Aida Lopez
Worcester,MA
Summary
People-oriented and dependable professional with 10 years’ experience in
customer relations. Dedicated to maintaining a positive image of the company by providing consistent positive
interaction with clients by use of patience, active listening skills, and confidence. Also eager to resolve issues
swiftly using company protocol to improve client satisfaction. Proven ability to increase customer retention by
addressing clients’ needs and providing a warm and welcoming environment to resolve issues in a timely
manner.
Overview
9
9
years of professional experience
Work History
Instacart Shopper
Instacart
Worcester, MA
03.2021 - 10.2023
- Received orders through an app and chose which ones I was willing to do, sometimes multiple orders at a time
- Delivered items to customers as well
- Shopped for customers in partner retailer locations and adjusted orders based off what is available in the store
- Assisted customers in finding the perfect items for their need through chat and sometimes a phone call if necessary.
Call Center Representative
UHealth Solutions
10.2020 - 02.2021
- Assisted the elderly with filing reports with the elder abuse hotline
- Acted as a switch-board operator, connecting the elderly to community resources such as Mass
- Health, CVS Caremark, SHINE, local elder services, and Medicare.
Member Service Representative
Tufts Health Plan, Remote
02.2020 - 07.2020
- Received and responded to a high volume of incoming calls from members, prospective members, employers, and internal Tufts HP staff
- Asked probing questions and takes the opportunity to educate members to avoid unnecessary repeat calls
- Directed client to the most appropriate sources of information to resolve members’ issues and concerns
- Investigated member’s complaints and performed front-line analysis and intervention when appropriate
- Provided information related to prescriptions and durable medical equipment listed in clients CVS
- Caremark Account, in relation to plan benefits
- Updated system with customer phone interactions
- Made necessary outgoing phone calls to resolve member related inquiries.
Relief Clinical Counselor
YOU INC
Grafton, MA
06.2018 - 12.2018
- Worked with individuals and groups to improve mental health
- Encouraged clients to discuss emotions and experiences
- Examined issues including substance abuse, aging, bullying, anger management, careers, depression, relationships, LGBTQ issues, self-image, stress and suicide
- Helped clients define goals, create action plans and gain insight for future endeavors.
Violations Appeals Clerk
Transcore
Auburn, MA
09.2016 - 05.2018
- Assisted customers with the violations appeals process to get EZpass fines reduced
- Worked with MassDOT representatives to provide adjustments for reduced violations
- Assisted customers with opening/updating EZpass accounts
- Applied payments and adjusted pay by plate accounts
- Processed Transactions via Credit/Debit Card.
Customer Service Representative
Integral Resources
Worcester, MA
07.2016 - 09.2016
- Raised funds for several Democratic organizations including DSCC, DCCC, Hilary Victory Fund, and the
- DGA
- Raised funds for Doctors without Borders (MSF) which is a humanitarian organization that provides emergency care to people living in remote locations
- Processed Transactions via Credit/Debit Card
Medical Coder
Reliant Medical Group
Worcester, MA
05.2016 - 06.2016
- Used ICD-10 to code procedures and testing for various medical departments at Saint Vincent's
- Hospital
- Reviewed patient medical records and printed out corresponding vascular lab reports, operative reports, and neurological reports.
Medical Insurance Customer Service Representative
Interglobal Communications
Worcester, MA
11.2014 - 02.2015
- Instructed members of TUFTS Network Health Plan and MASSHEALTH Health Plan on how to reapply for their health insurance during open enrollment
- Provided billing information to TUFTS Network Health Plan insurance members
- Input and adjusted TUFTS Network Health Plan and MASSHEALTH Health Plan health insurance members contact information and data.
Education
High School Diploma - undefined
Kipp Pride High School
Certificate in Medical Billing and Coding - undefined
Salter College
Timeline
Instacart Shopper
Instacart
03.2021 - 10.2023
Call Center Representative
UHealth Solutions
10.2020 - 02.2021
Member Service Representative
Tufts Health Plan, Remote
02.2020 - 07.2020
Relief Clinical Counselor
YOU INC
06.2018 - 12.2018
Violations Appeals Clerk
Transcore
09.2016 - 05.2018
Customer Service Representative
Integral Resources
07.2016 - 09.2016
Medical Coder
Reliant Medical Group
05.2016 - 06.2016
Medical Insurance Customer Service Representative
Interglobal Communications
11.2014 - 02.2015
High School Diploma - undefined
Kipp Pride High School
Certificate in Medical Billing and Coding - undefined
Salter College