Jose Lujan Ripoll
Chicago,Illinois
Summary
Customer support specialist and former business owner who is expertly trained and excels in all forms of contact resolution including calls, emails and social media. Expert in brand reputation and narrative control via social media. Strong leadership skills pertaining to team management and development.
Overview
13
13
years of professional experience
Work History
Back Office Online Agent
Hennes & Mauritz AB
Chicago, IL
03.2019 - 07.2022
- Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
- Provided feedback to empower a culture of constant improvement and expansion of Mexico's online market.
- Provide feedback to empower a culture of constant improvement.
- Communicated with different groups and entities within the H&M group to help set and improve new ways of working.
- Used SAP system to help with the E-invoice integration.
- Assisted and was part of the first group of agents in the launch of Mexico's store side customer service.
- Consistently exceeded KPI's
- Assisted first line agents with solutions and knowledge to any inquiries they might have.
- Handled escalated inquires from customers and agents through various support channels.
- Created responses for urgent social media trends.
- Leader in coordination of Loyalty & FOCS launch and floor support.
- Created current schedule rotation for Back office Mexico team.
- Provided consistent feedback and mediated communication between customers and regional managers to improve business practices and provide resolutions to over the top issues.
Call Center Customer Service Representative
Hennes & Mauritz AB
Chicago, IL
02.2018 - 03.2019
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Collected customer feedback and made process changes to exceed customer satisfaction goal of 90%.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on promotions to enhance sales.
- Answered customer's inquires and escalations through Social Media channels under the H&M Mexico handle (@hmmexico).
- Kept email handling time consistently lower than the required 9 minutes and 45 seconds allotted.
- Escalated social media trends that required urgent company response.
- Multitasked in calls, emails and social media channels while switching back and forth in between English and Spanish languages.
Owner
Cellstar Communication
, IL
03.2015 - 02.2018
- Bought and sold phones and accessories.
- Spoke with company representatives and acquired collateral for display and information.
- Interviewed candidates, hired personnel, and oversee staff training.
- Effectively trained personnel to execute basic repair services, watches and smart devices.
- Effectively trained personnel to maintain KPI's above goal.
- Set monthly goals.
- Had monthly one on ones with staff to review their sales.
- Trained customers on fundamental and advanced use of their devices.
Manager
Cellstarwireless INC
Chicago, IL
01.2011 - 03.2015
- Communicated with service providers to resolve any customer complaint or issue.
- Communicate with service providers to resolve any customer complaint or issue.
- Described merchandise and explained use, operation, and care of merchandise to customers.
- Computed sale prices,d total purchase price and received and processed cash or credit payments.
- Answered questions regarding store policies and its merchandise.
- Demonstrated use or operation of merchandise including computer and phones.
- Cellphone and computer repair assessment and pricing.
- Taught cellphone and computer basics to clients.
- Kept sales and all other KPI's above goal.
- Trained new staff.
Sales Representative
Tri Communications INC
chicago, IL
02.2009 - 01.2011
- Greeted customers and assessed their needs.
- Described merchandise and explained use, operation, and care of merchandise to customers.
- Computed sale prices, total purchases and received and processed cash or credit payment.
- Maintained knowledge of current sales, promotions, and policies regarding payment and exchanges and security practices.
- Demonstrated use or operation of merchandise including phones, computers and smart devices.
- Inventory stock and requisitioned new stock.
- Estimated cost of repair or alteration of merchandise.
- Cellphone set up and troubleshooting.
- Set up printers, computers, landlines and fax machines.
Education
PC Repair Course - I.T
Stratford Career Institute
Chicago, IL11.2019
High School Diploma -
Nicholas Senn High School
Chicago06.2012
Skills
- Excellent verbal and written communication
- Bilingual Spanish
- Problem solving skills
- Exceptional analytical skills
- Process management skills
- Phone and computer repair certified
- Proficient in Mac OS, IOS, WIndows OS and Android OS
- Strong background knowledge of Service now
- Customer service specialist
- Excel proficiency
- Team engagement and development
- Excellent time management skills
- Proficient in Sprinklr
- Crisis counseling training
Timeline
Back Office Online Agent
Hennes & Mauritz AB
03.2019 - 07.2022
Call Center Customer Service Representative
Hennes & Mauritz AB
02.2018 - 03.2019
Owner
Cellstar Communication
03.2015 - 02.2018
Manager
Cellstarwireless INC
01.2011 - 03.2015
Sales Representative
Tri Communications INC
02.2009 - 01.2011
PC Repair Course - I.T
Stratford Career Institute
High School Diploma -
Nicholas Senn High School
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