Rafael Lopez
Hialeah,FL
Summary
Skilled Consultation Agent with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
King Of Christmas
09.2023 - 01.2024
- Updated account information to maintain customer records using Kustomer.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed over 50 customer calls per day.
- Placed outbound calls to existing and potential new customers.
Tier 2 Customer Service Representative
RemoteLock
10.2021 - 03.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Maintaining ticket information using Zen Desk & Sales Force, including but not limited to appropriate tagging of concerns, warranty and fulfillment information
- Troubleshooting lock hardware, including but not limited to physical installation, connection to WiFi, and post-installation maintenance in RemoteLock software
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responsible in resolving complex issues escalated by our Tier 1 support team.
- Scheduling outbound client appointments for hardware and software support
- Coached team members in techniques necessary to complete job tasks.
- Used ticketing systems to manage and process support actions and requests.
- Answered constant flow of customer calls with minimal wait times.
- Listening and clarifying customer concerns, determining the root cause of problems and explaining in simple, understandable, and polite terms how to resolve their issue
- Managed timely and effective replacement of damaged or missing products.
- At times lead our department's weekly meetings.
- Maintained up-to-date knowledge of product and service changes.
Consultation Agent
Geek Squad - Best Buy
09.2019 - 10.2021
- Received Apple “ATLAS” repair certifications for iPhone 6+ up until the iPhone 12 Pro Max.
- Removed malware, ransomware and other threats from laptops, IOS devices and desktop systems.
- Responded to customer inquiries and requests regarding insurance, membership and financial products.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Mac systems as well as IOS Devices.
- Listened carefully to customers and explained complex insurance information simply and concisely
Sales Associate
Best Buy
10.2017 - 09.2019
- Served customers in a friendly, efficient manner following outlined steps of service.
- Exceeded goals through effective task prioritization and great work ethic.
- Maintained energy and enthusiasm in fast-paced environment.
- Focused to meet and exceed sales goals
- Ability to engage customers and use selling skills to build complete, connected solutions while maintaining balance of high velocity and high service
- Maintained strong business relationships by providing excellent service to multiple customers on a daily basis
- Ensure inventory and merchandising standards were maintained within my specified department
Education
High School Diploma -
Mater Academy Charter High School
Hialeah Gardens, FL 08.2014 - 06.2018
Skills
Windows Systems
Desktop support
Fast Learner
Support Ticket System Management
Technical Support Triage
Collaboration
Maintenance & Repair
Professional telephone demeanor
Written and oral communication
Timeline
Customer Service Representative
King Of Christmas
09.2023 - 01.2024
Tier 2 Customer Service Representative
RemoteLock
10.2021 - 03.2023
Consultation Agent
Geek Squad - Best Buy
09.2019 - 10.2021
Sales Associate
Best Buy
10.2017 - 09.2019
High School Diploma -
Mater Academy Charter High School
08.2014 - 06.2018