Laura H Lopez
Customer Service and Operations Supervisor
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About
Results-driven Customer Service and Operations Supervisor with over 18 years of experience in customer service, retention, sales, and call center operations. Proven ability to lead high-performing teams, improve operational performance, coach and develop employees, and consistently exceed quality and retention goals. Experienced in team leadership, quality assurance, performance management, customer retention strategies, and process improvement.
Bilingual in English and Spanish with excellent communication, coaching, and leadership skills.
Experience
Retention Supervisor - One World Global Services
(2022-03 - 2026-06)
- Supervised and coached a team of 18 retention agents.
- Conducted call audits and quality evaluations to ensure compliance with company standards.
- Monitored team performance, productivity, and key performance indicators (KPIs).
- Delivered one-on-one coaching sessions and performance improvement plans.
- Trained agents on new policies, procedures, and retention strategies.
- Assisted with escalated customer concerns and provided leadership support.
- Prepared performance reports and implemented action plans to improve team results.
Leasing Specialist - Main Street Properties
(2020-12 - 2022-03)
- Assisted prospective residents throughout the viewing process.
- Provide lockbox codes to prospect and vendors.
- Provide prospects with the rental criteria's.
- Provided outstanding customer service to current and prospective residents.
Customer Service | Retention Specialist | Chat Support | New Agent Trainer - Great HealthWorks
(2015-06 - 2020-11)
- Assisted customers with product inquiries, billing, and update information.
- Specialized in customer retention by identifying customer needs and offering appropriate solutions.
- Provided chat support while maintaining high customer satisfaction.
- Certified and trained new agents on company policies, call flow, and customer service expectations.
- Consistently exceeded retention and quality performance goals.
Customer Service Representative – Capital One - Sitel
(2011-06 - 2015-05)
- Assisted customers with account inquiries and banking-related issues.
- Resolved customer concerns while maintaining compliance with banking regulations.
- Delivered excellent customer service in a fast-paced call center environment.
Customer Service Representative - Accedo (Kohl's Department Store)
(2010-03 - 2011-05)
- Assisted customers with online orders and order inquiries.
- Resolved customer concerns while maintaining a high level of customer satisfaction.
- Upsell
- Campaign ended due to business closure.
Outbound Sales Representative - Press2
(2008-09 - 2010-02)
- Conducted outbound sales for Yellow Pages and Real Local Pages.
- Met daily and monthly sales objectives.
- Company closed operations.
Customer Service Representative - Avis Rent A Car
(2006-03 - 2008-08)
- Assisted customers with vehicle reservations and rental services.
- Provided exceptional face-to-face customer service.
- Managed reservations and customer account information.
Education
High School Diploma - Miami High School (1995-06)
