Nanette Lopez
Lawndale,CA
Summary
Customer Service Representative for over 5+ years bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Gifted in working with stressed, confused and upset individuals in need of benefits information.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Aids Healthcare Foundation
Los Angeles, CA
02.2020 - Current
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Provided primary customer support to internal and external customers.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Liaised with customers, management and regional to understand customer needs and recommend appropriate solutions.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered average of 100 calls, emails and faxes per day, addressing patient's inquiries, solving problems and providing information.
Customer Support Representative
HM Digital
Redondo Beach, CA
10.2018 - 12.2019
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Associate
Belkin International
Playa Vista, CA
03.2014 - 04.2017
- Offered basic technical support for clients on wide range of company products.
- Informed customers about special promotions and provided detailed information for various products.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Education
High School Diploma -
Lawndale High School
Lawndale, CA06.2005
Skills
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Understanding Customer Needs
- De-escalation Techniques
- Upbeat and Positive Personality
- Patient and Empathetic
- Salesforce CRM
- LiveChat Messaging
- Multi-Line Phone Systems
- Call Volume and Quality Metrics
- Excellent Attention to Detail
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Specialist
Aids Healthcare Foundation
02.2020 - Current
Customer Support Representative
HM Digital
10.2018 - 12.2019
Customer Service Associate
Belkin International
03.2014 - 04.2017
High School Diploma -
Lawndale High School
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