Customer Service Supervisor

Senorina “Nina” Lopez

LinkedIn: ********.*****@*****.*** Phone: 956-***-****

http://www.linkedin.com/in/senorinalop

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Customer Service Management

Dependable, top performing professional with experience in customer service management. Excels in fast paced environments.

Motivates and supervises staff to maximize productivity and profitability. Award winner committed to excellence. Works well as

a team lead as well as individual contributor in T-Mobile’s highest tier of Customer Service. Areas of Expertise:

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Escalation Handling & Resolution Front-End Supervision Trending Specialist

Quality Control Analyst Coaching & Development Performance Management

Professional Experience

T-Mobile Frisco, TX 2003 to June 2012

Front-line Supervisor, Frisco 2007 to June 2012

Supervisor, whose duties include maintaining metrics over a team of 15 Tech Care reps. Manage

front-end operations to ensure friendly and efficient interactions with every customer. Highest

tier of Technical support for T-mobile. Serve as the third level of escalation in the Technical

Support Progression. Assist the Manager in daily work allocation and act as a resource for

team members including handling escalated calls. Take over Managers’ roles when on

vacation. Earned reward and recognition for being Top 1% in the nation for T-Mobile Technical

Support

Created an environment in which customers enjoy high levels of service and employees are motivated

to deliver top performance

Highest performing Specialized Technical Care team in the Frisco Center for over 8 months

Participated in frequent rollouts of products, tools and processes in ever changing business

Technical Care Representative Frisco 2006 to 2007

Evaluated, resolved, tracked, and escalated issues surrounding T-Mobile products and services.

Provided friendly, easy –to-understand troubleshooting guidance for all inquiries resulting from

handset, data devices or technical service issues. Consistently exceeded all metrics

Customer Care Representative Mission TX 2003 to 2006

Created customer satisfaction and loyalty through effective and timely resolution. Delivered one-

contact resolution of customer issues. Used technical tools and customer service skills to deliver

exceptional service to meet T-Mobile's productivity and quality standards

Match.com Pharr, TX 2002 to 2003

Customer Service Representative/Lead

Provided customized email replies to domestic clients. Ensured that emails were processed in

adherence to established policies, procedures, quality standards. Introduced training programs

that enhanced employee performance and helped build a motivated workforce. Used intuitive

skills to effectively determine customer needs, research possible causes and created

correspondence to fully address and resolve customer inquiries

Top Performer in online customer service answering emails and chats

Education and Professional Development

Graduated in December 2013 with BAAS from University of North Texas

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