Hemilka Lopez
Lowe's Companies, Inc.
San Antonio
2
Languages
16
years of professional experience
Results-driven Customer Service Professional with over three years of experience delivering exceptional customer support in a high-volume remote contact center. Recognized as a top-performing associate, earning Employee of the Month honors three times and consistently exceeding performance expectations. Trusted to mentor and support peers, resolve complex customer concerns, and collaborate with stores, leadership, vendors, and cross-functional teams to deliver timely, customer-focused solutions. Known for professionalism, sound judgment, empathy, and strong written and verbal communication. Bilingual in English and Spanish, committed to strengthening customer relationships, protecting the Lowe's brand, and delivering exceptional customer experiences that reflect the company's values.
Work History
Customer Experience Professional
3 Years 4 Months- Deliver exceptional customer service in a high-volume remote contact center by resolving complex customer concerns with professionalism, empathy, and urgency.
- Manage escalated customer interactions, exercising sound judgment to identify appropriate solutions while balancing customer satisfaction with Lowe's policies and business objectives.
- Collaborate with stores, vendors, delivery partners, and cross-functional teams to coordinate timely resolutions.
- Build customer trust and strengthen customer relationships by effectively de-escalating challenging situations and maintaining proactive communication throughout the resolution process.
- Utilize multiple Lowe's systems and resources to investigate issues, analyze information, and determine the most effective solutions for complex customer situations.
- Maintain complete and accurate case documentation to ensure accountability, continuity, and a consistent customer experience.
- Successfully transitioned from Customer Care to PRO Loyalty, quickly adapting to new processes, accepting stretch assignments, and providing administrative support to the team.
- Mentor and support fellow associates by sharing best practices, assisting with complex customer concerns, answering process questions, and serving as a dependable resource during daily operations.
- Consistently exceeded performance expectations, achieving an Overall Exceeds Goal Rating of 96.34, including Quality (98.00), ASAT (95.06), Reliability (99.66), and Efficiency (102.07).
- Earned Employee of the Month recognition in July 2024, August 2024, and November 2025, demonstrating sustained excellence in customer service and performance.
- Ranked #6 company-wide among Customer Service Professionals based on overall performance and service metrics.
Office Assistant
4 Years 8 Months- Managed daily office operations, ensuring efficient workflow and exceptional customer service.
- Built strong relationships with customers by resolving concerns professionally and maintaining a high level of customer satisfaction.
- Coordinated schedules, vendor communications, and service requests while ensuring timely completion of work.
- Managed billing, invoicing, accounts receivable, and financial records with accuracy and attention to detail.
- Supervised administrative processes and supported team members to improve efficiency and productivity.
- Resolved customer concerns by identifying solutions that balanced business objectives with customer needs.
- Maintained confidential records and ensured compliance with company policies and procedures.
Administrative Assistant
2 Years 5 Months- Supported daily business operations through administrative, clerical, and customer service functions.
- Managed calendars, correspondence, and confidential client documentation with a high degree of accuracy.
- Assisted clients by providing timely information and coordinating appointments and follow-up activities.
- Prepared reports, maintained records, and ensured accurate documentation of business transactions.
- Worked collaboratively with team members to support office efficiency and deliver outstanding client service.
- Trained new staff on office procedures and software applications, fostering a collaborative work environment.
- Led initiatives to enhance office organization, contributing to a more effective workspace for staff collaboration.
Education
Associate of Arts - (53 Credits Completed)
- Dean's List
Skills
Bilingual: English & Spanish
Account Management & Client Relations
Mentoring & Coaching Team Members
Communication & Cross- Functional Collaboration
Problem Solving & Conflict Resolution
Time Management & Organization
Data Tracking and Reporting
Salesforce CRM
Cisco Finesse
Microsoft Teams
Microsoft office Suite
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Experience Professional
Lowe's Companies, Inc.
04.2023 - CurrentRead More
Office Assistant
EM Auto Center / Lukoil
09.2017 - 05.2022Read More
Administrative Assistant
David R Johnson, CPA Firm
01.2011 - 06.2013Read More
Hillsborough Community College
Associate of Arts from (53 Credits Completed)
Read More