Itzel Lopez
El Paso
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Personable and dedicated Customer Service Representative with extensive experience in AVANZA industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
6
6
years of professional experience
Work History
CSR
avanza
El Paso
04.2023 - Current
- Promoted available products and services to customers during service, account management and order calls.
- Handled customer inquiries and complaints in a timely manner.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Developed strong customer relationships to encourage repeat business.
- Supported sales team members to drive growth and development.
- Researched required information using available resources.
- Updated databases with new and modified customer data.
- Generated reports on customer inquiries and complaints for management review.
- Processed orders, forms, applications, and requests.
- Set up and activated customer accounts.
Receptionist
Expeditors
El Paso
09.2021 - 04.2023
- Reported suspicious individuals to supervisor.
- Served as company concierge to employees requiring assistance help with travel arrangements.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar, and spelling.
- Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance.
- Organized conference room reservations for meetings or events.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
MCDONALDS
Shift manager
El Paso
11.2017 - 09.2021
- Recognized by management for providing exceptional customer service.
- Planned and completed group projects, working smoothly with others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Some College (No Degree) -
EPCC
EL PASO Skills
- Complaint Handling
- Complaint Resolution
- Report Generation
- Paperwork Processing
- Scheduling
- Appointment Scheduling
- Information Security
- Documentation
- Warranty Service
- Research
- Prioritization
- Critical Thinking
- Quality Control
- Microsoft Excel
Affiliations
- GYM
- COOK
Languages
Spanish
First Language
English
Intermediate (B1)
B1
Timeline
CSR
avanza
04.2023 - Current
Receptionist
Expeditors
09.2021 - 04.2023
MCDONALDS
Shift manager
11.2017 - 09.2021
Some College (No Degree) -
EPCC
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