Melissa Lopez
Yuma,AZ
Summary
Dynamic and results-oriented professional with extensive experience in customer service roles, including a notable position at Willis Towers Watson. Excelled in bilingual communication and critical thinking, significantly enhancing customer satisfaction and team efficiency. Skilled in data entry and active listening, adept at staff training and leveraging technical support to exceed performance metrics.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Distance Learning Company
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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Bilingual CSR
Willis Towers Watson
01.2021 - 03.2023
- Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
- Served as a valuable resource for new hires, sharing best practices for navigating cross-cultural interactions successfully within a CSR role.
- Contributed to a positive work environment with strong collaboration between team members in a bilingual call center setting.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
- Assisted colleagues with language barriers, fostering teamwork and cooperation across the department.
- Exceeded performance metrics consistently, demonstrating exceptional skills in handling high volumes of calls in two languages.
- Resolved complex issues by leveraging bilingual skills to understand customer needs and provide effective solutions.
- Improved overall efficiency by translating company documents and communications for non-English speaking staff members.
Pharmacy Technician Trainee
St. Francis Pharmacy
04.2018 - 10.2020
- Handled confidential patient information with discretion, upholding strict HIPAA regulations at all times during tenure as a Pharmacy Technician Trainee.
- Collaborated closely with pharmacy team members to consistently deliver high-quality care to patients.
- Assisted pharmacists in managing medication inventory, ensuring adequate stock levels for timely patient service.
- Maintained a high degree of professionalism and integrity, upholding ethical standards associated with the Pharmacy Technician Trainee role at all times.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Education
Certification - Family And Community Services
Arizona Western College
Yuma, AZ05-2019
Certification - Medical Assisting
College of Health Education
Somerton, AZ05-2010
High School Diploma -
Cibola High School
Yuma, AZ05-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Data collection
- Staff training
- Live chat support
- Staff education and training
- Technical support
- Computer proficiency
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Distance Learning Company
11.2023 - Current
Bilingual CSR
Willis Towers Watson
01.2021 - 03.2023
Pharmacy Technician Trainee
St. Francis Pharmacy
04.2018 - 10.2020
Certification - Family And Community Services
Arizona Western College
Certification - Medical Assisting
College of Health Education
High School Diploma -
Cibola High School
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