Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rosemary Lopez

Brownsville,TX

Summary

Proactive Customer Service Representative and Sales Specialist with extensive experience resolving disputes, handling escalated calls, and providing technical support. Skilled in CRM systems, product knowledge, and driving customer loyalty. Brings strong problem-solving abilities and a focus on enhancing customer satisfaction and team performance.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Comcast
03.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Customer Service Representative

TaskUs
01.2018 - 03.2022
  • Respond to customer inquiries via phone, email, and chat
  • Resolve customer complaints and issues in a timely and professional manner
  • Process orders, returns, and exchanges
  • Provide product information and recommendations to customers
  • Maintain accurate customer records and order information in CRM system
  • Collaborate with other departments to ensure customer satisfaction
  • Identify and escalate complex issues to senior customer service representatives or managers
  • Participate in training and development programs to improve customer service skills
  • Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores
  • Continuously seek opportunities to improve processes and procedures to enhance the customer experienc
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Sales Associate/ Specialist

Sams Club
04.2013 - 01.2018
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Consistently maintained store cleanliness and visual appeal, ensuring an inviting atmosphere for customers.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Developed a comprehensive understanding of product offerings and effectively communicated this knowledge to potential buyers, helping them make informed decisions.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Answered questions about store policies and addressed customer concerns.
  • Maximized customer satisfaction with personalized service, addressing concerns promptly and professionally.
  • Mentored new hires on best practices in sales techniques, leading to improved overall team performance.
  • Exceeded monthly sales targets through effective upselling techniques and consistent follow-ups with clients.
  • Boosted average transaction value through effective cross-selling of related products or services.

Education

High School Diploma -

Lopez High School
Brownsville, TX

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Microsoft Excel
  • Complaint resolution
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Order Processing
  • Team Development
  • Documentation
  • Microsoft PowerPoint
  • Customer Relationship Management (CRM)
  • Live chat support
  • Technical Support

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Comcast
03.2022 - Current

Customer Service Representative

TaskUs
01.2018 - 03.2022

Sales Associate/ Specialist

Sams Club
04.2013 - 01.2018

High School Diploma -

Lopez High School

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