ANA PARRA-LOPEZ
Burnaby,Canada
Summary
I am a self-motivated and customer-focused professional with over 4 years of experience in customer service and a Diploma in Business Administration. I am hardworking, passionate about providing exceptional customer experiences, and eager to learn and apply my skills. Results-driven Business Associate known for high productivity and efficient completion of tasks. Skilled in strategic planning, operations management, and business analysis. Excel in communication, problem-solving, and teamwork, ensuring successful collaboration and goal achievement across all levels of an organization.
Overview
5
5
years of professional experience
Work History
PRODUCT OPERATIONS SPECIALIST
OLD NAVY
NEW WESTMINSTER
04.2023 - Current
- Lead operational processes, maintain productivity, and achieve business goals
- Partner with leadership to coach the team and deliver a top-notch customer experience
- Perform store opening/closing duties and lead the sales floor daily
- Responsible for meeting and exceeding personal and store performance goals
- Use daily system logs to document production information, and discuss issues with management.
- Train new staff in relevant processes and procedures.
TEAM LEAD
OLD NAVY
KAMLOOPS
04.2022 - 04.2023
- Build rapport with customers by providing outstanding service, resulting in excellent brand loyalty
- Handle customer interactions and potential issues or concerns courteously and professionally
- Manage cash and process store products
- Kept work areas clean, neat, and free of safety hazards to maximize efficiency.
CALL CENTRE E-CARE LEAD
TELEPERFORMANCE
BOGOTÁ, COLOMBIA
02.2021 - 08.2021
- Company Overview: Stripe.
- Review content to ensure it meets community guidelines, maintaining a high standard of accuracy and quality.
- Handle sensitive client data with the utmost care and confidentiality.
- Participate in regular refresher training to ensure consistent implementation of policies.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
CALL CENTRE REPRESENTATIVE
SITEL
BOGOTÁ, COLOMBIA
10.2019 - 10.2020
- Company Overview: Shark/Ninja
- Handle inbound and outbound calls, respond to emails, chats, and social media posts
- Answer questions and address concerns about more than 100 household appliances.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
Education
ASSOCIATE OF COMMERCE AND BUSINESS ADMINISTRATION -
THOMPSON RIVERS UNIVERSITY
KAMLOOPS, BC04.2023
Skills
- Operations management
- Effective communication
- Experience in leadership
- Professionalism
- Sales forecasting
- Multitasking
- Sales support
- Business analysis
- Self motivation
- Customer service
- Email etiquette
- Complaint handling
- Service desk support
- Documentation skills
- Computer skills
- Calm under pressure
Languages
- Spanish, native
- English, bilingual
- French, intermediate/advanced
Affiliations
- WorkSafeBC Basic First Aid (formerly Occupational First Aid Level One)
- Udemy: Energy psychology and holistic healing certification
Accomplishments
- Awarded employee of the month after 3 months of getting hired at Old Navy
- Resolve 300+ customer concerns per week via phone, chat and email, consistently exceeding KPI's at Sitel
References
References available upon request.
Timeline
PRODUCT OPERATIONS SPECIALIST
OLD NAVY
04.2023 - Current
TEAM LEAD
OLD NAVY
04.2022 - 04.2023
CALL CENTRE E-CARE LEAD
TELEPERFORMANCE
02.2021 - 08.2021
CALL CENTRE REPRESENTATIVE
SITEL
10.2019 - 10.2020
ASSOCIATE OF COMMERCE AND BUSINESS ADMINISTRATION -
THOMPSON RIVERS UNIVERSITY
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