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 foll

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 communicat

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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 tim

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

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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 mess

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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

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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.

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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

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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

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Laura Natalia Lopez

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Laura Natalia Lopez

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