NATHALIE LOPEZ
The Bronx,NY
Summary
A determined, goal-oriented professional with over 10 years' expertise in management specialty. Skilled in driving performance and productivity through empowering leadership and commitment.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
New York State Of Health
05.2023 - Current
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols.
- Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans.
- Process life event changes, demographic updates, unenrollment requests, and special enrollment periods as requested.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
Retail Store Manager
AT&T Mobility
01.2015 - 02.2023
- Trained team members in successful strategies to meet operational and sales targets
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
- Assessed sales reports to identify and enhance sales performance, support inventory oversight, and capitalize on emerging trends
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Lead Sales Supervisor
SPRINT
05.2014 - 01.2015
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings
- Opened, shelved, and merchandised new products in visually appealing and organized displays for optimal sales promotions
- Trained, coached, and mentored new sales associates for maximum performance
- Grew sales and boosted profits, applying proactive management strategies, and enhancing sales training.
Education
HOSTOS COMMUNITY COLLEGE
Bronx, New YorkSkills
- Efficient Project Management & Productivity
- Bilingual (English-Spanish)
- Excellent customer service
- Extraordinary leadership
Accomplishments
- Attended developmental program "WINGS" (2020)
- Winner of At&t Summit Award & Retreat (2019)
Timeline
Customer Service Representative
New York State Of Health
05.2023 - Current
Retail Store Manager
AT&T Mobility
01.2015 - 02.2023
Lead Sales Supervisor
SPRINT
05.2014 - 01.2015
HOSTOS COMMUNITY COLLEGE
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