Catherine Lopez
Chino,CA
Summary
Seasoned Customer Associate with 15 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments. Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Customer Service Associate
Anthem Blue Cross
11.2007 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and actualized customer service initiatives to decrease wait times.
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Utilized internal software and tools to meet customer needs and resolved issues promptly
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Promoted available products and services to customers during service, account management, and order calls
- Responded proactively and positively to rapid change
- Solved problems with products and services by providing customers with technical support
Manager of Operations
R & L Accounting Services
02.2003 - 07.2007
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Introduced new methods, practices, and systems to reduce turnaround time
Education
Associate of Arts - Business Administration And Management
10.2004
Skills
- Quality Assurance
- Customer Retention Strategies
- Inbound and Outbound Calling in fast paced call center
- Provided superior customer service
- Flexibility innovation in resolving problems
- Possess effective communication skills
- Achieved 100% in all production standards
- Goal oriented with ability to learn new programs
- Supervise and train staff
- Claims review, researching & resolving issues
- Type confidential letters for members
- Data entry
Timeline
Customer Service Associate - Anthem Blue Cross
11.2007 - Current
Manager of Operations - R & L Accounting Services
02.2003 - 07.2007
Chaffey College - Associate of Arts, Business Administration And Management
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