Gina Lopez
Fort Worth,TX
Summary
Driven customer service professional with a proven track record in enhancing customer satisfaction and training staff. Adept at problem resolution and effective communication, consistently achieving high performance metrics.
Overview
26
26
years of professional experience
Work History
Customer Care Representative
Blackmon Mooring & BMS CAT
04.2021 - Current
- Addressed customer inquiries by implementing effective communication and problem-solving strategies.
- Managed high-volume calls, ensuring prompt and accurate responses to customer needs.
- Collaborated with team members to streamline processes, enhancing overall service delivery.
- Trained new staff on best practices for customer engagement and issue resolution.
- Maintained detailed records of customer interactions using CRM software for follow-up actions.
- Led initiatives to reduce response times, enhancing customer satisfaction ratings significantly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Customer Service Manager
CVS Pharmacy
12.1999 - 04.2021
- Led customer service team to achieve high satisfaction ratings through effective training and development programs.
- Implemented process improvements that enhanced operational efficiency, reducing response times for customer inquiries.
- Developed and executed strategies to address customer feedback, resulting in increased loyalty and repeat business.
- Oversaw daily operations, ensuring compliance with company policies and enhancing staff performance through coaching.
- Analyzed customer service metrics to identify trends and drive continuous improvement initiatives across the department.
- Collaborated with cross-functional teams to streamline workflows, improving overall service delivery and team collaboration.
- Managed conflict resolution processes, effectively addressing customer concerns while maintaining brand reputation and trust.
- Trained new hires on best practices in customer service, fostering a culture of excellence within the team.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Education
High School Diploma -
Amon Carter Riverside High School
Fort Worth, TXSkills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Payment processing
- Customer relations
- Appointment scheduling
- Documentation and reporting
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Email communication
- Phone etiquette
- Task prioritization
- Quality assurance
- Cultural awareness
- Stress management
- Email correspondence
Timeline
Customer Care Representative
Blackmon Mooring & BMS CAT
04.2021 - Current
Customer Service Manager
CVS Pharmacy
12.1999 - 04.2021
High School Diploma -
Amon Carter Riverside High School