Susana Lopez
Oceanside
Summary
Enthusiastic Customer Service Oriented Professional with a proven track record of delivering outstanding results in a fast paced, time sensitive environment specifically in working with seniors and people with disabilities. Particularly talented with escalated customer issues and one-call resolution of concerns. Highly flexible, versatile and results driven. A Team Player who enjoys exceeding goals and increasing knowledge.
Overview
26
26
years of professional experience
Work History
Contractor
SDG&E
02.2022 - 11.2025
- Process new service orders submitted through PMP
- Schedule disconnect/reconnect work crew calendar according to requirement
- Setup trench and mandrin inspections as needed for submitted service orders
- Answer calls and emails back to team and customers in a timely manner with updates on service orders
- Process SBL for our linemen
- Verify billing application and permits received for service orders
- Follow up on help service orders and confirm if requested documentation has been received and processed
- Consulted with customers to assess needs and propose optimal solutions.
- Coordinated with cross-functional teams to ensure alignment on project objectives and timelines.
- Enhanced communication strategies between departments, fostering collaboration and information sharing.
- Developed training materials to facilitate onboarding of new staff in operational procedures.
- Collaborated with cross-functional teams to ensure seamless project execution and delivery.
- Trained new team members to apply best coding best practices and proper use of development tools.
- Collected, arranged, and input information into database system.
Urgent Response Dispatcher
Great Call (5 Star Urgent Response)
01.2017 - 02.2022
- Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for alerting SAP
- Assist team with special projects
- Translate information to the appropriate dispatch codes
- Coordinated emergency response efforts to ensure timely assistance for clients in urgent situations.
- Monitored communication systems for real-time updates and efficient dispatching of resources.
- Mentored junior dispatchers, fostering professional growth and ensuring adherence to best practices in operations.
- Perform emergency medical dispatch and crisis intervention services
- Ask vital questions and provide pre-arrival instructions for emergency medical calls
- Monitor and operate computer equipment
- Receive and respond to a variety of emergency and non-emergency services and complaints
- Ask questions to interpret, analyze and anticipate the caller’s situation to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
- Monitor and respond to a variety of technical systems and alarms
- Led cross-functional teams during high-pressure situations, maintaining composure and focus on client needs.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Answered phone calls and responded to customer emails.
Return Material Specialist/Customer Service Representative
TE Connectivity
11.2015 - 12.2016
- Work with vendors and Distributors to build and maintain strong business relationships with our customers
- Ability to multi-task and prioritize projects
- Create and monitor orders for on time production/delivery dates
- Ensure expedite request are flagged and received/acknowledged by appropriate parties
- Provide tracking information for orders to distributors/engineering
- Prioritize order submission and hard allocations depending circumstance: on a case by case basis
- Create/Authorize/Review and monitor emails/correspondence from customers and customer service associates to provide return authorization numbers while exceeding customer timeframes
- Work closely with finance department and receiving to validate RMA claims before SAP implementation (Legacy System)
- Create credits in SAP for valid claims and ship debits
- Proficiency in Microsoft Suite (Outlook, Excel, Word, etc.)
- Work with engineering team to validate claims of defective material
- Enter/modify/create/delete purchase orders as requested by customer
- Experience reading, interpreting and understanding contract and purchase Order information
- Validate eligibility and certification of visitors to our site (ITAR)
- Acting as a liaison between customer and any internal points of contact
- Independently and as a team member, investigate and resolve customer issues
- Identify and drive corrective actions and improvement projects that will raise customer satisfaction levels
- Process customer orders/changes according to established department policies and procedures in a timely and accurate manner
- Strong interpersonal skills and ability to consistently demonstrate working in a team
- Ability to work with all levels within the organization
- Developed process improvement focus that includes time management, attention to detail and organizational skills
- Excellent interpersonal and communication skills
- Ability to maintain progress on multiple tasks, ability to set priorities
- Consistently provide RMA to customers within a 24 hour turnaround time
- Strong decision making/Prioritizing skills
- Ability to be a team player, customer focused, effective listener, excellent communication and telephone skills, excellent decision making and problem solving ability
- Adapt to business changes
Customer Service Representative/Return Materials/Order Entry
Aerotek temp for TE Connectivity
03.2015 - 11.2015
- Able to work with customers to build and maintain strong business relationships with our customers
- Enter all orders for customer service team in a timely and accurate manner
- Ability to multi-task and prioritize projects according to deadlines
- Create/Authorize/Review and monitor emails/correspondence from customers and customer service associates to provide return authorization numbers while exceeding customer timeframes
- Validate eligibility and certification of visitors to our site (ITAR)
- Acting as a liaison between customer and any internal points of contact
- Independently and as a team member, investigate and resolve customer issues
- Identify and drive corrective actions and improvement projects that will raise customer satisfaction levels
- Process customer orders/changes according to established department policies and procedures in a timely and accurate manner
- Strong interpersonal skills and ability to consistently demonstrate working in a team
- Proficiency in Microsoft Suite (Outlook, Excel, Word, etc.)
