Monica Lopez
Denver,CO
Summary
Costumer service representative with over 3 years of experience, who consistently meets and exceeds productivity goals. I am a very outgoing person and I am all in for learning new experiences and skills. I am a Highly-motivated employee with desires to take on new challenges. I also adept at working effectively unsupervised and quickly mastering new skills. I am also a strong communicator and team player, eager to learn new processes to support overall organizational success. I also do very good with multitasking, and time management abilities, devoted to giving every customer a positive and memorable experience. Specialized skills include team leadership, operational management, and customer service excellence. Excel in communication, problem-solving, and time management, ensuring smooth operations and positive team dynamics.
Overview
5
5
years of professional experience
Work History
Personal Banker
1st Bank Center
Lakewood, CO
10.2024 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Maintained high accuracy in transaction processing, ensuring client trust and financial security.
Associate Manager
Sonic Drive In
Denver, Colorado
07.2021 - 09.2024
- Resolved conflicts between employees or customers in a professional manner.
- Monitored customer complaints and provided timely solutions to improve customer experience.
- Oversaw inventory levels, making adjustments as needed based on sales trends.
- Assisted in developing policies and procedures that improved customer satisfaction ratings.
- Handled responsibilities successfully in General manager's absence.
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Implemented customer service standards across all departments in the organization.
- Ensured compliance with company regulations, laws, and safety standards.
- Developed and implemented strategies to ensure cost-efficient operations.
- Facilitated the development of staff by providing training, coaching, and feedback.
- Managed daily workflow of team members to meet organizational goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Developed positive relationships with customers through friendly interactions.
- Handled difficult or emotional customer situations with empathy and professionalism.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Provided customers with product information and resolved their issues in a timely manner.
- Participated in team meetings discussing ideas on how to better serve our customers' needs.
- Consulted with customers regarding needs and addressed concerns.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Supported sales team members to drive growth and development.
Prep Worker
Culinairefoods
Denver, Colorado
05.2020 - 11.2020
- Organized and labeled food items for quick identification.
- Stored leftovers properly after each shift to prevent spoilage.
- Cleaned surfaces with appropriate sanitizer solutions between tasks to maintain a safe work environment.
- Performed general maintenance duties such as cleaning tables and mopping floors.
- Assisted in the preparation of salads and other cold foods as needed.
- Prepared ingredients for meal production by washing, chopping, measuring and mixing.
Education
High School Diploma -
Kipp Denver Collegiate High School
Denver, CO05-2021
Skills
- Customer Service
- Returns processing
- POS Systems
- Conflict Resolution
- Credit and cash transactions
- Customer service excellence
- Food safety knowledge
- Team contribution
- Problem-Solving
- Multitasking
- Relationship Building
- Professionalism
- Team Collaboration
- Attention to Detail
- Team building
- Active Listening
- Organizational Skills
- Bilingual (English and Spanish, speaking and writing)
Timeline
Personal Banker
1st Bank Center
10.2024 - Current
Associate Manager
Sonic Drive In
07.2021 - 09.2024
Prep Worker
Culinairefoods
05.2020 - 11.2020
High School Diploma -
Kipp Denver Collegiate High School