Susana Lopez
Jacksonville,USA
Summary
Dedicated professional with a strong background in customer service, skilled in active listening and problem-solving to enhance customer satisfaction. Proven ability to manage time effectively and collaborate with teams to improve service processes. Eager to leverage these skills as a Customer Service Representative to support and grow with the new team.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Maximus
04.2019 - 11.2025
- Enhanced customer experience by responding to inquiries and providing detailed information on products and services.
- Addressed customer concerns with a focus on empathy and professionalism to foster positive experiences.
- Worked with team members to refine service workflows, enhancing overall efficiency.
- Managed high-volume call queues, ensuring timely responses to customer needs.
- Mentored new staff on best practices for customer interaction and support systems.
- Analyzed feedback data to identify trends and recommend service enhancements.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Sales Associate
Park slope
07.2011 - 03.2019
- Delivered exceptional customer service by actively engaging with clients and addressing their needs.
- Assisted in inventory management by organizing stock and maintaining accurate product displays.
- Collaborated with team members to achieve sales goals and enhance overall store performance.
- Developed strong relationships with clients, ensuring repeat business and loyalty.
- Resolved customer complaints efficiently, improving overall shopping experience.
- Maintained accurate records of transactions and inventory levels for effective reporting.
- Enhanced store presentation by organizing product displays to attract customers effectively.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Teacher’s Assistant
Mary Cariola
09.2015 - 05.2018
- Supported teachers in delivering individualized instruction and adapting lesson plans for diverse learners.
- Assisted in classroom management, fostering a positive learning environment through effective communication.
- Supported students with special needs, fostering an inclusive learning environment.
- Organized and facilitated educational activities, promoting critical thinking and collaboration among students.
- Improved student comprehension by implementing innovative teaching methods and incorporating visual aids in lessons.
- Supported the lead teacher in developing curriculum materials, ensuring alignment with state standards and educational objectives.
- Served as a positive role model for students by demonstrating professionalism, respectfulness, and an unwavering commitment to education excellence.
Education
GED - undefined
OACES
Rochester, NYSkills
- Active listening
- Time management
- Data entry
- Problem-solving
- Critical thinking
- Customer service
- Performance metrics analysis
- Empathy in customer service
- Team collaboration
- Mentorship and training
Timeline
Customer Service Representative
Maximus
04.2019 - 11.2025
Teacher’s Assistant
Mary Cariola
09.2015 - 05.2018
Sales Associate
Park slope
07.2011 - 03.2019
GED - undefined
OACES