Desiree Lopez
Colorado Springs,CO
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service 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
16
16
years of professional experience
Work History
Customer Service Representative
Conduent
01.2021 - 09.2023
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Maintain and update records of client interactions, inquiries and resolutions
- Analyze common issues and frequent causes of conflict and concern and made recommendations to facilitate improvement and positive change
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Presented and explained fees, clearly clarifying invoices and company policies.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
On-Site Resident Manager
Security Public Storage
Fresno, CA
02.2016 - 11.2016
- Maintained knowledge of payment policies and security practices
- Assisted teammates with sales-processing tasks to meet daily sales and promotions
- Completed B2B marketing practices
- Obtained signatures for financial documents and internal invoices
- Cleaned the property grounds and completed manager walks to ensure the safety of our tenants
- Processed evictions when needed using proper guidelines according to the law
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Prepared and submitted monthly tenant visit logs.
- Managed and oversaw operations, maintenance and administration of properties.
- Planned, scheduled and coordinated general maintenance or repairs for commercial or residential properties.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
- Managed day-to-day activities involving tenants, subcontractors and property management.
Manager, Customer Service
Alorica
Clovis, CA
03.2014 - 05.2015
- Created and fostered a culture of open communication, collaboration, teamwork and understanding of shared responsibilities
- Developed and implemented team goals, objectives and performance metrics aligned with business and client objectives and frequently measure and assess KPIs and performance
- Conducted regular team meetings to communicate updates, expectations, performance metrics and provide constructive feedback and coaching to drive client success
- Identify training and development needs and coordinated with internal teams to assess, create, deliver and facilitate trainings as necessary including Customer Service, Subject Matter experience and technical program training
- Acted as highest point of escalation and reviewed complex situations judiciously, partnering with client internal teams to ensure maximum outcome
- Reviewed and analyzed customer service data and reports, identified trends and patterns and made recommendations to both internal leadership and client account management teams
- Collaborated closely with departments such as QA, Workforce Management and Training to optimize process efficiencies, delivery service level agreements and create a culture of delighting clients through world-class customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Directed and supervised staff performance.
- Assisted customer service representatives by listening in on customer calls and suggesting techniques to close sales.
- Recruited and trained new employees to meet job requirements.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Established ambitious goals for employees to promote achievement and surpass business targets.
Shift Lead, Customer Service
Taco Bell
Clovis, CA
03.2010 - 03.2013
- Ensured daily scheduling included staggered breaks to ensure daily workflow was optimized to reach and exceed key performance indicators
- Utilized leadership duties by completing a daily manager walk, ensuring all work areas were kept clean and sanitized, according to food safety standards
- Implemented cash control by counting the safe at the beginning and end of each shift
- Collaborated with crew members to ensure detail oriented guest service was provided
- Provided exemplary staff management leadership by training crew members in conflict resolution, complaint resolution
- Provided excellent soft skills when dealing with escalated and upset customers, ensuring customer satisfaction.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Optimized profits by controlling food, beverage and labor costs.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Explained goals and expectations required of trainees.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Delegated work to staff, setting priorities and goals.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Coached staff on strategies to enhance performance and improve customer relations.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Promoted safe working conditions by monitoring safety procedures and equipment.
Server
Pardini's
Fresno, CA
01.2008 - 03.2010
- Implemented cash control by counting the cash register at the beginning and end of each shift, worked at the cash register during busy events, used excellent time management skills
- Provided detail oriented guest service and kept the work area sanitized and clean
- Worked on a team setting each other up for success.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Provided exceptional service to high volume of daily customers.
- Collaborated with kitchen staff to deliver food smoothly, adapting service based on customer requests and kitchen readiness.
- Walked among tables and refilled water and beverage glasses or took orders for more drinks and food.
- Greeted arriving guests and escorted each to assigned tables, took drink orders and answered questions about events.
- Carried appetizer and drink trays around events and maneuvered around guests and furniture without spilling.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Prepared quality products while maintaining proper food safety practices and presentation within service goal times.
- Re-stocked, organized and arranged service and food stations.
- Worked in fast-paced, ever-changing environment.
- Maintained clean and sanitized work area in accordance with food safety guidelines, avoiding cross-contamination of raw and prepared food products.
- Prepared and cooked food items according to recipes, menus and supervisor's instructions.
- Prepared workstations with ingredients and tools to increase efficiency.
- Cleaned and sanitized kitchen equipment, utensils and work stations.
Education
Skills
- MS-Office
- CPT Coding
- ICD-9
- ICD-10
- IVR
- HIPAA
- Medical Coding
- ERISA
- Health Insurance
- Customer Service
- Medical Billing
- Quality Assurance
- Management
- Communication
- Fraud
- Bill payment
- Files and records management
- Patient Billing
- HIPAA Compliance
- Insurance Verification
- Commercial and Private Insurance
- HIPAA Compliance Certification
- Clerical Support
- Billing and Collection Procedures
- Claims Processing
- Billing codes
- Regulatory Compliance
- Medical coding understanding
- ICD-9
- Electronic Claims
- Property Management
- Property Maintenance
- Lease Renewals
- Lease Agreements
- Collection Actions
- Resident assistance
- Sales and marketing aptitude
- Maintenance Requests
- Property Inspections
- Lead Generation
- Leasing and sales
- Property Marketing
- Resident Retention Programs
- Operations Management
- Staff Management
- Recruitment
- Customer-Oriented
- Employee Retention
- Staff Scheduling
- Conflict resolution techniques
- Organization and prioritization
- Food Service Background
- Shift Management
- Complaint resolution
- Supervisory skills
- Call Center Operations
- Retention Strategies
- Workforce Management
- KPI Tracking
- Staff Training
- Quality controls
- Team coaching
- Report Preparation
Languages
Spanish
Professional
Accomplishments
- Top Overall Score Card for a Manager in Verizon Wireless Customer Care September 2014
- Top Customer Satisfaction Score in Verizon Wireless Customer Care September 2014
Affiliations
- Volunteers regularly at Charitable events
- Community Outreach
Timeline
Customer Service Representative
Conduent
01.2021 - 09.2023
On-Site Resident Manager
Security Public Storage
02.2016 - 11.2016
Manager, Customer Service
Alorica
03.2014 - 05.2015
Shift Lead, Customer Service
Taco Bell
03.2010 - 03.2013
Server
Pardini's
01.2008 - 03.2010