Rogelia Lopez
Phoenix
Summary
Customer service professional with proven expertise in communication and collaboration. Skilled in resolving escalated issues and implementing process improvements to enhance customer experiences. Experienced in managing high volumes of inbound calls while maintaining strong customer relationships. Proficient in CRM systems, with exceptional active listening and multitasking capabilities.
Overview
10
10
years of professional experience
Work History
Customer Service Agent Lead
Verizon Wireless
Phoenix
02.2022 - 12.2025
- Assisted customers with account inquiries and service requests.
- Educated customers about new products and service plans.
- Resolved billing issues and processed payments efficiently.
- Documented customer interactions in the company database accurately.
- Collaborated with team members to improve customer satisfaction.
- Trained new hires on customer service best practices and procedures.
- Managed escalated customer complaints with empathy and professionalism.
- Answered incoming calls promptly and professionally within company standards.
- Provided product information to customers in a timely manner.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Attended training sessions regularly to stay current on new products or services.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Provided technical support over the phone when needed.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Call Center Specialist
AT&T
Phoenix
03.2018 - 02.2022
- Identified opportunities for process improvement in order to increase efficiency and reduce costs.
- Actively participated in team meetings discussing new strategies for enhancing overall customer experience.
- Ensured proper recording of all conversations related to customer service operations in the database system.
- Monitored performance metrics such as average handling time per call, abandoned calls rate and other key indicators.
- Analyzed call logs to determine trends in customer concerns or inquiries.
- Suggested methods for improving processes related to customer service operations.
- Operated telephone systems to respond to incoming calls and transferred calls accordingly.
- Led call center team to enhance customer satisfaction and service quality.
- Monitored team performance and provided regular feedback for improvement.
- Utilized call tracking software to analyze performance metrics and trends.
- Facilitated communication between team members and management personnel.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Produced reports outlining information such as call duration and customer satisfaction levels.
- Conducted regular performance reviews of team members.
- Resolved escalated customer inquiries in a timely manner.
- Managed customer concerns with calm demeanor and knowledgeable service.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Developed incentive programs to motivate team members and increase productivity.
Customer Service Representative
SRP
Phoenix
07.2015 - 03.2018
- Assisted customers with inquiries and provided product information.
- Processed transactions accurately using customer management software.
- Collaborated with team members to improve service delivery and efficiency.
- Maintained detailed records of customer interactions for future reference.
- Facilitated communication between departments to enhance customer experience.
- Answered customer inquiries and provided accurate information regarding products and services.
- Monitored customer feedback to identify areas for improvement in services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Associate of Arts - Business
Paradise Community College
Phoenix01-2016
Skills
- Customer service
- Technical support
- Call tracking
- Customer account management
- Billing resolution
- Process improvement
- Team collaboration
- Performance analysis
- Conflict resolution
- Effective communication
- Training development
- Escalation management
- Issue documentation
- Call center experience
- Investment product sales
- Call control
- Returns and exchanges
- Call flow maximization
- Shipping and logistics
- Database research
- Microsoft office suite proficiency
- Account management
- Reliability and punctuality
- Cultural awareness
- Complaint handling
- Customer focus
- Case management
- Problem resolution
Languages
Spanish
Full Professional
Timeline
Customer Service Agent Lead
Verizon Wireless
02.2022 - 12.2025
Call Center Specialist
AT&T
03.2018 - 02.2022
Customer Service Representative
SRP
07.2015 - 03.2018
Associate of Arts - Business
Paradise Community College