Ricardo Lopez
Whittier,CA
Summary
An real-world experienced professional eagerly endeavoring for a fresh career path. Experienced in stepping into new roles and acquiring the knowledge to perform at optimal levels. Diverse work and education experience offers creative "outside the box" solutions. Effective in communicating with people of varying backgrounds in both English and Spanish.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Pacific Southwest Administrators
Covina, CA
03.2021 - 02.2024
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for upper management review.
- Managed a team of 18-22 representatives at any given time.
Customer Service Supervisor
Pacific Southwest Administrators
Covina, CA
02.2015 - 03.2021
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Answered phone calls and responded to questions and concerns.
Customer Service Representative
Pacific Southwest Administrators
Covina, CA
10.2011 - 02.2015
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Assisted customers in person with completing documents for insurance claims and enrollment, pension, etc.
Life Insurance Sales Agent
American Income Life Insurance Company
Concord, CA
01.2011 - 07.2011
- Conducted regular reviews of existing policies, identified gaps in coverage, and offered solutions.
- Assisted clients in completing applications and other paperwork related to policy purchases or changes.
- Generated reports that tracked progress against goals for monthly sales targets.
- Explained benefits and policy details in Spanish when necessary.
Youth Program Coordinator
Los Angeles Sheriff's Department
Little Compton, CA
01.2005 - 06.2011
- Developed and implemented youth program activities, including field trips, sports, recreational activities, and special events. Assisted students with school work and updated parent's with their children's progress in both English and Spanish.
Product Photographer
My Divas Closet
Santa Fe Springs, CA
10.2006 - 11.2010
- Edited photos to optimize color, brightness, contrast, clarity, and other factors.
- Maintained webstore appearance and updated as needed.
- Designed backdrop scenery to best display the product being sold/presented.
- Light warehouse work: packing boxes for outgoing orders, sweeping, opening/closing as needed.
Education
Bachelor of Arts - Creative Writing
San Francisco State University
San Francisco, CABachelor of Arts - Spanish
Universidad De Alicante
Alicante, SpainSkills
- Talent Development
- Call Center Operations
- Report Preparation
- Conflict resolution techniques
- Project Management
- Customer Relations
- Fluent in Spanish
- Advanced writing skills
- Microsoft Word/Excel/Powerpoint
- Punctual
- Gregarious/ "people person"
- Reliable transportation/Punctual
Affiliations
- Enjoy cooking with high culinary detail
- Well traveled- having visited 17 countries
- Active hobbyist musician (guitar/bass guitar)
Timeline
Customer Service Manager
Pacific Southwest Administrators
03.2021 - 02.2024
Customer Service Supervisor
Pacific Southwest Administrators
02.2015 - 03.2021
Customer Service Representative
Pacific Southwest Administrators
10.2011 - 02.2015
Life Insurance Sales Agent
American Income Life Insurance Company
01.2011 - 07.2011
Product Photographer
My Divas Closet
10.2006 - 11.2010
Youth Program Coordinator
Los Angeles Sheriff's Department
01.2005 - 06.2011
Bachelor of Arts - Creative Writing
San Francisco State University
Bachelor of Arts - Spanish
Universidad De Alicante
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