- Ability to work with all levels within the organization
- Developed process improvement focus that includes time management, attention to detail and organizational skills
- Excellent interpersonal and communication skills
- Ability to maintain progress on multiple tasks, ability to set priorities
- Consistently provide RMA to customers within a 24 hour turnaround time
- Strong decision making skills
- Ability to be a team player, customer focused, effective listener, excellent communication and telephone skills, excellent decision making and problem solving ability
- Adapt to business changes
Customer Service Coordinator Host for Rite Aid Account
Kellermeyer Bergensons Services
11.2013 - 11.2014
- Sole point of contact for large, nationwide commercial accounts in all customer service areas
- Create work order tickets and dispatch contractors and third party vendors for client services
- Distribute completed work tickets to accounting department to process invoices
- Receive all sign daily from contractors to assign work, follow up on services and solve any issues
- Large volume of individual offices, contractors, and clients to manage projects simultaneously
- Schedule and management of quarterly projects, ensuring material are available per clients site and adequate staff is in place for client services
- Document activity into internal database and MS Excel for easy reference for management and accounting
Bi-lingual Customer Service Representative
LifeProof
08.2013 - 10.2013
- Worked with upset customers with our products/damage to their device
- Accepted 30-50 calls in a center while resolving issues via email correspondence in between phone calls
- Explained rules and regulation
- Researched past order/replacement history
- Processed replacement orders/refunds
- Gathered confirmed/updated verification information
- Notated every customer transaction
Bi-lingual Customer Service Rep/Retention
Sterling Payment Technologies
07.2010 - 07.2013
- Diffused aggravated customers
- Accepted between 30-50 calls daily/made outbound calls to assure customer satisfaction
- Increased retention percentage of customer base
- Reduced cancellation percentage by 17% in 12 months
- Received customer satisfaction emails and letters for my exceptional service
- Received positive feedback from Quality Assurance manager for being able to diffuse situations before they escalated
- Explained agreements signed/policy/procedure
- Verified signed documentation and reviewed contract terms & rates
- Consistently exceed expectation on quality assurance calls
Bi-lingual HSII Lead
Disability Service Office
06.2006 - 09.2009
- Assigned special projects and reporting responsibilities and reviewed eligibility for QMB, SMB, SMF, OHP, OSPM, PMDDT and SNAP programs referred clients to outside agencies when unable to assist in office
- Responsible for determining eligibility and issuing/cancelling benefits
- Maintained and updated caseload of 500+ caseload
- Worked with clients to assist with questions and issues regarding services/benefits
- Assisted our clients find outside resources when needed
- Acted as a liaison between clients and resources assuring that the client provided needed paperwork or documentation needed for programs
- Assisted clients in finding in home care workers
- Matched in home care workers with clients in need of services
- Researched and responded to customers inquiries referring to resources/database
- Received quality certificates for my reviewed cases for 100% accuracy
- Received numerous positive client feedbacks to management for going above and beyond in servicing their cases
- Prepared forms and documents using word processing for certification/recertification of benefits
- Maintained updated files and records
- Translated document from English to Spanish and scheduled interpreters when needed in a different language
- Scheduled appointments for new intakes/recertifications and made appropriate referrals when needed
- Prioritized agency application based on need
- Daily intakes of 0-20 new clients applying for Title XIX, General Assistance and for the SNAP program
- Maintained computer literacy of software and updates concerning processing and eligibility requirements
- Review and assigned work to my team
- Participated in interviewing process for new team members
- Trained new employees to perform support staff duties as well as eligibility work procedures
Bi-lingual Human Service Specialist
Oregon Department of Human Services
12.2005 - 06.2006
- Assisted as many clients as possible to reduce our workload for our team
