Tiffany Lopez Email & Phone Number

Coventry, Ct, Us

Enfield, Connecticut, United States

Manages 11 technical representatives in the US and Canada. Interviews and hires for open headcount. Facilitates training of all new Technical Support hires. Handles escalated calls related to complaints or other customer dissatisfaction. Reviews requests for returns as needed. Guides the technical team through example to cultivate and grow the customer experience. Creates and updates Customer Care SOPs to encourage reproducibility throughout the team. Reviews and approves timecards in ADP. Manages time off requests to ensure appropriate coverage for business needs. Runs monthly reports for phones, inquiry management, and e365 case management. Analyzes for needs of business and team to ensure consistency of meeting monthly metrics.

Enfield, Connecticut, United States

Facilitated training of all new hires. Assisted in the hiring process by using behavioral interviewing stills. Handled escalated calls related to complaints or return requests. Created and updated Customer Care SOPs to encourage reproducibility throughout the team. Acted as a back up in-house technical support for entirety of Eppendorf product line. Documented issues under appropriate contact name, email and company using the U7 platform. Managed product related complaints or safety related issues, and escalated issues to the appropriate department or person for review. Created service tickets, either in-house or field, for units requiring repair or service. Provided backup for Sales Support and order entry in cases of heavy volume of calls, orders, or electronic communications. Answer detailed, technical customer questions related to product configuration, application, or set up. Demonstrated the ability to follow Eppendorf competencies. Provided service or part quotation upon request.

Enfield, Connecticut, United States

Acted as in-house technical support for entirety of Eppendorf product line. Documented issues under appropriate contact name, email and company using the U7 platform. Managed product related complaints or safety related issues, and escalated issues to the appropriate department or person for review. Created service tickets, either in-house or field, for units requiring repair or service. Provided backup for Sales Support and order entry in cases of heavy volume of calls, orders, or electronic communications. Answer detailed, technical customer questions related to product configuration, application, or set up. Demonstrated the ability to follow Eppendorf competencies. Provided service or part quotation upon request.

Enfield, Connecticut, United States

Processed orders in a timely manner by phone, fax, and electronic means. Assisted Customers and field reps with order status requests, such as tracking information, product availability, or lead times. Demonstrated the ability to follow Eppendorf competencies. Create service tickets, either in-house or field, for units requiring repair or service.

Bloomfield, Connecticut, United States

Provided prompt attention to customer requests for product information, quotations, available stock. Placed orders via phone, fax, email, or via walk in. Received all incoming stock using the company operating system. Adjust inventory as needed based on daily cycle count generated by the system. Assisted in the billing process by uploading barcoded shippers into the operating system to document material delivered by sales order number and customer.

Denver, Colorado, United States

Worked directly with five outside sales representative selling all over Colorado, Wyoming, and New Mexico providing price quotes to their customers daily, accurately portraying proper profit margins as requested, including precise descriptions of the items, part numbers, and literature upon request. Handled billing issues using our order operating system by comparing invoice charges, and providing credit as needed. Assisted customers by phone, email, and in person with orders. Suggested products based off need as described.