Atalie Lopez
Summary
Adept at enhancing customer satisfaction and streamlining operations, I leveraged my problem-solving skills and expertise in call handling to significantly improve team performance at Verizon Wireless. My ability to build rapport and communicate effectively has consistently driven positive outcomes, showcasing my commitment to excellence and efficiency in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Delivery Driver
Roadie
07.2022 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Managed customer inquiries and complaints in polite and professional manner.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Verified accuracy of all deliveries against order forms.
- Kept detailed mileage and fuel reports to track overall fuel costs.
Personal Shopper
DoorDash
12.2021 - Current
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
- Worked productively with customers to meet order requirements and service expectations.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Customer Service Sales Representative
UncommonGoods
08.2022 - 12.2023
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Customized sales pitches to match customer needs, leading to higher conversion rates.
- Conducted product demonstrations, educating customers and stimulating interest.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Streamlined returns process, reducing wait times and improving customer experience.
- Organized promotional events, increasing brand awareness and customer engagement.
Supervisor
ADT (Emerge 360)
10.2020 - 02.2021
- Oversaw work of 30+ employees each day, monitoring activities and assigning tasks to cover demands.
- Improved team performance by offering direction and hands-on support.
- Verified employee performance, checking each job and retraining or disciplining to correct problems.
- Adapted to changing company demands, helping staff adjust methods to achieve new objectives.
- Brought in well-qualified employees to fill important vacancies, targeting recruitment strategies to reach key candidates.
- Offered actionable solutions for customer concerns by following internal database prompts and company scripts.
- Completed routine transactions for customers such as opening accounts and processing payments.
- Answered incoming calls, chat messages, and email communications to handle Product or service concerns.
- Covered daily office workloads through effective staffing and resource coordination.
- Motivated employees to continuously grow knowledge and enhance abilities.
- Resolved customer complaints and answered customers questions regarding policies and procedures.
- Empowered employees to independently resolve problems and disputes.
- Supervised work of office, administrative, and customer service employees to verify adherence to quality standards, deadlines, and proper procedures.
Personal Shopping Assistant
Instacart
02.2018 - 10.2020
- Enhanced customer satisfaction by providing personalized shopping recommendations based on individual preferences and needs.
- Facilitated seamless transactions by handling payment processing, returns, exchanges, and any issues that arose during the process.
- Maintained a high level of product knowledge across various industries to provide expert advice to clients in diverse fields.
- Handled complex requests such as locating hard-to-find items or sourcing products .
- Streamlined purchasing processes for clients, ensuring timely delivery of products.
Delivery Driver
Amazon
02.2018 - 10.2020
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Verified accuracy of all deliveries against order forms.
- Upheld high standards of professionalism while representing the company during interactions with customers.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Boosted overall efficiency by effectively managing multiple tasks simultaneously, such as loading and unloading vehicles, route planning, and paperwork completion.
- Supported warehouse operations when needed, contributing to a well-rounded understanding of company logistics processes.
Customer Service Representative
New York State of Health
07.2017 - 01.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Sold both common and specialized policies to area businesses and individuals.
- Promoted insurance policy sales with persuasive explanations of plan features and advantages against competitor options.
- Customized insurance programs for individual customers to cover target risk types.
- Set up clients with new policies, including calculating premiums and establishing payment methods.
- Resolved issues based on thorough investigations of concerns.
- Completed inquiries and followed up with customers to share findings and offer solutions.
- Met inbound customer needs while maintaining strict performance targets.
- Updated records with all interactions and customers transactions.
- Assisted with tasks and work duties during slow periods to maintain team productivity.
Customer Care Team Lead
Verizon Wireless
05.2015 - 05.2017
- Processed refunds, exchanges, and company credits for customers facing issues.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Implemented solutions for service issues and recorded customer interactions.
- Followed up with previously assisted customers to offer additional support and check satisfaction with
resolutions. - Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions.
Answered minimum of 50 inbound calls each day to handle various concerns, set appointments, and close
sales. - Assisted each and every customer with first call resolution with expertise, prepared scripts, and good
research abilities. - Resolved issues based on thorough investigations of concerns.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise,
refunding money, or adjusting bills. - Avoided revenue losses with diligent attention to customers' needs and complaints.
- Identified causes of product malfunctions and credited affected customers.
- Met inbound customer needs while maintaining strict performance targets.
- Sold products to customers during routine service calls using strong cross-selling abilities.
- Updated records with all interactions and customers transactions.
- Resolved customer grievances consistently, collaborating with team members to achieve creative solutions.
- Helped improve processes and products by relaying customer feedback.
- Diagnosed and resolved technical hardware and software issues.
- Diagnosed and resolved faults based on technical knowledge.
- Helped users via telephone to diagnose and triage problems. Oversaw work of 50+ employees each day, monitoring activities and assigning tasks to cover demands.
- Improved team performance by offering direction and hands-on support.
Thrift Store Clerk
Savers Thrift Store
07.2014 - 05.2015
- Increased customer satisfaction by providing excellent service and addressing inquiries in a timely manner.
- Improved store organization and appearance by merchandising items according to established guidelines.
- Provided training and support for new hires, fostering their growth within the company.
- Handled customer complaints professionally, resolving issues promptly while maintaining positive brand perception.
- Performed routine maintenance tasks such as restocking shelves or organizing storage areas for maximum efficiency.
- Worked closely with management to implement promotional strategies that aligned with overall business objectives.
- Maintained clean and organized workspaces throughout the store, enhancing overall shopping experience for customers.
- Promoted store events and special offers to customers, contributing to increased foot traffic and sales revenue.
- Participated in regular staff meetings to discuss workflow improvements and share best practices among team members.
- Assisted with the intake and sorting of donated items, ensuring high-quality merchandise was available for sale.
- Assisted customers by answering questions and fulfilling requests.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
No Degree - Automotive Mechanics
Boces
Webster, NY06-2014
Skills
- Written and oral communication
- Customer inquiries
- LiveChat
- Keyboarding
- Escalation management
- Account updating
- Sales strategy
- Call handling
- Script adherence
- Goal orientation
- Problem-solving skills
- Customer communications
- Verbal and written communication
- Resolving issues
- Gathering information
- Answering questions
- Logging call information
- Communicating with clients
- Building rapport
- Inbound phone calls
- Calm disposition
- Credit adjustments
- Call logging
- Call documentation skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Sales Representative
UncommonGoods
08.2022 - 12.2023
Delivery Driver
Roadie
07.2022 - Current
Personal Shopper
DoorDash
12.2021 - Current
Supervisor
ADT (Emerge 360)
10.2020 - 02.2021
Personal Shopping Assistant
Instacart
02.2018 - 10.2020
Delivery Driver
Amazon
02.2018 - 10.2020
Customer Service Representative
New York State of Health
07.2017 - 01.2018
Customer Care Team Lead
Verizon Wireless
05.2015 - 05.2017
Thrift Store Clerk
Savers Thrift Store
07.2014 - 05.2015
No Degree - Automotive Mechanics
Boces