Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Monique Lopez

Woburn,MA

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding solutions. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

4
4
years of professional experience

Work History

Customer Support Specialist

Uhaul Moving And Storage
Woburn, MA
12.2023 - Current
  • Set up and activated customer accounts.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Identified customer needs and provided appropriate solutions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained accurate records of all insurance transactions using computer software systems.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Updated computerized records regarding mileage, fuel usage, repairs and maintenance performed on vehicles.
  • Calculated total cost for rental including taxes, fees, and other charges.

Lead CSR

SNH Environmental Services
Hollis, NH
05.2020 - 11.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Drafted comprehensive reports outlining team's progress towards achieving goals.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Education

Business Administration

Manchester Community College
Manchester, NH

Associate of Arts - Human Services

Hesser College
Manchester, NH

Skills

  • Customer Service Excellence
  • Quality Assurance
  • Technical Troubleshooting
  • Appointment Scheduling
  • Customer Relationship Management (CRM)
  • Sales Support
  • Referral Coordination
  • Complaint Resolution
  • Inbound and Outbound Calling
  • Data Collection

Languages

Spanish
Professional

Timeline

Customer Support Specialist

Uhaul Moving And Storage
12.2023 - Current

Lead CSR

SNH Environmental Services
05.2020 - 11.2023

Business Administration

Manchester Community College

Associate of Arts - Human Services

Hesser College

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Monique Lopez