ANA LOPEZ
Amargosa Valley,NV
Summary
Proven Customer Support Specialist with a track record of enhancing customer satisfaction, and cutting time needed in certain area by 85% at Republic Services. Selected as one of the top performing employees/leaders. Excelled in complaint handling and customer relationship management, demonstrating exceptional organizational skills and empathy. Recognized for outstanding problem-solving abilities, record keeping and accuracy.
Overview
19
19
years of professional experience
Work History
CUSTOMER SUPPORT SPECIALIST III
Republic Services
Beatty, NV
12.2021 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of load inbounds while maintaining excellent quality standards and adhering to established procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone and email, ensuring a high level of professionalism at all times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Multitasked to handle diverse customer needs in high-volume inbounds setting, prioritizing tasks to keep up with challenging deadlines.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest information.
- Improved log to cut logging time about 85%
Secretary
Ponderosa Dairy
Amargosa Valley, NV
11.2005 - 07.2008
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Maintained daily report documents, memos and invoices.
- Entered data into system and addressed issues to keep records current and accurate.
- Provided clerical support to company employees by creating, copying, and filing documents.
- Contributed to a job well done leading to positive feedback from auditor in the exceptional job of record keeping.
- Updated spreadsheets and databases to track, analyze, and report on performance and livestock.
Education
High School Diploma -
BEATTY HIGH SCHOOL
Beatty, NV06-2004
Skills
- Bilingual
- Complaint Handling
- Organizational Skills
- Customer Relationship Management (CRM)
- Customer Response
- Customer service excellence
- Email management
- Attention to Detail
- Problem-Solving
- Collaborative Team Player
- Customer Communication and Empathy
- Problem-solving abilities
- Issue and Resolution Tracking
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CUSTOMER SUPPORT SPECIALIST III
Republic Services
12.2021 - Current
Secretary
Ponderosa Dairy
11.2005 - 07.2008
High School Diploma -
BEATTY HIGH SCHOOL