Sonia Lopez
Phoenix,AZ
Summary
Friendly Inbound Call Center Representative with over 8 years of experience and practices to establish professional and positive relationships with customers. Hardworking individual possessing outstanding phone demeanor and excellent data entry abilities. Committed to providing support to communicate professionally in high call volume situations with minimal oversight. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
Work History
CASHIER/CUSTOMER SERVICE REPRESENTATIVE
Instaworks gigs
Phoenix, AZ
10.2023 - Current
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Balanced daily transactions on a computerized point-of-sale system.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Performed other duties as assigned by management.
- Answered customer questions and provided store information.
- Processed sales transactions to prevent long customer wait times.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
IN-HOME CAREGIVER
Navy Veteran
Phoenix, AZ
12.2018 - 08.2023
- Assisted with activities of daily living, including bathing, dressing, grooming, toileting, and eating.
- Performed light housekeeping tasks such as laundry, dusting and vacuuming.
- Organized client medications for timely administration.
- Accompanied clients on errands or outings for shopping or leisure activities.
- Provided emotional support by listening attentively to concerns expressed by clients.
- Maintained a clean work environment throughout shift.
- Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
INBOUND CUSTOMER SERVICE REPRESENTATIVE
Synergy Solutions
Phoenix, AZ
04.2016 - 08.2018
- Updated existing customer information as needed.
- Monitored call queues to ensure prompt response times.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
ON-SITE PROPERTY MANAGER
Arizona Investment Management
Phoenix, AZ
02.2011 - 11.2013
- Maintained property records and ensured accuracy of data.
- Conducted regular inspections of the building and grounds to identify maintenance needs.
- Coordinated repairs, renovations, and other improvements as needed.
- Handled tenant inquiries, complaints, and requests in a timely manner.
- Enforced rules for tenants such as noise levels, parking restrictions.
- Collaborated with legal counsel regarding rental agreements or disputes between tenants or landlords.
- Responded quickly to emergency situations involving the property or its tenants.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
COLLECTIONS AGENT
Collect Corp
Phoenix, AZ
03.2007 - 10.2009
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Prepared reports summarizing collection activity for management review.
- Resolved complex issues that arose during the collections process.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Updated account status records and collection efforts.
- Followed fair debt practices and regulatory guidelines when managing collections process.
ON-SITE PROPERTY MANAGER
Peak Investment Properties
Phoenix, AZ
01.2005 - 10.2007
- Created marketing plans to attract prospective renters to vacant units.
- Processed lease applications and conducted background checks on potential tenants.
- Executed move-in and move-out processes including walkthroughs with tenants.
- Advertised available units using print media or online listings sites like Craigslist.
- Negotiated contracts with vendors to ensure cost-effective services were provided.
- Supervised staff including maintenance, security personnel.
- Responded quickly to emergency situations involving the property or its tenants.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Provided customer service support by addressing tenant concerns or questions promptly.
- Managed day-to-day activities involving tenants, subcontractors and property management.
Education
High School Diploma -
Camelback High School
Phoenix, AZ05.2003
Skills
- Customer Service
- Customer Relationship Management
- Communicating With Clients
- Professional Phone Voice
- Customer Communications
- Inbound Phone Call Management
- Call Center Customer Service
- Payment Processing
- Daily Reporting
- Written and Verbal Communication
- Customer Support
- Problem-Solving Skills
- Call Controlling
- Database Research
- Data Entry
- Account Updating
- Complaint Resolution
- Great Understanding
- Emphathic
References
References available upon request.
Timeline
CASHIER/CUSTOMER SERVICE REPRESENTATIVE
Instaworks gigs
10.2023 - Current
IN-HOME CAREGIVER
Navy Veteran
12.2018 - 08.2023
INBOUND CUSTOMER SERVICE REPRESENTATIVE
Synergy Solutions
04.2016 - 08.2018
ON-SITE PROPERTY MANAGER
Arizona Investment Management
02.2011 - 11.2013
COLLECTIONS AGENT
Collect Corp
03.2007 - 10.2009
ON-SITE PROPERTY MANAGER
Peak Investment Properties
01.2005 - 10.2007
High School Diploma -
Camelback High School
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