Brenda Lopez
Kersey,CO
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated at Telmex through expert complaint handling and active listening. Skilled in critical thinking and Microsoft Outlook, adept at resolving high-stress situations and boosting team performance. Achieved significant improvements in customer retention and operational efficiency by leveraging problem-solving abilities and data entry skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Telmex
05.2023 - 06.2024
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager
Pizza Hut
09.2019 - 11.2022
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
Supervisor
ARC Thrift Stores
08.2013 - 11.2017
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
High School Diploma -
Center For Academic Success
Douglas, AZ05.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Money handling abilities
- Complaint Handling
- Microsoft Outlook
- Follow-up skills
- Appointment Scheduling
- Order Processing
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
Telmex
05.2023 - 06.2024
Manager
Pizza Hut
09.2019 - 11.2022
Supervisor
ARC Thrift Stores
08.2013 - 11.2017
High School Diploma -
Center For Academic Success
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