Paula Lopes
Cumberland,RI
Summary
Dedicated to achieving exceptional customer satisfaction while adeptly resolving complex issues and enhancing service delivery.
Overview
41
41
years of professional experience
Work History
Customer Service Representative
Dupuis Oil
Pawtucket, Rhode Island
11.2009 - 07.2025
- Assisted customers with product inquiries and order placements.
- Resolved customer complaints through effective communication and problem-solving.
- Maintained accurate records of customer interactions and transactions.
- Processed service requests using company software efficiently.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Provided product knowledge training to new staff members regularly.
- Coordinated with logistics to ensure timely delivery of fuel products.
- Monitored inventory levels and reported discrepancies to management promptly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Strengthened customer retention by offering discount options.
- Contacted customers about potential service upgrades, new services and account changes.
Insurance Customer Service Representative
Loiselle Insurance
Pawtucket, Rhode Island
09.1996 - 04.2008
- Assisted clients with policy inquiries and coverage options.
- Processed claims and documented customer interactions efficiently.
- Maintained accurate customer records in insurance management systems.
- Educated clients about insurance products and services available.
- Collaborated with underwriters to resolve policy issues promptly.
- Provided exceptional service by addressing client concerns and questions.
- Scheduled follow-up communications for outstanding claims or inquiries.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Provided quotes on various types of insurance policies.
- Advised customers on available coverage options that best fit their individual needs.
- Processed new policy applications and updated existing policy documents.
- Developed strong relationships with clients by providing exceptional customer service.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Navigated computer system to look up customer information and update policies.
- Greeted customers and provided prompt, courteous service.
- Responded to queries, solved, or referred problems and followed up with clients to increase satisfaction.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Verified accuracy of customer data entered into the system.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Asked probing questions and offered solutions to resolve customer issues.
- Performed administrative duties such as filing, scanning, faxing, copying documents.
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Facilitated payment processing for premium payments and renewals.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Maintained accurate records of customer interactions and transactions.
- Investigated discrepancies between actual charges and expected premiums.
- Assisted with resolving complex claims or billing disputes in a timely manner.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Assisted in the development and implementation of customer service policies and procedures.
- Identified opportunities for process improvements based on customer feedback.
- Implemented strategies to cross-sell and upsell insurance products, enhancing customer value.
- Conducted policy reviews and renewals, ensuring customer satisfaction and retention.
- Participated in team meetings and contributed to team goals and objectives.
- Assisted customers with filing and tracking of insurance claims, ensuring timely resolution.
- Compiled and maintained accurate records of customer policies, transactions, and correspondence.
- Conducted customer satisfaction surveys to identify areas for service improvement.
- Educated customers on new insurance products and services relevant to their needs.
- Addressed and escalated complex customer issues to management, when necessary.
- Monitored insurance claims process, ensuring compliance with policy terms and conditions.
Pharmacy Technician
Central Drug Inc
Central Falls, Rhode Island
04.1984 - 10.1996
- Dispensed medications accurately under pharmacist supervision.
- Managed inventory levels and organized stock efficiently.
- Assisted customers with prescription pick-up and inquiries.
- Operated pharmacy software for prescription processing and record-keeping.
- Prepared and labeled medications according to safety protocols.
- Collaborated with healthcare providers to clarify medication orders.
- Educated patients on medication usage and potential side effects.
- Maintained cleanliness and organization of pharmacy workspaces.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Managed filing of prescriptions, both electronically and manually.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Restocked shelves with new supplies of medications as needed.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Assisted in training new employees on pharmacy procedures.
- Organized work areas so that everything was easily accessible when needed.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Received payment from customers and processed credit card transactions when necessary.
- Verified prescriptions and drug labels, documents and packages.
- Interpreted and processed medication orders under supervision of pharmacist.
- Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Received and verified daily incoming drug inventories, reported discrepancies, and logged items into inventory system.
- Prepared prescription transfers to other pharmacies.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Assisted pharmacists in compounding sterile products according to state regulations.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Flagged potential side effects and allergies to prescribed medications for patients.
- Provided education materials about medications to patients upon request.
- Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
- Assisted pharmacists in filling prescriptions accurately and efficiently.
- Collaborated with other healthcare professionals to ensure optimal patient care.
- Assisted with pharmacy technology updates and troubleshooting to ensure efficient operation.
- Provided exceptional customer service, addressing patient questions and concerns with empathy.
- Participated in continuing education and training to stay current with pharmacy practices and technology.
- Prepared compound medications under the supervision of a licensed pharmacist.
- Implemented and followed pharmacy protocols for medication disposal and waste management.
- Monitored prescription refill requests and communicated with patients regarding their status.
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Participated in pharmacy inventory management, including tracking expiration dates and removing outdated medications.
- Answered telephones to respond to questions or requests.
- Operated cash registers to accept payments from customers.
- Ordered, labeled and counted stock of medications and entered inventory data into computer.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Maintained proper storage and security conditions for drugs.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
- Established or maintained medications and other patient profiles.
- Transferred medication from vials to sterile, disposable syringes using aseptic techniques.
- Computed charges for medication or equipment dispensed to hospital patients and entered data into computer.
Education
High School Diploma -
Central Falls High School
Central Falls, RI06-1987
Skills
- Customer relationship management
- Service request processing
- Claims processing
- Product knowledge training
- Insurance policy management
- Team collaboration
Languages
Portuguese
Professional
Spanish
Limited
Timeline
Customer Service Representative
Dupuis Oil
11.2009 - 07.2025
Insurance Customer Service Representative
Loiselle Insurance
09.1996 - 04.2008
Pharmacy Technician
Central Drug Inc
04.1984 - 10.1996
High School Diploma -
Central Falls High School