Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
Generic

Jessenia Lopez

Delco

Summary

Results-driven Group Leader known for high productivity and efficient task completion. Specialize in team management, strategic planning, and conflict resolution. Excel in communication, leadership, and problem-solving to achieve project goals and foster a collaborative team environment. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

12
12
years of professional experience

Work History

Group Leader/Lead Trainer

Victaulic
Leland
09.2023 - Current
  • Coached and developed direct reports to lead problem-solving activities.
  • Identified training needs for group members; provided instruction when appropriate.
  • Resolved conflicts within the team to maintain a positive and productive work environment.
  • Helped achieve team goals by rotating production lines and daily duties to meet demand.
  • Followed safety protocols while operating machines and equipment.
  • Hand-assembled needed parts with bolts and screws.
  • Supervised, evaluated or referred instructors to skill development classes.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Conducted onboarding sessions to orientate new staff members about company policies and procedures.
  • Prepared for work to be completed by studying assembly instructions, blueprint specifications and part lists.

Kitchen Manager

Chick-fil-A
Wilmington
08.2013 - 12.2019
  • Assisted in developing menus according to seasonal availability of ingredients as well as customer preferences.
  • Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Planned kitchen staff schedules to maximize coverage and encourage collaboration.
  • Resolved problems or concerns to satisfaction of involved parties.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
  • Trained employees on cooking techniques, safety standards and performance strategies.
  • Explained goals and expectations required of trainees.
  • Motivated kitchen staff by establishing goals to increase productivity and quality.

Customer Service Representative/De-escalation Spec

Verizon
Wilmington
12.2016 - 02.2019
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Resolved customer complaints promptly and efficiently.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Strengthened customer retention by offering discount options.
  • Created documentation outlining standards and guidelines for escalation processes.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.

Education

High School Diploma -

Cape Fear Community Adult High School
Wilmington
04-2014

Skills

  • Employee training
  • Team building
  • Safety compliance
  • Scheduling coordination
  • Inventory management
  • Onboarding training
  • Customer service
  • Quality assurance

Affiliations

  • volunteer competitive cheerleading coach at RBA Reign Athletics

Languages

Spanish
Native/ Bilingual

Timeline

Group Leader/Lead Trainer

Victaulic
09.2023 - Current

Customer Service Representative/De-escalation Spec

Verizon
12.2016 - 02.2019

Kitchen Manager

Chick-fil-A
08.2013 - 12.2019

High School Diploma -

Cape Fear Community Adult High School

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Jessenia Lopez