Aimee Lopez
Ivins,Ut
Summary
Hard-working professional with 15+ years of customer service experience and 4 years in an assistant management role. Skilled in conflict resolution, customer communication and retention, with a strong background in both hospitality and member support. I take pride in anticipating customer needs and providing thoughtful, personalized service. My experience spans luxury and casual environments, from global brands to small businesses. I thrive in fast-paced settings and enjoy diffusing challenging situations with empathy, humor, and genuine care.
Overview
13
13
years of professional experience
Work History
Member Support Assistant Manager
Zion HealthShare
St. George, UT
01.2021 - 04.2025
- Provided daily leadership support by serving as a point of contact for team inquiries, handling escalated calls, and delegating tasks to ensure operational efficiency
- Collaborated with management on departmental projects and assisted with weekly huddles to promote communication and alignment
- Monitored quality standards by reviewing online chats, phone calls, and email inbox activity to ensure accuracy and timely completion
- Participated in the hiring process by reviewing resumes, interviewing candidates, and onboarding and training new hires
- Managed administrative responsibilities including scheduling, approving timecards, correcting time punches in Rippling, and submitting IT support requests via Jira
- Conducted 60-day and annual performance reviews, completed new hire introductory forms, and served as the point of contact for Primestin and RX Valet issue resolution
Member Support Administrative Agent
Zion HealthShare
St. George, UT
08.2020 - 12.2020
- Delivered high-quality support through phone, email, and online chat by addressing questions, resolving concerns, and explaining membership details to members and healthcare providers
- Resolved member issues and documented interactions to ensure accurate records and follow-through
- Maintained knowledge of guidelines and services to ensure clear and accurate communication
- Handled membership tasks including enrollments, modifications, cancellations, and past-due invoice processing
Guest Advocate
Red Mountain Resort
Ivins, UT
02.2015 - 03.2020
- Welcomed guests and ensured a smooth check-in/check-out process while creating a warm and hospitable environment
- Handled room assignments, food orders, guest payments, and transportation coordination
- Resolved guest concerns professionally, ensuring high satisfaction and positive experiences
- Managed room reservations, travel arrangements, and activity bookings while supporting front desk operations
Customer Care Reservations Associate
The Ritz-Carlton Hotel Company
Salt Lake City, UT
10.2012 - 12.2014
- Served as the first point of contact for guests, delivering five-star service in a fast-paced call center environment
- Assisted with reservations, special requests, VIP guest arrangements, and destination inquiries
- Maintained a warm and professional tone while providing world-class hospitality and handling high-profile customer needs
Education
A.S. - Anthropology
Salt Lake Community College
Salt Lake City, UTB.S. - Communication Studies
Utah Tech University
St. George, UTSkills
- Salesforce and ZOHO
- Data entry and management
- Microsoft Office proficiency
- Presentation skills
- Team leadership and delegation
- Onboarding and training
- Quality assurance processes
- Issue resolution techniques
- Customer support and service
- Effective communication skills
- Project collaboration and teamwork
- Schedule maintenance
Hobbies and Interests
- Enthusiastic traveler
- Foodie
- Animal lover
- Armchair football expert
References
Available Upon Request
Timeline
Member Support Assistant Manager
Zion HealthShare
01.2021 - 04.2025
Member Support Administrative Agent
Zion HealthShare
08.2020 - 12.2020
Guest Advocate
Red Mountain Resort
02.2015 - 03.2020
Customer Care Reservations Associate
The Ritz-Carlton Hotel Company
10.2012 - 12.2014
A.S. - Anthropology
Salt Lake Community College
B.S. - Communication Studies
Utah Tech University
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