Alma Lopez
El Paso
Summary
Representative with over 20 years of customer care experience in a fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Spanish.
Overview
24
24
years of professional experience
Work History
Lead Operator
HGS AMEX
01.2021 - Current
- Assisted production and training chat, guiding team members how to process calls by using Colleague Help Center (CHC).
- Assisted with live escalated calls.
- Coached and developed new agents for certification purposes.
- Conducted calibration sessions for new agents to maintain consistency.
- Promoted training engagement activities, to create a fun work place.
Customer Care Professional
HGS AMEX
11.2019 - Current
- Identified customer issues with products or services, investigated causes, and initiated resolutions.
Quality Analyst
HGS RCN
12.2018 - 11.2019
- Monitored inbound and outbound calls made by 25 employees to provide constructive feedback.
Customer Service Representative
HGS RCN
11.2017 - 12.2018
- Responded to customer requests for products, services and company information.
- Educated customers on promotions to enhance sales.
Life Insurance Sales Agent
American Income Life Insurance
04.2016 - 11.2017
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
Customer Service Representative
GC Services Limited Partnership
06.2011 - 03.2016
- Provided primary customer support to internal and external customers in fast-paced environment.
Manager
GC Services Limited Partnership
08.2005 - 07.2011
- Supervised 20 employees in an inbound call customer service environment by monitoring performance, coaching and offering ways to met expectations.
Customer Service Representative
GC Services Limited Partnership
11.2000 - 08.2005
- Answered constant flow of customer calls in a fast pace environment.
Education
High School Diploma -
Preparatoria El Chamizal
Ciudad Juarez Chihuahua06.1993
Associate of Arts - Arts
El Paso Community College
El Paso Texas06.1998
Skills
- Cable, Internet and phone support
- First call resolution
- Quality assurance
- Collections
- Payment processing
Timeline
Lead Operator
HGS AMEX
01.2021 - Current
Customer Care Professional
HGS AMEX
11.2019 - Current
Quality Analyst
HGS RCN
12.2018 - 11.2019
Customer Service Representative
HGS RCN
11.2017 - 12.2018
Life Insurance Sales Agent
American Income Life Insurance
04.2016 - 11.2017
Customer Service Representative
GC Services Limited Partnership
06.2011 - 03.2016
Manager
GC Services Limited Partnership
08.2005 - 07.2011
Customer Service Representative
GC Services Limited Partnership
11.2000 - 08.2005
High School Diploma -
Preparatoria El Chamizal
Associate of Arts - Arts
El Paso Community College
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