Luis Felipe Lopez Lopez

• Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
• Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
• Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
• Processed insurance policy cancellations and renewals quickly to meet call time targets.
• Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.

Sales department [Avas Flowers]

• Worked to build relationships with customers and built potential for additional sales.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Listened to clients and introduced solutions to satisfy business and personal needs.

Healthcare customer services [Call The Car]

• 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.
• Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.

Soft collections / Reminders [La Familia Auto Insurance]

• Worked in call center environment handling manual and automatically dialed outbound calls.
• Processed payments and applied to customer balances.
• Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
• Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.

• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Demonstrated strong organizational and time management skills while managing multiple projects.