Laura Natalia Lopez Operations | Project Coordination | Executive Support |

Customer Success and Production Specialist Team Lead

SupportYourApp

Sep 2023 - Apr 2026 (2 years 8 months)

Job title: Customer Success and Production Specialist Team Lead Job description: Team Lead & Support Consultant (Contract) • Lead and mentor a fully remote team of 5+ support consultants for North American clients, handling training, performance management, and team growth. • Go-to lead for launching new projects. Build foundational processes from zero—including QA frameworks, cheat sheets, and workflows—especially during the “trial and error” phase. • Transform messy, manual tasks into smooth systems. Created a triangulation process for content clusters to help creators succeed faster, and developed guides that cut down repetitive questions for the production team. • Ran the NORAM project solo for months following team reductions, maintai

Fiber Sales Support Project Manager

e2E, LLC

Jan 2021 - Jul 2023 (2 years 7 months)

E2E Technology Solutions / LinkAmerica Nearshore | Hybrid | 2021–2023 Supported enterprise fiber sales projects for North American clients, coordinating execution between sales, finance, vendors, and operations. Key contributions: • Managed contract execution, order tracking, and delivery timelines across multiple stakeholders. • Built reporting workflows and dashboards to improve leadership visibility on project progress and bottlenecks. • Simplified complex internal systems by creating process guides and documentation for cross-functional teams. • Worked daily with Salesforce, sales platforms, contract tools, and reporting systems. • Utilized WhatsApp for direct and efficient communication with team members and management, ensuring tim

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Bilingual Logistics Coordinator

Serficabana

Aug 2019 - Mar 2020 (8 months)

- Monitor stock levels and identify purchasing needs, contributing to efficient supply chain operations. - Research potential vendors and evaluate offers, including negotiations for better prices to optimize costs. - Track orders and ensure timely delivery, leveraging project management skills to maintain project timelines and prevent delays. - Update internal databases with order details (dates, vendors, quantities, discounts) through meticulous data entry and utilization of Sheets and Google Workspace for enhanced data management. - Maintain updated records of invoices and contracts, ensuring compliance and facilitating seamless accounting processes. - Collaborate with accounting to ensure invoices are paid on time, demonstrating strong f

Customer Service Officer Canada

Scotiabank

Dec 2016 - Jan 2019 (2 years 2 months)

- Work in a structured team environment, creating an outstanding customer service experience. - Responsible for deepening the relationship with the customer by being a person interacting with a person and not a machine. - Provide comprehensive technical support by troubleshooting software or hardware issues directly during client interactions, ensuring seamless resolution and maintaining high service standards.

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Administrative Assistant

TyS Temporales, Hilti Colombia SAS

Apr 2015 - Apr 2016 (1 year 1 month)

- Supply management: Inventory, providers, cafeteria and cleaning supplies, stationery. - Quote, schedule, coordinate meetings inside and outside the facilities • Coordination and delivery of personnel endowment nationwide. - Quote, purchase and booking of trips, tickets, accommodations, transfers for all personnel. - Prepare, pack and ship items • Translations • Facilities maintenance • Expense and billing reports, petty cash • Front desk clerk and information point • Provided comprehensive technical support to staff and stakeholders, ensuring the seamless operation of office equipment and internal systems to maintain high productivity standards.

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Executive Assistant

Uptime Data Solutions

Aug 2013 - Mar 2015 (1 year 8 months)

- Managed supply chain including inventory, providers, cafeteria and cleaning supplies, and stationery to ensure operational efficiency. - Quoted, scheduled, and coordinated facility maintenance in accordance with OPAIN regulations, proactively identifying and resolving any emergent issues. • Provided comprehensive billing and back-office support for the accounting department. - Collaborated with HR on recruiting, hiring, and legal procedures, facilitating a smooth employee onboarding process. - Organized domestic and international travel arrangements, including booking flights, accommodations, and securing necessary visas. • Facilitated effective communication through translation and interpretation services between suppliers and staff, fos

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Consecutive Interpreter English / Spanish / English

CTS LanguageLink

Sep 2011 - Sep 2012 (1 year 1 month)

Job title: Consecutive Interpreter English / Spanish / English Job description: Responsibilities: • Facilitate communication between the parties in a precise, fast and clear manner. • Language knowledge, terminology and fast processing of spoken information. • Utilized Google Workspace extensively, particularly email, as a primary tool for communication, ensuring efficient information exchange and coordination with clients and colleagues. Achievements and Learning: • Improvement in comprehension, speaking, and interpretation in English and Spanish • Opportunity to increase vocabulary for Service (child support, alimony), Medical and Legal calls • Learned how to relay the most accurate message in a fast, clear and responsible way

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Bilingual Virtual Assistant

Ayudamos Colombia // Platika, LLC

Apr 2010 - Sep 2011 (1 year 6 months)

Responsibilities: • Virtually provide secretarial and commercial support to managers from the US, demonstrating strong executive and administrative assistance skills. • Manage reception and call addressing, including visitor income to Zona Franca using their platform, ensuring smooth operations and excellent customer satisfaction. • Handle expense reports and provide background support to the front desk and HR, contributing to efficient administrative functions. • Perform translation and transcription of texts, leveraging bilingual proficiency. • Coordinate travel arrangements with meticulous calendar management. • Manage filing and distribution according to ISO regulation, underpinning quality assurance management and workflow optimizatio

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Customer Care Manager

Contupersonal // Chain Express, Corp

Apr 2008 - Mar 2010 (2 years)

Responsibilities: • Work with Sales and Operations to welcome new customers. • Tracking and follow up of loads from collection to delivery • Worked 24/7 with the operations department on new projects (Royal Caribbean) • Filed claims, lost or damaged goods with the carrier's and clients. • First contact of all providers regarding claims and forms Achievements and Learning: • Being promoted from agent to department manager • Created the Customer Care Manual in order to stay in touch and follow up with all customer's and their cargo. • Researched, learned and understood US laws in order to file claims • Consolidated and organized the Customer Care Department. http://chainexpress.com

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Travel & Leisure Sales Agent

E-doneo Colombia

Feb 2007 - Feb 2008 (1 year 1 month)

Travel & Leisure Sales Agent Responsibilities: • Customize travel packages for clients traveling to South America; Argentina, Peru, Chile and Brazil were the most requested destinations. Flights, accommodation and tours according to each client's budget. • Maintain constant communication with suppliers in each country • Provide information and assistance to the client in their native language • Apply a project management approach to the sales process, treating each client as a unique project to ensure meticulous planning, milestone tracking, and a tailored travel experience from initial inquiry to completion. Achievements and Learning: • Received training in order to use Amadeus for ticket purchases with the travel agency • Quoting, inqu

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Customer Retention Representative

SNBS // Tracfone & Net10 Wireless

Mar 2005 - Jan 2007 (1 year 11 months)

Responsibilities: • Activate, redeem, and solve technical difficulties for prepaid mobile phones in the US • Universal Agent, I was trained and could take calls from both Tracfone and/or NET10 and use their billing systems. • Work together with providers through their billing systems to solve technical difficulties in real time. Achievements and Learning: • Learned about Customer Service • Courtesy protocols when speaking with the client over the phone. • Became a trainer (temporary) for the new representatives selected to be part of the Customer Retention department http://www.tracfone.com/ http://www.net10wireless.com/#/

Laura Natalia Lopez

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