Marco Lopez
Mission,TX
Summary
Professional with proven track record in client advisory and policy management. Adept at engaging with clients to understand their needs and delivering tailored insurance solutions. Emphasizes teamwork and adaptability, ensuring consistent results and client satisfaction. Exhibits strong negotiation and analytical skills.
Overview
19
19
years of professional experience
Work History
Administrative Assistant
Robert Beddow Designs
McAllen, TX
10.2006 - Current
- Multimedia Correspondence with clients
- Proofreading
- Editing
- Schedule appointments
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Licensed Agent
Globe Life American Income Division
Texas City, TX
06.2025 - 08.2025
- Find customized life insurance coverage plans for clients seeking to cover themselves and their families and process applications.
- Analyzed customer requirements to determine which products or services would provide best fit.
Customer Service
TTEC
McAllen, TX
03.2023 - 06.2025
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers
- Recognized as top performer within the team for consistently achieving high levels of customer satisfaction scores above 90%
- Provided exceptional customer service, consistently exceeding performance metrics.
Customer Service Representative
Teleperformance USA
Edinburg, TX
11.2018 - 03.2022
- Handled incoming calls and provided technical and billing support to customers subscribed to Xfinity and Cox Media Services
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Upsold additional products or services to customers based on their needs and preferences
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Agent/Customer Service
Black Turtle Services
McAllen, TX
09.2017 - 02.2018
- Input government assistance applications for natural disaster survivors to FEMA
- Modified prior applications
- Reviewed and submitted any discrepancy to proper departments
- Accessed and reviewed databases behind firewalls
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Market Trainer, Cashier, Service Assistant, Line Cook
Corner Bakery Cafe
McAllen, TX
10.2012 - 03.2017
- Trained and developed new dining room employees
- Vocally validated and visually verified orders
- Maintained cleanliness of designated station
- Produced and processed food orders
- Customer Service
- Managed cash sales
- Measured the effectiveness of training initiatives through quantitative and qualitative evaluations, refining approaches as needed for optimal results.
- Incorporated real-world examples into lessons, connecting theoretical concepts to practical applications.
- Contributed to the creation of best practices in market training, ensuring consistency across company locations.
- Ensured compliance with regulatory requirements related to employee education by maintaining accurate records of completed trainings and certifications.
Education
Associate of Arts - Interdisciplinary Studies
South Texas College
McAllen, TX06.2011
Associate of Arts - History
South Texas College
McAllen, TX06.2006
Skills
- Problem-solving
- Organizational skills
- Customer service and care
- Technical support
- Resolving customer issues
- Multitasking Abilities
- Adaptability and flexibility
- Active listening
- Problem-solving aptitude
- Reliability
- Excellent communication
- Teamwork and collaboration
Timeline
Licensed Agent
Globe Life American Income Division
06.2025 - 08.2025
Customer Service
TTEC
03.2023 - 06.2025
Customer Service Representative
Teleperformance USA
11.2018 - 03.2022
Agent/Customer Service
Black Turtle Services
09.2017 - 02.2018
Market Trainer, Cashier, Service Assistant, Line Cook
Corner Bakery Cafe
10.2012 - 03.2017
Administrative Assistant
Robert Beddow Designs
10.2006 - Current
Associate of Arts - Interdisciplinary Studies
South Texas College
Associate of Arts - History
South Texas College