Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Tony's best people award three times
Languages
Timeline
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Ida Lopez

Garland,TX

Summary

Dynamic Customer Services Help Desk Representative with FedEx, recognized for enhancing customer loyalty through exceptional support and problem-solving skills. Expert in complaint handling and cross-functional collaboration, contributing to a significant reduction in issue resolution timeframes. Committed to delivering tailored solutions and maintaining high service standards.

Professional with strong background in customer support, adept at resolving issues efficiently and maintaining high standards. Skilled in communication, problem-solving, and using customer service software. Known for teamwork, adaptability, and achieving results in fast-paced environments. Reliable and focused on delivering exceptional service consistently.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Customer Services Help Desk Representative

FedEx
04.2001 - Current
  • Established strong relationships with clients, fostering trust and loyalty through consistent high-quality support.
  • Maintained a high level of product knowledge, ensuring accurate information was provided to customers during support interactions.
  • Supported the implementation of new technologies aimed at enhancing customer experience throughout the support process.
  • Collaborated with cross-functional teams to resolve complex problems and improve overall support processes.
  • Contributed to the creation of an internal knowledge base for faster issue identification and resolution.
  • Served as a subject matter expert in troubleshooting software applications used by clients, reducing issue resolution timeframes significantly.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • 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.

Education

Associate of Arts - Management

North Lake College
Dallas Texas

Bachelor of Science - Paralegal Studies

Texas Wesleyan University
Fort Worth, TX

Associate of Science - Paralegal Studies

El Centro College
Dallas Texas

Associate of Science - Real Estate

North Lake College
Dallas, TX

High School Diploma -

Alamo Heights High School
San Antonio, TX
05-1977

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • Cross-functional support
  • Problem solving
  • Retention
  • Subject matter resolution
  • Active listening
  • Meeting dead lines
  • Effectively mange my work schedule

Accomplishments

  • Best Employee in people award three times
  • Peak Hero 2024
  • Bravo Zulu
  • Five Star winner
  • Tiger sales award

Certification

  • Licensed Real Estate

Tony's best people award three times

The people choice award was a peer recognition award where colleagues nominated and voted for an individual who demonstrated outstanding qualities and contributions like communication, teamwork, empathy, and the ability to create a positive work environment. Having won this award was an honor to receive this award from my peers. Having won this award three times is beyond awesome. Peak Hero award 2024 several Bravo Zulu's awards for outstanding performance contribution. Five Star award. 

Languages

Spanish

Timeline

Customer Services Help Desk Representative

FedEx
04.2001 - Current

Associate of Arts - Management

North Lake College

Bachelor of Science - Paralegal Studies

Texas Wesleyan University

Associate of Science - Paralegal Studies

El Centro College

Associate of Science - Real Estate

North Lake College

High School Diploma -

Alamo Heights High School

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