Pauline Lopez
San Jose,CA
Summary
Self-motivated customer service professional with several yeas of client interface experience. Over 10 years as a customer service representative with in depth knowledge of sales, account management, data entry, filing, leadership and training. Ability to use system generated reports to aid in decision making. Dedicated to maintain customer satisfaction and contribute to company success and overall mission. Energetic and reliable asset that is skilled with working with a diverse group. Knowledge of medical equipment, with superb communication skills that will allow me to make good interaction with customers and brokers.
Overview
10
10
years of professional experience
Work History
Senior Trial Coordinator
Stryker Endoscopy
04.2019 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
Repair Service Associate
STRYKER ENDOSCOPY
06.2016 - Current
- Provide exceptional service to customers for all transactional repairs and service related requests
- Responsible for inputting special orders, installations, and deliveries into system
- Achieve a thorough knowledge of all products, services, warrantees, and maintenance contracts
- Resolve 300 weekly customer inquiries via phone and email, consistently exceeding targets
- Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management
- Resolve issues when customers call or email and act quickly to deliver high-quality service recovery
- Composed branch budget with goal of cutting costs – met goal by 22% through analysis of sales and customer satisfaction data
- Assisted in increasing quarterly sales revenue by 10% each quarter for 2 years
- Constant contact with internal departments, including shipping, manufacturing, and credits to resolve roadblocks in advance
- Provided strong service to customers, increasing customer loyalty and ensuring high rate of repeat customers.
Sales Lead
SHOE PALACE
10.2014 - 06.2016
- Attend to customer inquiries in person or through the phone
- Assist customer in locating the products they need
- Ability to identify a customer’s need and recommend multiple products
- Process payments, maintain high ethical standards in working with the register; document findings of any audit related issues
- Enhancing customer experience by chatting in a friendly manner and offer what they need
- Coordinating with sales support associates and cashiers and providing customer service
- Setting and maintaining sales floor and taking accurate stock and inventory details
- Assisting in promoting and marketing seasonal signing and event signing
- Ensuring adequate stocking of movable and in-demand goods
- Staying abreast with seasonal trends and assisting in purchase.
Education
HIGH SCHOOL DIPLOMA -
MT MADONNA HIGH SCHOOL
01.2015
Skills
- Exceptional analytical and communication skills
- Strategic relationship and partnership building skills
- Proficient in Microsoft Excel, PowerPoint, Outlook, Word
- Ability to multitask and prioritize
- Balance superior attention to detail with macro level awareness
Statement of qualifications
- Proven experience providing customer support in busy call center environments for a medical equipment company.
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Strategic-relationship and partnership building skills listen attentively, solve problems creatively and use tact and diplomacy to achieve great outcomes for customers.
Timeline
Senior Trial Coordinator
Stryker Endoscopy
04.2019 - Current
Repair Service Associate
STRYKER ENDOSCOPY
06.2016 - Current
Sales Lead
SHOE PALACE
10.2014 - 06.2016
HIGH SCHOOL DIPLOMA -
MT MADONNA HIGH SCHOOL
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