Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carlos Lopez

Pasadena,United States

Summary

A customer service representative with several years of applicant and customer experience, specializing in immigration law, case management in CDBG - Disaster Recovery, sales, communication, and accounting. Adept at delivering quality service to diverse customers/applicants and managing high call volume efficiently to ensure satisfaction.

Overview

8
8
years of professional experience

Work History

Client Representative

Meneses Law
01.2024 - Current
  • Logged and responded to client inquiries to improve service processes.
  • Conducted regular check-ins with clients to ensure satisfaction and proactively address potential issues.
  • Maintained detailed records of client interactions, facilitating seamless handovers during employee transitions.
  • Implemented process improvements that reduced errors and boosted efficiency within the Client Services department.
  • Resolved customer service inquiries that required research and interactions with legal departments.
  • Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
  • Maintained accounting records utilizing in-house and client systems.
  • Managed a diverse portfolio of clients, maintaining a high level of professionalism at all times.
  • Streamlined internal processes for efficient client communication, reducing response time significantly.
  • Trained new hires on best practices for managing client accounts, contributing to improved team performance overall.

Case Manager - CDBG - Disaster Recovery

Horne LLP contracted through Connect Staffing
11.2021 - 12.2023
  • Managed caseload ranging from 70-300 files
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Conducted pre-construction meetings where applicants and builder were present to sign several program documents
  • Kept accurate records of all applicant interactions, including file updates, intake requirements, program milestones, and requested documentation, etc
  • Handled applicant inquiries, answered questions, and resolved problems in a timely manner via email or phone call
  • Gathered applicant documentation via email, fax, or in-person consultation, and uploaded to program system of record (OnBase - Canopy)
  • Maintained a working knowledge of program eligibility requirements and applicant needs
  • Created temporary relocation packages for eligible applicants
  • Reconciled relocation receipts to program files
  • Scheduled move out dates and assisted with utility disconnection process
  • Contacted mortgage lenders via fax or email for Lender Consent process
  • Demonstrated ability to work independently and as part of a team
  • Conducted regular follow-up visits to assess progress and provide additional assistance
  • Communicated with builders to provide detailed construction updates
  • Assisted with main line queue for high call volume situations, for both English and Spanish speakers
  • Provided as a back-up admin for several offices.


Inside Sales/Warehouse Manager

GTS Equipment contracted through Cinco Staffing
05.2021 - 10.2021
  • Completed daily cold calling and outreach to build sales
  • Built, managed, and developed a sales team comprised of 4 individuals, provided coaching and mentorship, conducted performance evaluations, and established inclusive work cultures
  • Built rapport with clients by providing quality customer service and problem solving
  • Streamlined inventory management to eliminate the need for stock replenishment
  • Performed a full audit of inventory and sales reports, ensuring accuracy
  • Accurately tracked customer orders, identified, and resolved any issues during order fulfillment
  • Updated accounts and maintained long-term relationships with clients
  • Collaborated with vendor representatives and company customers to set up optimal delivery schedules
  • Managed and recorded leads from outbound telephone marketing.

Warehouse Associate

Ready Cable Inc
08.2019 - 04.2021
  • Processed incoming shipments upon package receipt by scanning boxes and envelopes and using Quickbooks to update system
  • Followed up with customers after completed sales to assess product satisfaction and resolve technical or service concerns
  • Checked packages and merchandise for damage and notified vendors
  • Proficiently managed order picking, fulfillment, inventory, and product tracking processes
  • Administered and maintained a workflow spreadsheet for the warehouse, ensuring that everything was scheduled and accounted for
  • Wrapped pallets in shrink wrap prior to loading
  • Operated forklifts to transfer inventory to and from target destinations
  • Labeled and accurately moved customer orders to meet shipment timeframes and minimize errors
  • Evaluated supplies and product inventory to check for quality and quantity issues and returned damaged materials to vendors
  • Completed daily cycle counts and quarterly inventories and resolved variances to maintain inventory accuracy
  • Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval
  • Recorded information, shortages, and discrepancies to keep records current and accurate
  • Prepared orders for shipment by systematically picking, packing, and labeling merchandise
  • Verified quantity and description of materials received by checking merchandise and packing list.

Assistant Store Manager

Mattress Overstock
08.2016 - 02.2019
  • Developed and delivered engaging sales presentations to convey product benefits
  • Showcased product features to customers and discussed technical details to close sales
  • Upheld high standards of customer service by promoting and upselling new products and services
  • Promoted and up-sold products and services to meet needs of customers
  • Drove team revenue totals by bringing in top sales numbers
  • Computed total cost and profit requirements for customer sales to provide accurate pricing
  • Effectively sold significant overstock of inventory, reducing overhead and improving cash flow
  • Achieved monthly sales goals by promoting product benefits and engaging with potential customers
  • Performed market analysis and researched latest trends
  • Took detailed notes of progress, processes, and industry details to better understand marketing and company protocols
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided primary customer support to internal and external customers
  • Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
  • Prepared orders to orchestrate transfers, tracked transactions, and documented activities with detailed records.

Education

Associate of Arts - Business Administration

San Jacinto College
12.2019

Skills

  • Bilingual
  • Customer Service
  • Case Management
  • Regulatory Compliance
  • Accounting
  • Microsoft Office Suite and MacOS systems
  • Detail Oriented
  • Verbal and written communication
  • Document Processing
  • Time Management

Timeline

Client Representative

Meneses Law
01.2024 - Current

Case Manager - CDBG - Disaster Recovery

Horne LLP contracted through Connect Staffing
11.2021 - 12.2023

Inside Sales/Warehouse Manager

GTS Equipment contracted through Cinco Staffing
05.2021 - 10.2021

Warehouse Associate

Ready Cable Inc
08.2019 - 04.2021

Assistant Store Manager

Mattress Overstock
08.2016 - 02.2019

Associate of Arts - Business Administration

San Jacinto College

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Carlos Lopez