Catari Lopez
Cordova,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Terminix
08.2023 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bilingual Customer Service Representative
AT&T
04.2021 - 08.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
Bilingual Call Center Agent
Verizon Wireless
03.2018 - 05.2021
- Improved first-call resolution rates through effective problem-solving skills and comprehensive knowledge of company offerings.
- Boosted customer service satisfaction ratings through consistent quality control.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Attended telephone skills and program information training sessions to boost aptitude.
- Educated customers on company systems, form completion, and access to services.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Health And Human Performance -
University of Memphis
Memphis, TN05.2015
High School Diploma -
Wooddale High School
Memphis, TN05.2010
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Problem Resolution
- Complaint Handling
- Critical Thinking
- Microsoft Excel
- Technical Support
- Customer Relationship Management (CRM)
- Data Collection
- Multi-line phone talent
- Live chat support
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Terminix
08.2023 - 06.2024
Bilingual Customer Service Representative
AT&T
04.2021 - 08.2023
Bilingual Call Center Agent
Verizon Wireless
03.2018 - 05.2021
Health And Human Performance -
University of Memphis
High School Diploma -
Wooddale High School
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