MELISSA LOPEZ
Lakeland,FL
Summary
Dedicated information specialist with 10+ years of experience combining management and customer service expertise in call centers. Looking for a position in a fast growth company.
Overview
2027
2027
years of professional experience
Work History
Customer Service Representative
Getix Health
Lakeland, FL
2025 - Current
- Resolved customer inquiries using CRM software to ensure timely and accurate support.
- Assisted customers with health insurance claims, guiding them through complex processes.
- Maintained organized records of customer interactions for improved service efficiency.
- Collaborated with team members to enhance customer service protocols and workflows.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
Selector
Saddle Creek
Lakeland, FL
05.2016 - Current
- Place merchandise on conveyors leading to wrapping areas.
Senior Community Outreach Specialist
IMA Medical Group
Orlando, FL
02.2021 - 02.2025
- Developed community engagement strategies to enhance outreach efforts and promote health initiatives.
- Facilitated educational workshops to inform community members about available healthcare services.
- Collaborated with local organizations to identify community needs and build supportive partnerships.
- Managed social media campaigns to increase awareness of health programs and events.
- Coordinated volunteer efforts for health fairs and community events, ensuring effective participation.
- Enhanced community engagement by developing and implementing targeted outreach programs.
- Maintained detailed records of all outreach activities including event planning documents, budget reports, evaluation summaries for continuous improvement.
- Managed budgets for multiple outreach programs, ensuring responsible allocation of funds while maximizing impact on the community.
- Developed comprehensive marketing plans to promote community events, resulting in increased attendance and participation.
- Created a welcoming environment at community centers by organizing regular social gatherings and recreational activities.
- Strengthened partnerships with local businesses and nonprofits to support mutually beneficial initiatives.
- Increased public awareness of available resources by organizing informational workshops, seminars, and events.
- Fostered positive relationships with community members and local organizations through consistent communication and collaboration.
- Provided guidance and support to individuals seeking assistance with accessing available resources within the community.
- Promoted civic engagement among residents by encouraging active involvement in neighborhood associations, committees, and advocacy groups.
- Collaborated with other professionals in creating educational materials related to health promotion, preventive care, and wellness initiatives.
- Connected individuals with available and relevant resources.
- Developed presentations for public events, community groups and school assemblies.
- Acted as main point of contact between management, clinical staffs and external community.
- Coordinated with different service providers to meet clients' individual needs.
- Tracked service activities and outcomes against outlined plans and goals.
- Kept case files updated, accurate and aligned with requirements.
Helper Coordinator
UPS
Lakeland, FL
10.2015 - 01.2016
- Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Create, maintain, and enter information into databases.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Operate office equipment, such as fax machines, copiers, or phone systems.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Complete forms in accordance with company procedures.
Customer Service
Sykes Enterprise
Lakeland, FL
05.2005 - 01.2015
- Confer with customers by telephone or in person to provide information about the federal government, take or enter orders, cancel accounts, or obtain details of complaints.
- Provide the appropriate phone number to help customers with their inquiries.
- Refer unresolved customer grievances to designated departments.
Education
GED - undefined
Department of Education
Bayamón, PR05.1994
Skills
Bilingual
Active Listening
Reading Comprehension
Customer and Personal Service
Writing
Complex Problem Solving
Judgment and Decision Making
Active Learning
Clerical
Administration and Management
Personnel and Human Resources
Government
Languages
Sp
Native or Bilingual
Timeline
Senior Community Outreach Specialist
IMA Medical Group
02.2021 - 02.2025
Selector
Saddle Creek
05.2016 - Current
Helper Coordinator
UPS
10.2015 - 01.2016
Customer Service
Sykes Enterprise
05.2005 - 01.2015
GED - undefined
Department of Education
Customer Service Representative
Getix Health
2025 - Current