Alexis Marie Lopez
Customer Support Specialist
San Antonio,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
23
23
years of post-secondary education
Work History
Remote Customer Service Representative
YAPI Inc
9 2022 - 3 2023
- Handle high volume of customer contacts in professional manner
- Tailor communication to differing audiences.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Navigate through difficult conversations and display resilience during and after challenging situations.
- IOS, Smartphone, Tablet, PC, and MacOS experience.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured hardware and granted system permissions to new employees.
- Provide exceptional customer service in every interaction
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
- Position requires ability to learn new skills in technical support troubleshooting including shadowing Tier 2 Technical Support Specialist
- Intermediate billing, underwriting guidelines and policy processing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
Customer Service Representative
Spectrum
2019.05 - 2022.08
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Cross-trained and provided backup support for additional teams including but not limited to Billing, Internet repair, Phone Repair, Retention, Sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Stay current with relevant products.
- Researched and resolved billing discrepancies to enable accurate billing
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled over 43 calls per shift troubleshooting equipment, retrieving customer data, updating billing on accounts.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Maintained above average written and verbal communication skills.
- Reviewed and solved account and billing discrepancies
Technical Support Advisor / Customer Service Representative
Volt WorkForce Solutions
2018.04 - 2019.05
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Documented support interactions for future reference.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Processed customer adjustments to maintain financial accounts.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
Travel Agent
Atento
2017.08 - 2018.01
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Recommended products to customers and suggested other options if preferred product was unavailable.
Technical Advisor
Ibex Global
2017.03 - 2017.08
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded promptly to incoming sales leads and requests for technical support.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Data Entry Clerk / Tax Professional
Liberty Tax
2016.12 - 2017.03
- Coded and processed applications into required electronic formats.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected data entry errors to prevent duplication or data degradation.
- Added documents to file records and created new records to support filing needs.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Carried out day-to-day duties accurately and efficiently.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used coordination and planning skills to achieve results according to schedule.
- Delivered comprehensive tax documentation required for accurate individual and corporate returns.
- Offered clients recommendations to reduce tax liabilities.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Conducted reviews of internal tax documentation, reducing errors related to missed tax benefits.
- Completed and filed returns with tax departments at local, state and federal levels.
- Facilitated communication between clients and tax authorities.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
Education
BBA - Cyber Security
UTSA
San Antonio, TX 2001.05 - Current
Skills
Provide exceptional customer service in every interaction
Up to 45 WPM typing
Prior customer service experience in work from home environment
Strong computer knowledge
Knowledge in Microsoft Office
Knowledge in Google Applications
Understanding for ticketing systems
Critical thinking
Data Entry
Live chat support
Prioritization
Active Listening
Timeline
Customer Service Representative
Spectrum
2019.05 - 2022.08
Technical Support Advisor / Customer Service Representative
Volt WorkForce Solutions
2018.04 - 2019.05
Travel Agent
Atento
2017.08 - 2018.01
Technical Advisor
Ibex Global
2017.03 - 2017.08
Data Entry Clerk / Tax Professional
Liberty Tax
2016.12 - 2017.03
BBA - Cyber Security
UTSA
2001.05 - Current
Remote Customer Service Representative
YAPI Inc
9 2022 - 3 2023