Lucia Lopez
JACKSONVILLE,NC
Summary
Results-oriented bilingual customer service representative with extensive experience in healthcare settings. Skilled in CRM software, patient education, and conflict resolution. Committed to delivering exceptional service while ensuring compliance with healthcare regulations.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Service Representative
Results CX
Remote
07.2025 - Current
- Assisted customers with inquiries regarding healthcare services and policies.
- Processed patient information efficiently using electronic health record systems.
- Resolved customer complaints by identifying issues and providing appropriate solutions.
- Collaborated with healthcare professionals to ensure accurate information delivery.
- Educated patients on insurance benefits and claims processes effectively.
- Maintained up-to-date knowledge of healthcare regulations and service offerings.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Bilingual Customer Service Representative
Toi Toi USA
Jacksonville, NC
09.2023 - 06.2025
- Resolved customer inquiries in both English and Spanish, enhancing communication effectiveness.
- Processed orders accurately using CRM software, ensuring timely fulfillment and customer satisfaction.
- Assisted customers with product selection, demonstrating in-depth knowledge of company offerings.
- Educated clients on service features, promoting upselling opportunities and improved customer engagement.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Bilingual Customer Service Representative
Teleperformance USA
Remote
04.2020 - 09.2024
- Collaborated with team members to streamline workflows, reducing response times for customer issues.
- Developed training materials for new hires, contributing to onboarding efficiency and knowledge retention.
- Analyzed customer feedback to identify trends, recommending process improvements for enhanced service delivery.
- Managed escalated concerns effectively, fostering positive relationships and maintaining client loyalty.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
Paralegal/Town Clerk
Town of Princeville
Tarboro, NC
04.2018 - 03.2020
- Drafted legal documents and correspondence for municipal proceedings.
- Conducted legal research to support case preparation and strategy development.
- Managed case files, ensuring compliance with town regulations and deadlines.
- Assisted attorneys in trial preparation, including evidence organization and witness coordination.
- Reviewed contracts and agreements for accuracy and compliance with local laws.
- Reduced attorney workload by drafting routine legal documents such as pleadings, motions, and affidavits.
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
Paralegal/Office Manager
The Cueller Law Office
Indianapolis, IN
05.2014 - 02.2018
- Conducted legal research to support case preparation and strategy development.
- Drafted and reviewed legal documents, ensuring compliance with regulations and accuracy.
- Managed case files, maintaining organized records for efficient retrieval and tracking.
- Coordinated communication between clients, attorneys, and external parties to facilitate case progress.
- Assisted in trial preparation by organizing exhibits and preparing witness lists effectively.
- Contributed to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
Education
High School Diploma -
Lynwood High
Lynwood, CAParalegal -
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Claims processing
- Policy adherence
- Insurance claims follow-up
- Patient eligibility verification
- Eligibility determination
- Inbound call management
- De-escalation techniques
- Call center operations
- Customer relationship management (CRM)
Languages
Spanish
Native or Bilingual
Timeline
Healthcare Customer Service Representative
Results CX
07.2025 - Current
Bilingual Customer Service Representative
Toi Toi USA
09.2023 - 06.2025
Bilingual Customer Service Representative
Teleperformance USA
04.2020 - 09.2024
Paralegal/Town Clerk
Town of Princeville
04.2018 - 03.2020
Paralegal/Office Manager
The Cueller Law Office
05.2014 - 02.2018
High School Diploma -
Lynwood High
Paralegal -
Ivy Tech Community College of Indiana