Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Cindy Lopez

Laurel,MD

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Exceptional ability to effectively communicate with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high pressure situations.

Overview

6
6
years of professional experience

Work History

Call Center Customer Service Representative

Passport Auto Group
10.2022 - Current
  • Managed Customer Satisfaction and Appointments through Kimoby platform for all 9 of company's dealerships.
  • Handled 150+ calls daily including intaking new customers and retrieving customer data necessary for scheduling appointments.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed and updated databases to handle customer data.
  • Trained new personnel regarding company operations, policies and services.

Sales Lead Keyholder

Verge Mobile
09.2020 - 09.2022
  • Completed store opening and closing procedures.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Provided sales feedback to management to address concerns in sales reports.
  • Upsold customers by recommending accessories and promotions to increase revenue.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Informed customers of current store promotions to encourage additional sales purchases.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
  • Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
  • Promoted business' development by building and maintaining relationships with new clients.
  • Recruited, hired and trained over 8 new team members in 1 year.

Hostess

Boqueriarestaurant
04.2019 - 05.2020
  • Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Informed servers of newly seated parties for speedy service.
  • Documented reservations, alerted servers and managers of large groups and prepared seating.
  • Call Reservations Day Prior to Confirm, or Adjust to assure tables reserved.
  • Assigned patrons to tables suitable for needs and restaurant section rotation.
  • Watched dining area staff to evaluate server loads and calculate accurate wait times.
  • Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow
  • Supported servers, food runners and bussers with keeping dining area ready for every guest
  • Supervised server balance and monitored table turnover to accurately seat customers
  • Reported problematic guests to management to foster safe and pleasant environment
  • Checked in with servers to confirm preparedness before seating customers

Cashier Team Lead

Baja Fresh
09.2017 - 03.2019
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Used POS system to enter orders, process payments and issue receipts.
  • Continuously checked products for quality assurance according to strict guidelines
  • Learned all required tasks quickly to maximize performance
  • Operated register to process payments and collect cash payment for order totals
  • Kept work areas clean, organized and safe to promote efficiency and team safety

Education

High School Diploma -

Northwestern High School
Hyattsville, MD

Skills

  • Spanish Interpreting
  • Attention To Detail
  • Call Center Operations
  • Customer Service
  • Decision Making Problem Solving
  • Escalation Management
  • Effective Customer Communication
  • Customer Satisfaction
  • Building Customer Relationships and Loyalty
  • Revenue Generation
  • Persuasive Selling
  • Received 5 Star Customer Service Satisfaction through Company Surveys and Google Reviews

Accomplishments

  • Managed the Highest Earnings in Features award winning sales rep at Verge Mobile.
  • Achieved $20k+ in Sales/Company Revenue in 1 month alone at Verge Mobile.

Languages

Spanish
Native or Bilingual

Timeline

Call Center Customer Service Representative

Passport Auto Group
10.2022 - Current

Sales Lead Keyholder

Verge Mobile
09.2020 - 09.2022

Hostess

Boqueriarestaurant
04.2019 - 05.2020

Cashier Team Lead

Baja Fresh
09.2017 - 03.2019

High School Diploma -

Northwestern High School

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Cindy Lopez