Heyli Franco-Lopez
Duluth,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Assurant
02.2017 - 03.2024
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Specialized in handling residential property insurance.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Managed six banks clients, about 30-40 calls per day between all six.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations.
- Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
Assistant Supervisor
HTH Builder Services
01.2014 - 02.2016
- Responsible for supervising and maintaining a team of skilled workers to execute commerical job requests.
- Worked closely with property management to maintain order and supply within the building maintenance team.
Education
High School Diploma -
Faith Academy
Buford, GA05.2014
Skills
- Complaint resolution
- Call center experience
- Excellent written and oral communication
- Customer Service
- Telephone Etiquette
- Good communication skills
- Data Entry
- Account updating
Certification
- Quality Compliance Certificate
- Adherence Certificate
Timeline
Customer Service Specialist
Assurant
02.2017 - 03.2024
Assistant Supervisor
HTH Builder Services
01.2014 - 02.2016
High School Diploma -
Faith Academy
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