Christina Lopez
Meridian,ID
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Web Design and Marketing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Customer Service Specialist
Target Local Marketing/IBiz Website
Boise , Idaho
09.2013 - Current
- Document conversations with customers to track requests, problems and solutions.
- Assist customers in making payments on accounts and setting up payment plans.
- Provide outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Build client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Secure client retention by driving service and product benefits, features and recommendations around clients' needs.
- Help customers open accounts, make deposits, update information and carry out range of routine actions.
- Recommended improvements to products and services to mitigate complaints.
- Relay productive customer feedback to marketing teams.
- Support operational improvements and resolution of problems to deliver top-notch customer service.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Educate customers on special pricing opportunities and company offerings.
- Field customer complaints and queries, fast-tracking them for problem resolution.
- Review customer account information to determine current issues and potential solutions.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Inform customers about billing procedures, processed payments and provided payment option setup assistance.
- Consult with customers to determine best methods to resolve service and billing issues.
- Make outbound calls to obtain account information.
- Assessed customer needs and upsold products and services to maximize sales.
- Answer inbound calls per and directed to individuals or departments.
- Review account and service histories to identify trends and issues.
- Set up and activate customer accounts.
- Worked with The Director of Marketing to develop customer service improvement initiatives.
Customer Service Representative
DIRECTV
Boise, ID
03.2000 - 06.2005
- Adhered to company food, safety, quality and sanitation policies.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Made outbound calls to obtain account information.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Assessed customer needs and upsold products and services to maximize sales.
- Answered 100+ inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
- Recommended improvements to products and services to mitigate complaints.
Education
High School Diploma -
Emmett High School
Emmett, ID05.1985
Skills
- Problem Resolution
- Project management
- Call Centers
- Customer Service
- Customer relations
- Credit card payment processing
- Problem-solving abilities
- Technologically savvy
- Courteous demeanor
- Inbound and Outbound Calling
- Project management abilities
- Adaptive team player
- Sales expertise
Hobbies
When I am not working, I enjoy hiking, kayaking and camping in the beautiful Idaho Mountains.
I am a well rounded person and I am able to find a good balance between work and play.
Timeline
Customer Service Specialist
Target Local Marketing/IBiz Website
09.2013 - Current
Customer Service Representative
DIRECTV
03.2000 - 06.2005
High School Diploma -
Emmett High School