work such as sales, donations and celebrations.

Bachelor, Advertising

Education record