Lauren Prieto
San Diego
Summary
Seasoned Operations Manager and talented leader with 4 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Operations Coordinator
VitaCup
11.2019 - Current
- Transitioned from Customer Service to Operations/Logistics to assist with setting up freight shipments for our retail customers.
- Tracking and monitoring shipments to ensure it arrives by or before PO due date.
- Confirmed Purchase Orders and sent the tracking to the customers. Also communicated any discrepancy with inventory shipped or sku taken off PO.
- Set up Amazon transfers to send products to Amazon's fulfillment warehouses in the US and Canada.
- Invoicing all Retail POs.
- Monitored and tracked orders of our Shopify ecommerce customers accounts to ensure orders are fulfilled within 48 hours.
- Handle any issues with shipping addresses and fulfillment errors.
- Reviewed operations reports to understand numbers and trends.
- Shipped product or our Target, Walmart, Sprouts, Costco, Amazon, KEHE, UNFI, Delhaize, Giant Food, iHerb, Thrive, Faire, HEB, Sam's Club, and many other retails.
- Worked with many different freight and carrier brokers to book shipments nationwide and some international shipments.
Customer Service Representative
VitaCup
03.2019 - 11.2019
- Answered phone calls, emails, and text messages from customers needing help with their online orders. Also answered any questions they may have about our coffee or tea product.
- Monitored the companies social media platforms by answering customer questions and commenting on posts.
- Sent email reviews to customers and assisted further if they had a poor experience or were unsatisfied with their order or experience.
- Handled mispicks and created reports about issues regarding the product to report back to Operations/Production.
- Set up UPS shipments to send to customers if needed.
- Used Shopify, Zendesk, and StitchLabs software. Also used Yotpo, Amazon Seller Central, and Excel/Google.
Client Success Advisor & On-boarding Specialist
Agentology Inc
08.2018 - 10.2018
- Responsible for Onboarding real estate agents signing up for new concierge service.
- Learned multiple CRM systems and other lead source generators in order to connect to Agentology’s platform and process agents leads.
- Provided continuous support and assistance to agents after the Onboarding process.
- Helped guide them through ISA’s processes and procedures.
- Created engineering tickets to resolve any technical issues within our platform or connection between the agent’s lead source.
- Made proactive outreach to agents and follow-up in order to ensure customer satisfaction and upsell.
Shift Manager
Agentology, Inc
10.2016 - 08.2018
- Managed/Scheduled the day to day shifts of 15-25 Inside Sales Agents daily to ensure efficient workflow.
- Directly trained and coached a team of my own (9-12 Inside Sales Agents) and also reviewed their work for potential raises and incentives.
- Reported and and analyzed data of our sales to the VP of Operations.
- Collaborated with other shift managers and assisted the VP of Operations in scaling and managing a team of 50+ Inside Sales Agents.
- Collaborated with other shift managers and assisted the VP of Operations in creating new procedures and work policies for efficient workflow.
- Interviewed and hired new employees.
Lead Development Representative
Agentology, Inc
08.2016 - 10.2016
- Used Salesforce to make 200+ phone calls, text messages, and emails per day to communicate with potential prospects.
- Acted as an Inside Sales Agent for the company’s real estate clients and communicated with prospects regarding their real estate needs. (Qualifying real estate leads)
- Worked in Referral Network following up with buyer and seller leads and assigning them to a real estate agent within our network. Tracked referral fee and compensation after extensive follow up.
- Contributed to team objectives in fast-paced environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Business Service Manager & CSR
Alpha Dynamica Inc/Service Radius
07.2013 - 06.2016
- Managed the day to day schedule for Residential, Satellite, and Business Services Dept with 4-15 reps within each department.
- Created training material and manuals for new hires and trained new Sales Reps.
- On-boarded new hires.
- Met with the Sales Team monthly and created incentives for the team in order to hit sales goals.
- Managed Reps, created reviews, and tracked their progress and performance for potential raises and incentives.
- Monitored calls, tracked sales daily, weekly, and monthly.
Scheduler
MedXM
08.2010 - 02.2011
- Worked closely with different healthcare providers and scheduled in home visits for their members to update their medical history.
- Maintained and put created daily schedules for each physician and created their routes by member location and address.
- Highly organized and had knowledge of cities in Los Angeles, Orange County, and San Diego area.
Customer Service Representative
C1F Marketing/Gian
10.2008 - 01.2010
- High volume call center and lead generation.
- Handled up to 500+ calls per day; generating leads for closers within the Auto Warranty, Debt Consolidation, Loan Modifications, and Home Security industries.
- Capable of learning multiple scripts for each different campaign in order to make the transfer process easy and smooth for the closers.
- Ability to handle angry customers professionally and respectfully.
Education
Associate of Science - Biology & Psychology
Diego City & Mesa Community College
San Diego, CAHigh School Diploma -
La Jolla Senior High School
La Jolla, CA06.2003
Skills
- Over 13 years Customer Service experience in various different industries such as Real Estate, Food Service, Telecommunications, Healthcare, Retail Services, Cable and Satellite
- Demonstrates knowledge, understanding, and motivation to excel in a Leadership role
- Over 3 years management and training experience in a startup environment
- Created training manuals/material and performance reviews for different contact centers
- Computer literate and familiar with Windows programs, Microsoft Word, Excel, PowerPoint Types 70 WPM
- Client Success/Account Management experience
Timeline
Operations Coordinator
VitaCup
11.2019 - Current
Customer Service Representative
VitaCup
03.2019 - 11.2019
Client Success Advisor & On-boarding Specialist
Agentology Inc
08.2018 - 10.2018
Shift Manager
Agentology, Inc
10.2016 - 08.2018
Lead Development Representative
Agentology, Inc
08.2016 - 10.2016
Business Service Manager & CSR
Alpha Dynamica Inc/Service Radius
07.2013 - 06.2016
Scheduler
MedXM
08.2010 - 02.2011
Customer Service Representative
C1F Marketing/Gian
10.2008 - 01.2010
Associate of Science - Biology & Psychology
Diego City & Mesa Community College
High School Diploma -
La Jolla Senior High School
Similar Profiles
Lauren PrietoLauren Prieto
Operations Coordinator at VitaCupOperations Coordinator at VitaCup
Chris Hopkins-MurphyChris Hopkins-Murphy
Senior Customer Service Representative at VitaCup IncSenior Customer Service Representative at VitaCup Inc
Ian PiferIan Pifer
Student Volunteer at TRIO Upward BoundStudent Volunteer at TRIO Upward Bound
Britney Munoz ArriazaBritney Munoz Arriaza
Youth Development Teacher at La Jolla ElementaryYouth Development Teacher at La Jolla Elementary
Justin KizaJustin Kiza
Cashier at Jack in the BoxCashier at Jack in the Box