Open to opportunities

Catalina López

@catalinalpez

Message

Experienced Customer Care Manager with a passion for team development.

United States

Message

What I'm looking for

I am looking for a role that values teamwork and innovation, where I can lead initiatives that enhance customer experiences and drive operational success.

As a dedicated Customer Care Manager with extensive experience in the tech and aviation sectors, I pride myself on fostering teamwork and developing talent within my teams. My journey has been marked by a heartfelt commitment to building enduring customer relationships, ensuring that every interaction is meaningful and impactful.

Currently, I manage customer care activities for Shutterstock's US core team, where I focus on coaching, mentoring, and performance analysis. My role involves collaborating with cross-functional teams to streamline operations and enhance customer satisfaction. I have successfully led initiatives that improve team performance metrics and resolve complex customer issues, demonstrating my ability to thrive in fast-paced, global environments.

Throughout my career, I have consistently sought opportunities to innovate and improve customer service processes. From designing training courses for outsourced teams to implementing quality control measures, I have a proven track record of enhancing customer experiences and driving operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Global Customer Care Manager

Current

Shutterstock

Jul 2022 - Present (2 years 11 months)

Oversee customer care activities for the US core team, providing coaching and mentoring while analyzing performance metrics. Collaborate with cross-functional teams to enhance operations and manage hiring processes.

Customer Management Performance Metrics Team Leadership Cross Functional Collaboration Mentoring SaaS Support CRM Systems Data Reporting

Team Lead, Global Customer Care

Shutterstock

Mar 2020 - Jul 2022 (2 years 4 months)

Led quality control and coaching for customer care interactions, serving as an escalation point for complex cases while collaborating with various stakeholders to minimize disruptions.

Quality Control Coaching Customer Escalation Performance Reviews Salesforce Genesys

Customer Care Advocate

Shutterstock

Nov 2018 - Mar 2020 (1 year 4 months)

Provided customer support across multiple channels, assisting with inquiries related to stock content licensing and utilizing CRM systems for tracking and troubleshooting.

Customer Support CRM Systems Email Support Phone Support Chat Support Lead Generation Problem Solving Customer Relationship Management

Customer Care Coordinator for Social Media

Avianca

Mar 2017 - Sep 2017 (6 months)

Designed training for outsourced teams handling social media cases, creating internal manuals and ensuring effective resolution of customer requests from high-profile individuals.

Training Development Team Coordination Communication Skills Problem Solving Customer Engagement

Senior Analyst Client Relations

Avianca

Jul 2014 - Sep 2015 (1 year 2 months)

Maintained relationships with various teams to ensure customer cases were handled properly, providing quality control and serving as an escalation point for sensitive issues.

Quality Control Escalation Management Team Collaboration Communication Skills Problem Solving Relationship Management

Junior Analyst Client Relations

Avianca

Nov 2011 - Jul 2014 (2 years 8 months)

Handled customer service requests for loyalty program members, ensuring timely resolutions and compliance with aeronautical authority inquiries.

Customer Service Compliance Communication Skills Data Management Reporting Customer Engagement

Citizen Services Office

Bogotá Philharmonic Orchestra

Mar 2011 - Nov 2011 (8 months)

Managed citizen requests for the orchestra, ensuring compliance and maintaining accurate records while representing the organization at events.

Customer Service Compliance Communication Skills Problem Solving Reporting Administrative Support Public Relations Customer Engagement

Education

Degrees, certifications, and relevant coursework

Pontificia Universidad Javeriana

Bachelor of Arts, Communications

Bachelor of Arts in Communications, focusing on the principles of effective communication, media studies, and public relations. Developed skills in both written and verbal communication, critical thinking, and media production.