AMINIKA LOPEZ
Queens ,NY
Summary
Hardworking and reliable representative with strong ability in communications while generating sales leads that develop into new customers. Identifying and assessing customer needs to achieve satisfaction. Highly organized, proactive and punctual with team-oriented mentality.
Overview
24
24
years of professional experience
Work History
Client Service Representative
Verizon Communications Inc
Brooklyn, NY
06.2000 - Current
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Escalated complex customer inquiries to supervisors when necessary.
- Strengthened customer retention by offering discount options.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Presented and explained fees, clearly clarifying invoices and company policies.
- Provided customer service support to clients in a timely and efficient manner.
- Identified opportunities for process improvements within the organization's customer service department.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Education
Master Certificate - Human Resource Management
Villanova University
Villanova, PA12-2005
Bachelor of Arts - Sociology
State University Center At Old Westbury
Old Westbury, NY05-1999
Skills
- Client Support
- Service Recommendations
- Account Management
- Sales Strategies
Affiliations
- Verizon Bold- Black Originator, leaders, and doers
- Verizon Advance- Advocates for Disability, Accessibility, Neurodiversity, and Caregiver Empowerment
- Verizon Pact - Parents And Caregivers Together
- Verizon Wave- Women's Association of Verizon Employees
- Verizon United- Progress Through Unity
Volunteerism with Verizon
- Packages from Home - Letter to a troop member to accompany the essential care kits that will be donated - 2hrs - September 2023
- The Climate Change Challenge - Immediate impact in the environment by participating in a digital cleanup - 1 hr - May 2023
- Forest Gratitude - Reducing Carbon Emissions - Tree Planting - 1hr - August 2022
- The Great Pollinator - Protecting Biodiversity - Writing trivial flash cards that will educate students. 1 hr - July 2022
- Letters to strangers - wrote anonymous, heartfelt letters that aim to share their vulnerabilities and offer support for those who are fighting through mental health challenges. 45 min - June 2022
- Creating an Inclusive World - Creating cards that encompass unity, togetherness, and positivity. These cards to be placed in public places to be found by someone in the community. 1 hr May 2022
- Domestic Violence Awareness - Writing impactful letters that will be printed and delivered to a survivor of domestic violence. 1 hr - September 2021
- Paracord building event - building paracord bracelets & write letters of gratitude and inspiration to military service members. Paracord bracelets are a lifesaving tool that can be used to help build a makeshift shelter, make a sling, create a harness, extract an injured person, and so much more. 1hr - May 2021
- Thank you letters to healthcare workers - Notes of gratitude that were circulated to a network of partnering hospitals throughout NY. 1hr - May 2020
Timeline
Client Service Representative
Verizon Communications Inc
06.2000 - Current
Master Certificate - Human Resource Management
Villanova University
Bachelor of Arts - Sociology
State University Center At Old Westbury