Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Generic

Krisie Lopez

Fort Mill,SC

Summary

Dynamic customer service professional dedicated to delivering exceptional support and fostering strong customer relationships. Expertise in conflict resolution and effective communication ensures high levels of customer satisfaction and loyalty. Proven track record of collaborating with teams to adapt to changing needs while consistently achieving organizational goals through empathetic service. Recognized for a proactive approach and reliability, driving positive outcomes in every customer interaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Synchrony Bank
11.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.

Advocate Member Service Representative

UnitedHealthcare
09.2022 - 06.2023
    • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
    • Assisted members with correcting accounts, service, and system issues by educating on required forms and technical processes.
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
    • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
    • Verified customer identification and documentation for compliant transactions.
    • Handled complaints with prompt, courteous service to uphold professional reputation.

Patient Care Representative

CityMD
10.2021 - 09.2022
  • Reviewed each step of patient care and made proactive adjustments to avert issues.
  • Screened patients for financial assistance and aided in preparing required funding documents.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Provided subject matter expertise in case management and related procedures.
  • Responded to patient queries and concerns concerning insurance coverages and deductibles.
  • Worked closely with patients to deliver excellent and direct individualized patient care.
  • Worked with patients to schedule tests and procedures.
  • Monitored patient health records for accuracy to meet compliance with healthcare guidelines.

Assistant Retail Manager

Build A Bear Workshop Inc
10.2018 - 09.2021
  • Generated promotional plans designed to boost store traffic and revenue.
  • Successful in managing team of employees in retail store.
  • Tracked daily cash handling, reconciled sales and prepared bank deposits.
  • Helped develop and consistently enforced top-notch customer service standards across departments.
  • Trained employees monitored performance and conducted periodic reviews focused on continuous improvement.
  • Partnered with store and district management to capitalize on new retail business opportunities.
  • Produced regular sales reports, analyzed data and identified areas for improvement.
  • Engaged directly with customers to help and resolve complaints.
  • Created employee work schedules for optimum coverage and labor cost control.
  • Implemented strategies focused on increasing store sales and customer satisfaction.
  • Engaged directly with customers to offer assistance and resolve complaints.
  • Monitored inventory management and assisted with accurate, cost-effective ordering processes.


Education

High School Diploma -

East Side Community High School
New York, NY
06.2009

Skills

  • Service recommendations
  • Account management
  • POS systems expert
  • Sales expertise
  • Retail store support
  • Complaint resolution
  • Stocking and replenishing
  • Retail materials management
  • Critical thinking
  • Active listening
  • Customer relations
  • Complaint handling
  • Conflict resolution
  • Scheduling
  • Call management
  • Customer relationship management (CRM)
  • Assertiveness
  • Account updating

Certification

  • CM - Certified Manager Certification completed 10/2015
  • Food Handlers License Completed 4/2015
  • Home Health Aide Completed 06/2013
  • Orientation Of Paraprofessional Politics & HIPPA Completed 06/2013
  • Hospice Death And Dying Completed 05/2013

LANGUAGES

Spanish

Timeline

Customer Service Representative

Synchrony Bank
11.2023 - Current

Advocate Member Service Representative

UnitedHealthcare
09.2022 - 06.2023

Patient Care Representative

CityMD
10.2021 - 09.2022

Assistant Retail Manager

Build A Bear Workshop Inc
10.2018 - 09.2021

High School Diploma -

East Side Community High School

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