OCIEL LOPEZ
San Antonio
Summary
Enthusiastic team player with a strong work ethic and extensive customer service background. Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
Overview
21
21
years of professional experience
Work History
Product Support Specialist
Pluralsight
03.2024 - Current
- Managed high-volume inbound customer calls and provided clear, efficient, and empathetic support across phone and email channels.
- Resolved 60+ support tickets per week while consistently maintaining above a 90% CSAT rating.
- Troubleshot and resolved customer issues including account access, billing, product navigation, and technical challenges.
- Used Salesforce to locate and identify the appropriate AEs for customer accounts.
- Collaborated with cross-functional teams to escalate and resolve complex issues.
- Achieved strong performance metrics in response time, resolution, and customer satisfaction.
Customer Service Specialist
Rackspace Technologies
02.2022 - 10.2023
- Performed call quality reviews and provided real-time feedback.
- Served as an escalation resource for the frontline response team.
- Monitored Teams channels and offered proactive assistance.
- Documented, managed, and routed inquiries to appropriate teams.
- Onboarded new Rackers and provided training feedback.
- Maintained up-to-date information and team engagement.
- Adapted quickly to changes in policies and procedures.
Senior Customer Service Representative
CVS Caremark
05.2005 - 11.2018
- Managed inquiries via phone, fax, and internal systems.
- Trained team members on best practices to reduce inconsistencies.
- Delivered exceptional customer service and issue resolution.
- Improved productivity through proactive support.
- Educated customers on billing, payments, and service policies.
- Provided customized solutions to client needs.
- Acted as liaison between customers and internal departments.
Education
High School Diploma -
Brackenridge High School
San Antonio, TX01-2000
Skills
- Strong focus on accuracy
- Effective organizational skills
- Effective communication
- Proficient in Spanish
- Proficient in MS Office applications
- Skilled in prioritizing concurrent responsibilities
- Lifelong learner
- Positive attitude
- Collaborative problem resolution
Timeline
Product Support Specialist
Pluralsight
03.2024 - Current
Customer Service Specialist
Rackspace Technologies
02.2022 - 10.2023
Senior Customer Service Representative
CVS Caremark
05.2005 - 11.2018
High School Diploma -
Brackenridge High School