Marisol Lopez

Customer Solutions Manager @Watts Water Technologies

Fort Worth, TX, US

Role OverviewDrive customer satisfaction and product reliability by managing the identification, analysis, and resolution of product failures. Lead and provide strategic direction for the Technical Support Specialists and Customer Care teams to ensure optimal performance and alignment with company goals.Key Responsibilities• Lead and support the Customer Care and Technical Support teams, ensuring effective operations and collaboration.• Implement a continuous improvement process using internal and external feedback to enhance team performance and customer outcomes.• Identify opportunities for improvement within engineering, marketing, and training departments based on analysis of customer interactions, surveys, and feedback.• Define project missions, establish goals, assign tasks, and allocate resources to achieve objectives.• Facilitate cross-departmental collaboration to leverage resources, share knowledge, and apply lessons learned.• Promote a customer-centric philosophy that balances the needs of the customer with the goals of the company.• Optimize processes for handling customer inquiries by improving response times, enhancing call effectiveness through training, and documenting best practices.• Establish and refine mechanisms to assess and improve process effectiveness continuously.• Foster a culture of teamwork, maintaining high employee morale and engagement.• Make informed decisions regarding operational challenges and escalate issues to higher levels when necessary.• Assess risks and consider the long-term impact of decisions on the organization.• Ensure the team operates safely and complies with all safety policies and standards.

Tarleton State University

Bachelor of Applied Arts and Sciences in Business