Adriana Cruz Lopez
Customer Care Representative/Interpreter
Coacalco
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and resolving complex issues. I excel in fast-paced environments, achieving significant outcomes in customer care, tech support, and as an interpreter. My expertise includes English fluency and effective call management, ensuring excellence in every interaction.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Collections Agent
Firstsource Solutions/Affirm
08.2024 - 01.2025
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Medical Interpreter
LanguageLine
04.2024 - 07.2024
- Ensured clear communication by providing precise interpretation of doctor''s instructions, diagnoses, and prescriptions to non-English speaking patients.
- Enhanced patient understanding by accurately translating medical terminology and complex concepts between medical professionals and patients.
- Followed ethical codes to protect confidentiality of patient medical information.
- Adapted quickly to various settings within the hospital environment – from emergency rooms to outpatient clinics – providing consistent high-quality language support regardless of location.
Customer Service Representative
Tech Mahindra/Verizon
05.2023 - 02.2024
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
Claims Representative
Teleperformance/Chase
10.2022 - 05.2023
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Followed up with customers on unresolved issues.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
Customer Service Representative
TELAT/Planet Art/Getting Out
04.2020 - 09.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Sales Representative
Young Living
02.2019 - 03.2020
- Expanded customer base through cold calling, networking, and relationship building.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
Customer Care and Tech Support Representative
TTEC/Dish Network
03.2018 - 12.2018
- Participated in regular product training sessions to stay current on updates and enhancements.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
Education
Associate of Science - Psychology
FES ZARAGOZA UNAM
CDMX 05.2001 -
Skills
English fluency
Problem-solving
Active listening
Complaint resolution
Teamwork and collaboration
Call management
Timeline
Collections Agent
Firstsource Solutions/Affirm
08.2024 - 01.2025
Medical Interpreter
LanguageLine
04.2024 - 07.2024
Customer Service Representative
Tech Mahindra/Verizon
05.2023 - 02.2024
Claims Representative
Teleperformance/Chase
10.2022 - 05.2023
Customer Service Representative
TELAT/Planet Art/Getting Out
04.2020 - 09.2022
Sales Representative
Young Living
02.2019 - 03.2020
Customer Care and Tech Support Representative
TTEC/Dish Network
03.2018 - 12.2018
Associate of Science - Psychology
FES ZARAGOZA UNAM
05.2001 -
Similar Profiles
Jaqueline RubioJaqueline Rubio
Patient Financial Advocate at Firstsource SolutionsPatient Financial Advocate at Firstsource Solutions
Laura StuckeyLaura Stuckey
Customer service analyst at Firstsource solutions NatwestCustomer service analyst at Firstsource solutions Natwest
Mayank MishraMayank Mishra
Transition Manager at Firstsource SolutionsTransition Manager at Firstsource Solutions
Yohan Michel Maldonado HernandezYohan Michel Maldonado Hernandez
EJECUTIVO DE SERVICIO BILINGUE at MarriottEJECUTIVO DE SERVICIO BILINGUE at Marriott
Violeta Azucena Meza RuizVioleta Azucena Meza Ruiz
Artistic Director at Panamerican Dance CommunityArtistic Director at Panamerican Dance Community