Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
Generic

PAOLA CRISTAL LOPEZ PEREZ

Malden,MA

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Percepta FordPass Guide
Florida/Remote
01.2024 - 2026
  • Resolved more than 80 inquiries daily through phone and in-person communication, achieving first-contact resolution.
  • Resolved billing and technical cases via guided troubleshooting, cutting repeat calls notably.
  • Promoted FordPass features during support calls, boosting add-on adoption with clear guidance.
  • Calmed escalations with empathetic communication, lifting CSAT and reducing churn risk.
  • Documented cases in CRM accurately, improving team handoffs and response speed measurably.
  • Worked closely with team members to develop solutions for complex inquiries, improving resolution rates and team efficiency.

Recruitment Coordinator

Claro Telephone Company
Puerto Rico
01.2023 - 01.2024
  • Coordinated requisitions across teams and agencies.
  • Processed 400+ daily emails with triage rules, reducing response backlog by 42%.
  • Built Excel trackers for candidate stages, improving data accuracy and fill forecasting.
  • Prepared onboarding packets and I-9s, decreasing day-one issues and rework measurably.
  • Screened resumes and set interviews daily, boosting qualified pipeline volume significantly.
  • Fostered a welcoming environment for new hires, enhancing their onboarding experience and promoting a culture of inclusion.

Customer Service Representative

Claro Telephone Company
Puerto Rico
01.2020 - 01.2023
  • Managed high-volume customer inquiries, providing technical support and billing solutions.
  • Promoted products and services while resolving client issues to maintain customer satisfaction.
  • Assisted customers both over the phone and in person, ensuring a positive service experience.
  • Resolved customer inquiries efficiently, achieving measurable improvements in service response times and client retention.
  • Coordinated with technical teams to streamline issue resolution processes, improving accuracy in troubleshooting and client follow-up.

Education

Bachelor's Degree - Business Administration (Management)

Ana G. Mendez University
Orlando, FL
01-2025

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Computer proficiency
  • Call management
  • Follow-up skills
  • Paperwork processing
  • Documentation

LANGUAGES

Spanish (Native)
English (Native)

Timeline

Customer Service Representative

Percepta FordPass Guide
01.2024 - 2026

Recruitment Coordinator

Claro Telephone Company
01.2023 - 01.2024

Customer Service Representative

Claro Telephone Company
01.2020 - 01.2023

Bachelor's Degree - Business Administration (Management)

Ana G. Mendez University
PAOLA CRISTAL LOPEZ PEREZ