- Prioritized applications received for clients who were applying for benefits
- Scheduled appointment for new clients to meet with eligibility workers based on needs and benefits application, SNAP/Emergency medical/OHP plan
- Issued and cancelled benefits
- Completed daily reports for eligibility workers for applications needing completion
- Prioritized projects/applications
- Transferred eligible cases to respective offices
- Maintained detailed computer logs of all documentation received from clients and outcome
- Verified that new applicants had all necessary documentation
- Welcomed anyone who walked in through our doors
- Received and processed incoming and outgoing mail
- Monitored and maintained adequate quantity of office supplies
- Answered switchboard phones and accurately assisted the caller
- Advised people of potential services that DHS offered that might assist them
- Directed inquiries and paperwork to appropriate department/worker
- Accurately provided information to each client of what was needed for recertification or for applying for benefits
- Handled account transfers in and outs
- Processed and updated information into computer using State software
- Coordinated with personnel to relay correct customer information
- Answered multi-line phones system and properly routed calls
- Greeted each person who visited the center and advised of available programs
- Issued and cancelled EBT cards
Bi-lingual Customer Service Representative/Sales Rep./Retention
U.S. Cellular
06.1999 - 12.2005
- Received awards for upselling and adding verticals
- Consistently met and exceeded quotas for selling and upselling services and vertical features
- Able to exceed company standards for saved/retained customers
- Received US Cellular Gold award for exceeding company goals in selling roadside assistance
- Processed customer payments or purchases through the cash register
- Consistently earned bonuses for recommending vertical features/services to customers
- Adept at finding the need behind the need to create win/win situations
- Exceeded company expectations in a high volume call center accepting between 50-70 calls of an escalated nature
- Exceeded monthly quota consistently in customer retention by offering additional services/verticals/adjusting plans as necessary
- Assisted customers calling in inquiring about billing issues/discrepancies
- Resolved customer issues who wanted to terminate services
- Clearly notated every account touched/updated system with current information/offers being made
- Exceeded quality assurance standards on a consistent basis
Education
High School Diploma -
Crater High School
Central Point, ORSkills
- Attention to detail
- Customer service
- Time management
- Problem-solving
- Project management
- Project oversight
- Conflict resolution
- Decision-making
- Team collaboration
- Multitasking and organization
- Verbal and written communication
- Client relations
- Customer support
- Critical thinking
- Client communication
Professional Profile
- Bilingual English & Spanish Oral & Written
- Talented Written & Verbal Communicator
- Ability to multi-task/Prioritize multiple projects
- Excel at building and maintaining working relationships
- Exceptional customer service skills
- Strong Organizational & Problem Solving Skills; Calm under pressure
- Motivational Team Leader/Hiring & Training Aptitude
- Proficiency with Government Assistance Programs/forming strong bonds with customers
- Strong listening skills which allow me to assess a situation and gather information to determine needs
- Experience diffusing upset/irate customers
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Contractor
SDG&E
02.2022 - 11.2025
Urgent Response Dispatcher
Great Call (5 Star Urgent Response)
01.2017 - 02.2022
Return Material Specialist/Customer Service Representative
TE Connectivity
11.2015 - 12.2016
Customer Service Representative/Return Materials/Order Entry
Aerotek temp for TE Connectivity
03.2015 - 11.2015
Customer Service Coordinator Host for Rite Aid Account
Kellermeyer Bergensons Services
11.2013 - 11.2014
Bi-lingual Customer Service Representative
LifeProof
08.2013 - 10.2013
Bi-lingual Customer Service Rep/Retention
Sterling Payment Technologies
07.2010 - 07.2013
Bi-lingual HSII Lead
Disability Service Office
06.2006 - 09.2009
Bi-lingual Human Service Specialist
Oregon Department of Human Services
12.2005 - 06.2006
Bi-lingual Customer Service Representative/Sales Rep./Retention
U.S. Cellular
06.1999 - 12.2005
High School Diploma -
Crater High School