Laura Natalia Lopez Customer Support Team Lead | Client Success | Project

Customer Success and Production Specialist Team Lead

SupportYourApp

Sep 2023 - Current (2 years 8 months)

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, maintaining performance without disruption. Act as the connective layer between Production,

Fiber Sales Support Project Manager

e2E, LLC

Jan 2021 - Jul 2023 (2 years 7 months)

Helped the sales team with contracts, orders, and tracking new fiber builds — making sure clients felt taken care of. Learned the ins and outs of the client’s internal platforms (like Salesforce, eSign, chat tools) and turned that knowledge into simple guides and better processes for the team. Built reports and suggested improvements based on what the data showed.

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Bilingual Logistics Coordinator

Serficabana

Aug 2019 - Mar 2020 (8 months)

- Monitor stock levels and identify purchasing needs - Research potential vendors - Track orders and ensure timely delivery - Update internal databases with order details (dates, vendors, quantities, discounts) - Evaluate offers from vendors and negotiate better prices - Maintain updated records of invoices and contracts - Work with accounting making sure invoices are paid on time - Follow up with suppliers, as needed, to confirm or change orders

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.

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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

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Executive Assistant

Uptime Data Solutions

Aug 2013 - Mar 2015 (1 year 8 months)

- Supply management: Inventory, providers, cafeteria and cleaning supplies, stationery. Quote, schedule, coordinate maintenance within the facilities according to the rules of OPAIN • Billing and back support for the accounting department. - Recruiting, hiring and legal procedures alongside HR. Organization of trips, tickets, accommodations and visas. • Translation and interpretation between suppliers and staff • Facilities maintenance • Expense reports, petty cash

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Consecutive Interpreter English / Spanish / English

CTS LanguageLink

Sep 2011 - Sep 2012 (1 year 1 month)

Responsibilities: • Facilitate communication between the parties in a precise, fast and clear manner. • Language knowledge, terminology and fast processing of spoken information. 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 • Reception and calls addresses. Visitor income to Zona Franca using their platform. • Expense reports, background support to the front desk and HR • Translation and transcription of texts • Travel arrangements • Filing and distribution according to ISO regulation Achievements and Learning: • Became proficient in administrative and reception tasks at a BPO. • Recruiting and interviewing procedures. • Contributed to the company's standardization for renewal of IS004F. http://www.platika.com

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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)

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 Achievements and Learning: • Received training in order to use Amadeus for ticket purchases with the travel agency • Quoting, inquiring and planning trips for different budgets and catering to different needs http://www.afinetour.com/

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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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