Summary
Overview
Work History
Education
Skills
Accomplishments
Jobtitle
Mobility - Okaytorelocate
Languages
Timeline
Generic

Michelle C Lopez

Rolling Meadows,United States

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

19
19
years of professional experience

Work History

Social Media Sr. Rep-Tech

Verizon Wireless
01.2013 - Current
  • Work remotely to provide assistance to customers reaching out through Twitter, Facebook, Instagram and Verizon Wireless Support Forums
  • I am proficient in working with multiple customers to address concerns they are experiencing with network, plan, device, software, application, account, billing or promotion concerns
  • Make outbound calls when necessary to customers with complex issues to ensure a promoter experience and to ensure the customer has a long term resolution
  • Assist customers with complex troubleshooting (5G Home Internet, Network Issues, Device malfunctions)
  • When working with customers, I also like to review their account to ensure they are not missing out on any promotions they may qualify for, better plan option or to see if they are enrolled in self service options (My Verizon, Verizon Up, etc.)
  • I have experience with ACSS, Sprinklr, Remedy, MTAS, Mars, Advanced Troubleshooting Tools in ACSS to troubleshoot complex network and hardware concerns

Internet Response Team Coord.

Verizon Wireless
01.2009 - 01.2013
  • Respond to inbound emails from customers needing assistance with billing, plan, device or troubleshooting
  • Exceed performance agreement metrics for Quality, Efficiency and Customer Retention
  • Make outbound calls to customers with escalated issues to ensure a promoter experience
  • Support and troubleshoot with advance device set up (ex
  • Email, calendar, contacts, network)
  • Act as consumer advocate by processing price plan changes, equipment orders, and billing inquiries by effectively using resources to provide complete, clear and concise information, while anticipating customer needs
  • Assist Supervisor with leading Team Meetings
  • Assist peers through mentoring to help exceed their performance goals
  • Proficient in Customer Service billing, Data Coordinator and Internet Response Team Coordinator Roles
  • Proficient in Acss, WFM, Attensity

Coord-Tech Support I

Verizon Wireless
12.2006 - 01.2009
  • Provide exceptional customer service and technical support for internal and external voice and data product customers
  • Troubleshoot hardware and software issues and identify network/applications issues
  • Provide detailed information on how to set up/configure data and voice products
  • Verify provisioning and diagnose device or Network issues
  • Trouble shoot for PC Operating systems, specifically Device Manager and TCP/IP configuration
  • Use various administrative department tools and online resources for customer resolution
  • Use trouble ticket system for tracking customer interactions and problem resolution
  • Evaluate customers concerns and resolve problems to customer satisfaction
  • Regularly Demonstrate and practice the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function
  • Follow up with customers to ensure first call resolution and achieve and deliver 100% customer satisfaction

Sr Rep-Customer Service

Verizon Wireless
01.2006 - 12.2006
  • Take inbound calls to provide exceptional customer service support to customers calling in with billing, account or payment inquiries
  • Provide general troubleshooting for customers who experience device or network issues
  • Follow up with customers when necessary on complex issues to ensure first call resolution

Education

High School Diploma -

Barrington High School
Barrington, IL
05.2000

Skills

  • Social Media Strategy
  • Customer Engagement
  • Social Media Engagement
  • Creative Thinking
  • Customer Service
  • Technical Writing
  • Decision-Making
  • Problem-Solving
  • Multitasking
  • Excellent Communication
  • Organizational Skills
  • Active Listening

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Social Media and Call Engagements - Professionally processed 30+ calls per day and 40+ Social Media posts, providing information and service to ensure customer satisfaction.

Jobtitle

Sr Rep-Tech Customer Svc

Mobility - Okaytorelocate

Yes

Languages

Spanish
Limited Working

Timeline

Social Media Sr. Rep-Tech

Verizon Wireless
01.2013 - Current

Internet Response Team Coord.

Verizon Wireless
01.2009 - 01.2013

Coord-Tech Support I

Verizon Wireless
12.2006 - 01.2009

Sr Rep-Customer Service

Verizon Wireless
01.2006 - 12.2006

High School Diploma -

Barrington High School

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Michelle C Lopez