Alexis Nadriana Lopez
San Antonio,TX
Summary
Driven by a goal-oriented mindset, I excelled at Charter Communications, Spectrum, enhancing customer satisfaction and sales through expert account servicing and cross-selling strategies. Leveraging customer support skills and data entry proficiency, I significantly contributed to team success, embodying a results-focused approach with a blend of hard and soft skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Sales Activation Rep 1
Charter Communications, Spectrum
San Antonio, TX
01.2023 - Current
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Handle calls with potential SMB customers and business partners via telephone in order to process order entry for cable, internet, voice, and business mobile services.
- Communicate with customers, both internal and external, on the phone or via chat and/or email, in both scripted and unscripted formats. Maximize sales opportunities by selling SMB customers additional products and services.
- Gather leads from the website and/or inbound customer calls and follow up on order cancellations, overdue tasks, and order fall out for SMB customers.
- Act as liaison for multiple groups including but not limited to channel partners, national accounts team, direct sales, outbound telemarketing, field operations, provisioning activation center, serviceability, and service recovery and compliance.
- Work through multiple systems handling non-standard SMB customer order scenarios and communicating across multiple platforms
- Responsible for adhering to company guidelines while handling calls and working tasks, in addition to adequately meeting the needs of the SMB customer in a timely manner.
- Complete pre-sales activities, such as preparing/obtaining customer documents and generates accurate SMB customer orders/agreements.
- Assess and correct work orders to ensure their completion and accurate billing. All work orders are evaluated to ensure they are operationally sound and SMB customers will be billed correctly for requested services.
- Work to complete non-automated orders transactions.
- Evaluate orders to ensure they are operationally sound and SMB customers will be billed correctly for services ordered. Ensure order accuracy and prevent order duplication.
- Handle order exceptions relating to cable services, internet, and voice provisioning, porting and ancillary services across multiple vendors and platforms.
- Handle necessary order follow-up needed prior to installation to meet SMB customer expectations.
- Manage the order queues and dashboards. Responsible for getting orders scheduled or rescheduled with the SMB customer in accordance with company standards and policies.
- Responsible for adhering to company guidelines while handling calls, in addition to adequately meeting the needs of the SMB customer in a timely manner.
- Maximize additional revenue from SMB customers by selling incremental products and services through use of recommended sales techniques. Identify and maximize upselling and cross selling sales opportunities.
- Applies all business rules, to ensure the integrity of the work order in an effort to increase completion rates.
- Responsible for documenting and sharing best practices within team and offer suggestions for improvement.
- Other duties as assigned.
Collections Agent
GC Services Call Center
San Antonio, TX
04.2022 - 11.2023
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Apple Technical Support Representative
IBEX Global
San Antonio, TX
05.2021 - 04.2022
- Assisted in developing a knowledge base of frequently asked questions and solutions for more efficient issue resolution.
- Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
- Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
- Effectively translated complex technical information into user-friendly language for customers lacking advanced expertise.
Customer Care Representative
Conduit Global Call Center
San Antonio, TX
03.2018 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Contributed to team success, consistently achieving call center performance metrics.
Communications Agent
Connexion Point (Aetna Medicare)
San Antonio, TX
08.2017 - 01.2018
- Crafted engaging presentations for both internal and external audiences, promoting company initiatives and fostering strong relationships with stakeholders.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries through various communication channels.
- Collaborated with team members to develop comprehensive communication strategies that effectively conveyed key messages.
- Provide general information for Aetna medicare prospects.
Education
No Degree - Nursing
San Antonio College
San Antonio, TX06.2020
High School Diploma -
Judson Early College Academy
Live Oak, TX06.2015
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Client Services
- Sales Support
- Account Servicing
- Cross-selling abilities
- Up-selling strategies
Timeline
Sales Activation Rep 1
Charter Communications, Spectrum
01.2023 - Current
Collections Agent
GC Services Call Center
04.2022 - 11.2023
Apple Technical Support Representative
IBEX Global
05.2021 - 04.2022
Customer Care Representative
Conduit Global Call Center
03.2018 - 08.2019
Communications Agent
Connexion Point (Aetna Medicare)
08.2017 - 01.2018
No Degree - Nursing
San Antonio College
High School Diploma -
Judson Early College Academy