Edith Lopez
Thousand Palms,CA
Summary
Accomplished Customer Service Representative with a proven track record at DAP, excelling in active listening and critical thinking. Enhanced customer satisfaction and loyalty by resolving disputes efficiently. Bilingual in Spanish, adept in Microsoft Word, and recognized for consistently exceeding performance metrics,
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
DAP
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained staff on operating procedures and company services.
Customer Service Representative
Borrego Community Health
08.2013 - 09.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Advance America
02.2009 - 06.2010
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
No Degree - English-as-a-Second-Language Education
College of The Desert
Palm Desert, CAVocational Training - CPT Coding And ICD 9
Mayfiled College
Cathedral City, CA01-2013
Indio High School
Indio, CA06-2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Bilingual Spanish
- Medical Front Office
- Microsoft Word
- ICD9 and CPT Coding
- Scheduling
- Management
- Filling
- Medical Billing
- Cash Handling
- Bank Reconciliation
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Microsoft outlook
- Follow-up skills
- Appointment scheduling
- Documentation
- De-escalation techniques
- Service standard compliance
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
DAP
08.2023 - Current
Customer Service Representative
Borrego Community Health
08.2013 - 09.2021
Customer Service Representative
Advance America
02.2009 - 06.2010
No Degree - English-as-a-Second-Language Education
College of The Desert
Vocational Training - CPT Coding And ICD 9
Mayfiled College
Indio High School