Wilma López
Caguas
Summary
Dynamic and highly skilled professional with extensive experience in customer service within the Publishing Industry. Proven track record of efficiently managing pricing contracts, resolving claims, overseeing accounts receivable, processing orders, establishing new accounts, and negotiating agreements with customers. Possesses exceptional problem-solving abilities, adept organizational skills, adaptability, and excellent communication proficiency. A dedicated individual committed to delivering exceptional service and fostering positive client relationships.
Overview
25
25
years of professional experience
Work History
Customer Service Support
McGraw Hill
Guaynabo
05.2017 - Current
- Offers extensive support to Sales Representatives, specifically those in charge the School Division.
- Handles the processing and distribution of Comps (Samples) Requests among clients' faculty members.
- Manages the accounts of the largest School Division distributor, Libreria Educativa, LLC and key distributors in the Dominican Republic; Libreria Hermanos Solano and Edusol SRL.
- Is responsible for the processing of orders, providing follow up, and handling claims, accounts payable and returns.
- Manages the end-to-end sales process, from order placement to product delivery.
- Provides support in the coordination of various types of events.
- Produces monthly sales reports on the managing accounts.
Administrative Support
Ediciones Enlace
San Juan, Puerto
01.2017 - 04.2017
- In charge of preparing the consultants' materials and presentations for the Professional Development Workshops, ensuring accuracy and formatting.
- Maintained accurate records of Workshop attendance for billing purposes.
Customer Service Team Leader
Pearson Education
Carolina
06.2007 - 08.2016
- Responsible for quality assurance of all activities of the customer service representatives; traces, claims, telephone coverage, mail, and the follow up for all the customers’ orders.
- Supervised the whole Customer Service Department.
- Managed 200-300 customers' portfolio within the department.
- Provided feedback to management regarding performance within the department's employees.
- Oriented and trained new hire of all department procedures, policies, and systems.
- Worked closely with customer service representatives, to ensure the correct procedures were applied and all new polices were learned.
- Managed the accounts receivable and collected the received payments from the customers.
- Negotiated transportation carrier’s fees for air/ocean freights services.
- Monitored customer returns based on the company policies.
Customer Service Representative
Pearson Education
Carolina, Puerto Rico
06.1999 - 01.2007
- Provided support to customers in following up their orders on a daily basis by tracing their shipments.
- Promptly and accurately entered orders into the appropriate systems.
- Managed customer's information needs (availability, shipping status/info)
- Provided customers with pertinent product and/or company marketing information to maximize sales opportunities.
- Provided professional problem/account management by such activities as; initiating corrective billings, resolving shipping/fulfillment problems, returns/claims problems, processing credits to appropriate authority level.
- Formally responded over the telephone or in writing to customer inquiries and issues and employed customer feedback to complete the conditions of satisfaction model.
- Accurately track issue/inquiry trends to identify process improvement opportunities and make appropriate recommendations to the supervisor.
- Met individual quality service goals while appropriately prioritized workload to meet individual targets and set standards.
Education
Bachelor of Arts - Psychology
University of Puerto Rico, Cayey Campus
Cayey, Puerto RicoSkills
- Fully bilingual in English and Spanish
- Organizational skills
- Effective communication
- Detail-oriented
- Critical thinking
- Microsoft Office Suite
- Salesforce
Timeline
Customer Service Support
McGraw Hill
05.2017 - Current
Administrative Support
Ediciones Enlace
01.2017 - 04.2017
Customer Service Team Leader
Pearson Education
06.2007 - 08.2016
Customer Service Representative
Pearson Education
06.1999 - 01.2007
Bachelor of Arts - Psychology
University of Puerto Rico, Cayey Campus
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