Ronica Lopez
Tucson,AZ
Summary
Dependable and dedicated customer service professional with 10+ years of experience across fraud, collections, technical support, and social media. A fast learner with a positive, engaging approach, known for adaptability, problem-solving, and delivering efficient, high-quality support while consistently meeting performance expectations.
Overview
4
4
years of professional experience
Work History
Sr Representative, Collections
PayPal
2024.11 - 2026.05
- Managed collection of outbound and inbound calls to ensure timely payments and minimize outstanding balances.
- Negotiated payment arrangements with customers to facilitate debt resolution.
- Updated customer account information in CRM systems for accurate record-keeping.
- Ensured adherence to federal and state collection laws during customer interactions.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Delivered $40K+ in monthly collections while meeting performance metrics including Average Handle Time (AHT), After Call Work (ACW), inbound/outbound efficiency, and high promise-to-pay and close rates.
Social Media Moderator /Senior Customer Support Representative
VShred
2023.04 - 2026.02
- Moderated user-generated content to ensure adherence to community guidelines and brand standards.
- Engaged with users through comments, messages, and forums to foster positive community interactions.
- Analyzed user feedback and trends to inform content strategy and improve engagement metrics.
- Handled high-volume support across email, chat, and social, assisting with supplement orders, refunds, reships, and program access
- Resolved customer concerns related to supplement usage, adverse reactions, and product expectations
- Provided guidance on fitness programs, meal plans, and supplement stacks
Tier 2 Technical Support Specialist
Verifone
2021.11 - 2023.12
- Diagnosed and resolved technical issues impacting software deployment and remote access, ensuring system functionality while effectively coaching employees through solutions.
- Delivered comprehensive support for gas station operations, addressing fuel pump and point-of-sale (Verifone) device issues through effective chat and inbound call management.
- Maintained performance metrics, including AHT, ACW, first call resolution, and customer satisfaction (CSAT) in a high-volume support environment
- Recorded detailed documentation for each call to ensure accurate information retention.
- Supervised Verifone service technicians, ensuring efficient business recovery.
Education
High School Diploma -
Desert View High School
Tucson, AZSkills
- Customer service
- Brand representation
- Problem-solving abilities
- Critical thinking
- Call center operations
- De-escalation techniques
- Live chat support
- Collections processing
- Debt negotiation
- Billing procedures
- Fair debt practices
- Collections regulatory guidelines
Timeline
Sr Representative, Collections
PayPal
2024.11 - 2026.05
Social Media Moderator /Senior Customer Support Representative
VShred
2023.04 - 2026.02
Tier 2 Technical Support Specialist
Verifone
2021.11 - 2023.12
High School Diploma -
Desert View High School