Summary
Overview
Work History
Education
Skills
Timeline
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Randi Lopez

Westminster,CO

Summary

Motivated professional with strong leadership abilities

Has been described as a dependable, and detailed professional. Having 10+ years of experience in sales and customer service, as well as 2+ years experience in IT help desk/ patient services. Enjoys the challenge of exceeding targets and surpassing expectations. Seeking to join a positive work environment, with room for growth, and skill in a new career.

Overview

14
14
years of professional experience

Work History

IT Service Desk Analyst

Apex Systems
03.2023 - Current
  • IT Service desk analyst for Centura hospitals and healthcare facilities
  • Serviced both patients and healthcare employees
  • Collaborated with supervisors to escalate and address user inquiries or technical issues.
  • Used ticketing systems such as ServiceNow to manage and process support actions and requests.
  • Assisted users in identifying issues and explained solutions to restore service and functionality to hardware.
  • Managed high levels of call flow (25-60 calls a day) and responded to technical support needs.
  • Troubleshooted hardware and software issues

Agent Service Representative

UnitedHealthcare
06.2022 - 03.2023
  • Remote agent service representative for United Healthcare.
  • Handled between 35-75 calls daily
  • Informed clients of policies and procedures.
  • Adopted customer feedback in process and system improvement initiatives.
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • De-escalated and resolved customer complaints and technical issues with punctual, polite and professional service.
  • Responded to customer calls and emails to answer questions and resolve/ escalate issues.
  • Updated account information to maintain customer records.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Master Virtual Marketing Associate

ADVANTAGE SOLUTIONS INC
05.2018 - 09.2021
  • In-store Beauty Concierge Program was pulled into office to provide online chat services for Target.com.
  • Handled 20-30 customer chats and emails daily
  • Planned and executed events and marketing programs to increase qualified leads.
  • Edited website content and database to keep information correct and up-to-date.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed and implemented international sales strategies.
  • Developed marketing strategies and resolved problems to drive sales.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Senior Beauty Concierge

Advantage Solutions/ Pinpoint Solutions
09.2015 - 05.2018
  • In-store Beauty Concierge
  • Maintained excellent counter hygiene standards by frequently cleaning display units, testers and tools.
  • Implemented visual merchandising, new launch displays and collateral placement.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
  • Developed strong rapport with customers and created positive impression of business.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Built customer loyalty and retention by delivering excellent shopping experiences.

Store Clerk/Cashier

Walgreens
08.2010 - 04.2015
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Answered questions about store policies and addressed customer concerns.
  • Restocked and organized merchandise in front lanes.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Built relationships with customers to encourage repeat business.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Education

High School Diploma -

Mountain Range High School
Westminster, CO
01.2010

Skills

  • Remote Support
  • Technical Support
  • Live chat support
  • Hardware support
  • Customer Service
  • Ticket management
  • Account Management
  • Scheduling
  • Data Entry
  • Product Knowledge
  • MS Office 365
  • Zoom
  • ServiceNow
  • Zendesk
  • Active Directory

Timeline

IT Service Desk Analyst

Apex Systems
03.2023 - Current

Agent Service Representative

UnitedHealthcare
06.2022 - 03.2023

Master Virtual Marketing Associate

ADVANTAGE SOLUTIONS INC
05.2018 - 09.2021

Senior Beauty Concierge

Advantage Solutions/ Pinpoint Solutions
09.2015 - 05.2018

Store Clerk/Cashier

Walgreens
08.2010 - 04.2015

High School Diploma -

Mountain Range High School

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