Maline Lopez
Sandia Park,NM
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Consistently meets and exceeds productivity goals. Maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase loyalties.
Overview
25
25
years of professional experience
Work History
Hospice Family Caregiver/ Full Time Caregiver
Home Caregiver
04.2018 - Current
- Managed financial needs when necessary
- Ensured environment was as comfortable as possible
- Prepare meals for parent and other family members
- Maintain 100% clean driving record while transporting to appointments and/or errands
- Document important notes during visits and phone calls with doctors and nurses
- Conduct online research and gathered necessary phone numbers and created a before and after to do list for both parents
- Assistance with medication management according to physician instructions
Seasonal Customer Support Representative
TurboTax "INTUIT"/SITEL
03.2018 - 04.2018
- Represent the "INTUIT" TurboTax brand by demonstrating empathy for the customer and providing them the confidence that they can do their own taxes
- Assist first time taxpayers to owners of complex businesses who are working on their tax return with both products/software inquires, as well as with tax questions and calculations
- Utilize government websites and toolkits to seek out and deliver the right answer to the customer
- Document customer interactions and resolutions
- Apply defined practices, procedures, and company policies
- Direct and navigate customer via live video chat
Customer Service Representative
TOMS/SITEL
03.2015 - 07.2016
- Clearly define customer needs such as billing/ payments/ credit card issues, shipping/tracking, account creations/terminations,and returns/warranties
- Maintain knowledge of current policies, procedures, and security practices
- Learn and excel with new office technologies as they are developed and implemented
- Interface daily with superiors, bank installations, and shipping department
- Consistently met performance benchmarks in all areas (call handle time, 100% first call resolution, and customer surveys)
- Ensured active listening, patience, and empathy when handling escalated calls
Stay at Home Parent
Military Spouse
12.2001 - 03.2015
- Oversaw household budget, as well as spouses budget while deployed, 6 years living in Fort Hood, TX and 6 years living in Fort Bragg, NC
- Volunteered with the children's schools and after school activities. As well as traveling the East Coast for student athletics
- Maintained all inside and outside responsibilities in the home. Including (but not limited to) all purchases and care of vehicles and home
- Supported and assisted teacher with funding for the opportunity for which my daughter was the cover artist on a published book for the students
- Professionally catered and hosted gatherings in the home for soldiers, Non-Commissioned Officers, and Company Commanders
- During deployment of spouse, completed online correspondences courses (with 100% grade point average) to ensure promotions and enter elite military training schools such as Jump Master School and Warrant Officer School
- Member of the Quick Response Team during Operation United Response (2010 Haiti earthquake)
- Responsible for calls to families with information about their soldier throughout his/her deployment
- Provided assistance and comfort to families during overseas duty tours and deployments (Fort Hood, TX 2001-2006/Fort Bragg, Nc 2006-2014)
- Acquired home ownership, movement of household goods and family from state to state
- Successfully rented/sold property during times of deployment
Medical Records Clerk II
University of New Mexico Hospital
07.2000 - 12.2001
- Complete and file patient intake and discharge forms
- Answered and transferred calls on multiple-line telephones
- Collect and analyze data in patients new and old medical records
- Prepared patient charts, admissions, and consent forms accurately and neatly for the health care facility while maintaining patient/physician confidentiality
- Gather medical charts from clinics and basement storage as requested by patients, doctors, and lawyers
- Identity and resolve lost information with patient charts and emergency visits by studying inconsistencies closely
Education
High School Diploma -
APS
APSSkills
Time Management
Organization
Interpersonal and Communication Skills
Problem Solving
Patience and Compassion
Customer Service/Support
Medical Records
Live Chat
Transportation Assistance
Timeline
Hospice Family Caregiver/ Full Time Caregiver
Home Caregiver
04.2018 - Current
Seasonal Customer Support Representative
TurboTax "INTUIT"/SITEL
03.2018 - 04.2018
Customer Service Representative
TOMS/SITEL
03.2015 - 07.2016
Stay at Home Parent
Military Spouse
12.2001 - 03.2015
Medical Records Clerk II
University of New Mexico Hospital
07.2000 - 12.2001
High School Diploma -
APS