Renee Lopez
North Hollywood,CA
Summary
Reliable and bilingual professional leveraging university education and extensive customer service experience. Seeking a position to apply expertise in delivering exceptional customer experiences and utilizing strong communication skills in English and Spanish. Committed to providing community assistance and making a positive impact in the lives of others.
Overview
20
20
years of professional experience
Work History
Bilingual Call Center Agent
Foundation for California Community Colleges
07.2024 - 11.2024
- Delivered exceptional customer service to families accessing statewide social services.
- Provide accurate information about eligible benefits, answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary.
- Handled inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner.
- Determined eligibility by comparing client information against established requirements.
- Performed research using available resources and routed calls appropriately.
- Executed de-escalation techniques effectively to resolve challenging customer interactions.
- Delivered comprehensive reports on high-priority matters to management.
- Collected and evaluates all relevant data to handle complaints and inquiries.
- Recorded details of comments, inquiries, complaints, and actions taken.
- Upholded confidentiality protocols while maintaining exceptional quality standards.
Retirement Benefit Specialist Trainee -County Temp
LACERA
05.2023 - 01.2024
- Administers retirement, disability, and survivor pension benefits.
- Manages information affecting members' retirement formulas.
- Examines records to resolve issues regarding county service credit, warrant discrepancies, and membership status.
Customer Service Specialist II
AIG
03.2019 - 04.2023
- Provided support to policy-holders and financial advisors regarding their annuities through phone calls and emails.
- Analyzed data from various systems in order to provide accurate responses when addressing customer inquiries.
- Prepared documents for policy holders such as copies of annuity applications, including financial statements and tax returns .
- Researched complex cases involving annuities for effective resolution or referral to appropriate personnel.
- Advised customers on strategies for maximizing their return on investment from their annuities.
- Ensured that all transactions relating to customers' annuities were properly documented.
- Collaborated with external partners such as brokers, advisors, attorneys and accountants regarding annuities.
- Assisted customers with account inquiries, problem resolution and product information.
- Assisted clients with forms in reference to withdrawals, transfers, exchanges and other transactions related to annuities.
- Answered incoming calls from beneficiaries and provided information on policies, procedures, regulations and services.
- Assisted in the completion of applications, forms and other documents related to beneficiary services.
Customer Assistance Representative- Sr. Collector II
Bank of America
12.2007 - 08.2018
- Managed a portfolio of Delinquent/ Over Limit card accounts, 5-180 days delinquent.
- Provide a high level of customer service to Premier Clients, Debt Management Agencies, mainstream clients, and associates to prevent their accounts from falling further delinquent and ultimately Charging-off or litigation.
- Counsel customers on debt structure and recommend suitable payment arrangements.
- Mitigate loss exposure to the bank by using investigative skills when necessary to locate customers who failed to proactively contact us.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Updated account status records and collection.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
Sales and Service Specialist
Bank of America
04.2006 - 11.2007
- Provided exceptional level customer service and established a need for possible balance transfers and various cross sell opportunities in order to help gain additional cardholder business.
- Defused volatile customer situations calmly and courteously.
- Offered Credit Card Protection, Privacy Assist
- Accurately documented, researched and resolved customer service issues.
- Identified opportunities for cross-selling additional products or services.
- Upgraded existing accounts by offering more competitive terms or higher limits.
- Demonstrated strong knowledge of banking laws and regulations pertaining to credit cards.
Customer Service Representative
Bank of America
12.2004 - 03.2006
- Delivered exceptional customer service to families accessing statewide social services.
- Provide accurate information about eligible benefits, answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary.
- Handled inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner.
- Determined eligibility by comparing client information against established requirements.
- Performed research using available resources and routed calls appropriately.
- Executed de-escalation techniques effectively to resolve challenging customer interactions.
- Delivered comprehensive reports on high-priority matters to management.
- Collected and evaluates all relevant data to handle complaints and inquiries.
- Recorded details of comments, inquiries, complaints, and actions taken.
- Upholded confidentiality protocols while maintaining exceptional quality standards.
Education
Bachelor of Arts in Sociology -
California State University Northridge
Northridge, CASkills
- Bilingual in Spanish
- Customer Care
- Customer Service
- Customer Support
- Retirement plans
- Policy Interpretation
- Verbal and written communication
- Benefits interpretation
- Active Listening
- Professionalism
- Effective Communication
- Adaptability and Flexibility
- Teamwork and Collaboration
- Benefits Explanation
- Documentation And Reporting
Timeline
Bilingual Call Center Agent
Foundation for California Community Colleges
07.2024 - 11.2024
Retirement Benefit Specialist Trainee -County Temp
LACERA
05.2023 - 01.2024
Customer Service Specialist II
AIG
03.2019 - 04.2023
Customer Assistance Representative- Sr. Collector II
Bank of America
12.2007 - 08.2018
Sales and Service Specialist
Bank of America
04.2006 - 11.2007
Customer Service Representative
Bank of America
12.2004 - 03.2006
Bachelor of Arts in Sociology -
California State University Northridge
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