Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Araceli Lopez

El Paso

Summary

Dynamic customer service professional with a proven track record in service delivery and exceptional multitasking capabilities. Expertise in managing high-performing teams to enhance customer satisfaction and drive business results while fostering professional relationships that contribute to profitability. Recognized for collaborative leadership and adaptability in fast-paced environments, along with proficiency in conflict resolution and process improvement. Committed to excellence and continuous growth, ensuring a positive impact on team performance and customer experiences.

Overview

15
15
years of professional experience

Work History

Customer service

Maximus
08.2023 - Current
  • Answer incoming call from Medicare beneficiaries in a professional way, with the purpose of answering their questions for first call resolution. Following business protocol, information accuracy, privacy and disclaimer on every call. Also adhere to HIPPA laws to guarantee that personal health information is kept secure.

Sales/ Customer service/ Team lead

Spectrum
12.2019 - 06.2022
  • As a sales agent my role was to offer and convince customers to obtain our triple play package (tv, home phone, internet) to new customers calling in to get spectrum services, assist with questions they had about their service.
  • Coached new team members on sale techniques and provided scoring through quality assurance program.
  • Reduced average handle time through effective communication training and improved knowledge of products/services offered.


Admin Assistant

Project Amistad
12.2017 - 08.2019
  • As a Admin Assistant I had to help clients with any question they had concerning the program they were under (Guardianship, Veteran, Aging and disability, Transportation, Obama care).
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.

Escalations Rep. / QA

Dish Network
01.2011 - 08.2017
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
  • Achieved high levels of customer satisfaction by demonstrating empathy, active listening skills, and solution-oriented thinking during interactions with customers facing difficulties.
  • Demonstrated exceptional problem-solving skills when faced with complex customer situations, leading to successful resolutions that restored customer confidence and trust in the company.
  • Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.

Education

GED -

El Paso Community College
01.2008

Office Occupations certificate -

IBC
01.2010

Skills

  • Skilled in independent problem solving
  • Proficient in Excel and Access for data management
  • Small team organization
  • Promote an organized office environment
  • Consistently meeting deadlines
  • Adaptable to change
  • Excellent Customer Service Skills
  • Policy enforcement
  • Customer satisfaction
  • Quality control
  • Professional telephone demeanor

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer service

Maximus
08.2023 - Current

Sales/ Customer service/ Team lead

Spectrum
12.2019 - 06.2022

Admin Assistant

Project Amistad
12.2017 - 08.2019

Escalations Rep. / QA

Dish Network
01.2011 - 08.2017

GED -

El Paso Community College

Office Occupations certificate -

IBC

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