April Lopez
Lockhart,TX
Summary
Personable Administrator with customer service, phone and in person skills. coupled with outstanding communication and multitasking abilities. Proactive and independent professional commended for consistently resolving employee challenges with innovative solutions. Flexible and adaptable to changing priorities.
Overview
9
9
years of professional experience
Work History
Warranty Claims Administrator
I.A American warranty
Austin, TX
10.2021 - 04.2024
- Audited company's closed and complete claims with no resolution to determine approvals, denials, and reimbursement.
- Increased efficiency of claim payouts by implementing updated payment methods.
- Answered incoming calls and responded to customer inquiries.
- verified costumer and dealership service Manager claims information.
- Viewed legally binding contracts to determent coverage.
- Performed data entry tasks into computer databases from paper documents.
- generated authorization numbers to dealer service advisers to proceed with repairs.
- Responded promptly to customer complaints in a professional manner.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Applied knowledge of vehicle part numbers and pricing obtained from the dealership service department to perform thorough price checks through company resources. to determine converge amounts.
- Consistently ranked among the top three agents for claims rep every month.
- Provided customer service support by answering questions about pricing issues.
Customer Service Relations, Account Specialist/ Team Captain For General Motors
Alorica Inc./ Teleperformance
Austin, Texas
08.2019 - 01.2021
- Documented all incoming and outgoing calls accurately.
- Sustained regular communication with customers by personally making calls for over 80 cases.
- Organized and led team meetings using Skype and Microsoft Teams.
- Sustained regular correspondence with District Managers of after sales, and General Motors engineer team.
- Searched Policies and vehicle information for Customer.
- processed goodwill for non-resolution customers.
- Part of a specialized team that handled high-volume angry customers and focused on de-escalation techniques.
- As Team Captain, I implemented the process of reviewing, correcting, and approving agents' case closure submissions.
- Intervened as Stand in supervisor, effectively handling escalation calls for improved resolution.
- Provided extensive training to new agents on case handling techniques, time management, and proper documentation. as well as teach effective phone etiquette and techniques for de-escalating calls.
- Ran reports efficiently and accurately.
- Conducted individual coaching sessions to enhance team dynamics.
(BDC) Business Development Center Agent
Capitol Chevy
Austin, Texas
12.2017 - 10.2018
- Received inbound sales calls.
- Documented every phone call made or received.
- Responsible for Generating showroom traffic for the dealership.
- Made 80 to 95 outbound calls to generate appointments.
- Responsible for daily follow up.
- Cold called past sold Customers and spoke about our vehicle exchange program.
- Called unsold showroom customers as a customer service representative for feedback.
- Responsible for calling the internet leads to book Appointments for the dealership.
- Trained new BDC Reps and New salesmen ONN Phone efficacy, tone and verbiage.
- Escalations De-escalator.
Operator/ Customer Service Representative
Howdy Honda
Austin, TX
09.2015 - 07.2016
- Directed calls to the correct person or department.
- Received inbound sales calls.
- Logged calls for Sales representatives.
- Responsible for relaying proper information to customers.
- Collected data of service and sales calls.
- Responsible for auditing the amount of calls, entering data into excel spreadsheet for General Manager.
- Organized and filed sold vehicle slips for each Salesman.
- Responsible for fixing every phone in the dealership, activating extensions.
- Reviewed Honda internet leads and customer profiles to log current status for internet Manager
- Set in interviews for a new business development center.
- Consulting on new hires.
Skills
- Employee Supervision
- Time management skills
- Communication
- Customer service
- Sales experience
- Proficient with computer technology
- Efficient in XRM and CRM software
- Closer
- Presentation Creation
- Technical Documentation
Timeline
Warranty Claims Administrator
I.A American warranty
10.2021 - 04.2024
Customer Service Relations, Account Specialist/ Team Captain For General Motors
Alorica Inc./ Teleperformance
08.2019 - 01.2021
(BDC) Business Development Center Agent
Capitol Chevy
12.2017 - 10.2018
Operator/ Customer Service Representative
Howdy Honda
09.2015 - 07.2016