Georgina Lopez
Customer Service Expert
El Paso,TX
Summary
A dedicated Customer Service Specialist providing a strong work ethic, adaptability, time management skills in fast-paced working environment with CRM systems paired with outstanding active listening. Successfully works as part of team to reach personal and business goals and experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and services. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Remote Customer Service Representative
Progressive Leasing
El Paso, TX
01.2023 - Current
- Managed high-volume inbound calls utilizing active listening to address customer inquiries and provide the best solutions
- Informed customers about billing procedures, processed payments, and provided payment options setup assistance
- Maintained customer privacy and protected company operations
- Reviewed and corrected files, records, and other obtained documents to respond to customer requests
- Located information contained in files to meet requests by supervisors and other departments.
Bilingual Interpreter Supervisor
TransPerfect
El Paso, TX
06.2022 - 10.2022
- Reviewed employee performance and provided ongoing feedback and coaching to improve performance
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness
- Compiled technical, legal or medical terminology and information used in translations.
- Delivered real-time, accurate oral translations and interpretations for clients
- Adhered to ethical codes protecting information confidentiality.
- Adjusted translations to interpreters' cognitive level and collaborated with other educational team members as necessary.
- Completed accurate and efficient data entry and database updates to support business operations.
- Reviewed database entries to verify regulatory compliance.
Sales and Retention Supervisor
Continuum Global Solutions
El Paso, TX
05.2018 - 02.2021
- Trained employees in best practices and protocols while managing teams to maintain optimal productivity and exceed monthly goals
- Held weekly one-on-one meetings with employees to review performance, provide feedback, and implement SMART goals
- Supported team members by assisting in upselling products and services, closing sales, creating value to retain customers, and resolving technical issues
- Delivered continuous training to associates to maximize performance and customer relations skills
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Analyzed employment-related data and prepared reports.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Customer Retention Specialist
Continuum Global Solutions
El Paso, TX
10.2016 - 05.2018
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service and de-escalating
- Maintained knowledge of current promotions, guidelines, payment policies, and security practices
- Asked probing questions to determine service needs, presented value-based solutions, and upheld quality control policies.
- Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Maintained database by entering new and updated customer and account information.
Education
Bachelor of Science - Business Administration
Post University
05.2025
Skills
- Verbal and Written Communication
- Multitasking and Prioritization
- English/Spanish Translation and Interpretation Services
- De-escalation Techniques
- Efficient and Detail-Oriented
- Upselling Products and Services
- Customer Retention Strategies
- 45 wpm Typing Speed
- Customer Data Confidentiality
- Remote Office Availability
- Data Entry and Maintenance
- MS Office
- LiveChat Messaging
- Strong Analytical and Problem-Solving Skills
- Call Center Operations
- Data Transcription
- Proficient with Salesforce, Zendesk, CRM, Zoom, Webex, Avaya, Twillio
Timeline
Remote Customer Service Representative
Progressive Leasing
01.2023 - Current
Bilingual Interpreter Supervisor
TransPerfect
06.2022 - 10.2022
Sales and Retention Supervisor
Continuum Global Solutions
05.2018 - 02.2021
Customer Retention Specialist
Continuum Global Solutions
10.2016 - 05.2018
Bachelor of Science - Business Administration
Post University
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