Customer Service Office

Joselito Lopez

Cell Phone: 206-***-**** - *********@*****.***

PROFESSIONAL QUALIFICATIONS

• Computer Skills: Highly proficient in using. Lync 2013, Office 2012, 2013 and Office 365, Windows Xp,

Windows 7, and Windows 8.1.

• Certification: Completed Certification training in Westlaw legal research services, with additional experience with

LexisNexis.

• Legal Research and Writing: Successfully trained in accessing and utilizing law library resources, including

primary and secondary legal resources and attorney practice guides. Developed the critical skills necessary to

effectively communicate the results of legal research, including drafting correspondence and preparing complex

legal memoranda. Trained in drafting documents such as summons, complaints, and wills

• Civil Procedure: Trained in creating complex documents, including motions, discovery requests, and all relevant

leadings. Analyzed court rules; drafted pleadings and motions.

• Languages: Fluent in Spanish

EDUCATION

• 2010 - 2012 Edmonds Community College Associate of Arts and Associate of Technical Arts- Paralegal

Lynnwood, WA

• Labor and Employment law

• Intro to Criminal law

• Civil Procedure

• Intro to law and legal procedure

• Contract law

• Torts, Personal injury and liability

• Copyright and Trademark law

• Immigration law Seminar

RELEVANT WORK EXPERIENCE

2013 - Present Robert Half International – Commerce Platform BizOps (Microsoft Contractor) Chargeback

Recovery Analyst Bellevue WA

• Responsible for researching, responding and resolving dispute-related claims for Windows Store, Microsoft Store,

XBOX, Office 365, Azure, Windows Phone, and Dynamics and any Microsoft ecommerce transactions governed

by association rules and federal regulations such as (American Express, Visa, MasterCard and Discover)

• Managed an assigned caseload of claims and processed them according to applicable association timeframes.

• Determined if claim needs to be disputed, accepted or pro- active credits need to be provided, updated the system

to reflect all steps taken on the case for research purposes.

• Ensured that resolution meet internal and/or external rules, policies, procedures and regulations.

• Communicated with internal/external customers via email, phone, and fax.

• Responsible for the onboarding process and training new team members on using Microsoft Office and Microsoft

internal tools (Bing Ads, FORT, CAP, CMAT, and IP tools).

2012 - 2013 Robert Half International – Microsoft Store (Microsoft Contractor) Product Advisor Seattle WA

• Provided superior customer service while conveying an in depth understanding of Microsoft customers

• Extensive training on Microsoft Products: Microsoft Store, OneDrive, Surface, Skype, Xbox, Windows 7,

Windows 8, Office 2013, Office 365 and Windows Phones.

• Consistently ranked in top three for performance and number one in PC and Tablet sales.

• Stayed up-to-date on the latest data/entertainment technology and devices, such as Wi-Fi, data devices, TV

entertainment tools, Smartphones, Tablets.

• Averaged approximately $6000 in sales daily

• Performed activations of Windows Phones, as well as upgrades.

• Troubleshooted Windows 8 phones, Android phones, Windows 7 and 8 Computers and Tablets

• Upgraded and up-sold old packages and promotions to customers.

2004 - 2005 Cingular Wireless/AT&T Wireless Customer Care Representative (Corporate Accounts)

Bothell, WA

• Assisted customers with billing issues

• Troubleshooted customers' technical cell phone issues

• Upgraded and up sold new packages and promotions to customers

• Migrated customers from Cingular to AT&T, and activated new subscribers

• Educated customers on the advantages of GSM/TDMA technology

• Kept up to date on all the latest equipment, rate plans, and competitor

• Made recommendations on equipment and competitor product offerings'

• Assisted Business customers with corporate accounts

1998 - 2006 Kelly Services (Microsoft Contractor) Group Assistant Redmond, WA

• Manage details of multi-party conference calls, in-house and off-site meetings and luncheons, travel

arrangements, calendars, itineraries, agendas and preparation of expense reports

• Managed domestic and international logistics for the Legal and Marketing team

• Assisted the legal department with filing and sorting of immigration paperwork

• Procured supplies, computers, and communication equipment worth over $60,000 through MS Market.

• Used Microsoft internal tools (Xp10, MS Market, Headtrax, SharePoint, Virtual Earth, Autogroups)

• Responsible for scheduling meetings for all employees; escorts visitors to staff members' offices, photocopying,

faxing, shipping and mail distribution domestically and internationally, Performing data entry and database

maintenance.

• Routed publications and important information to recruiters and coordinators

• Managed logistics for recruiting events and special projects.

OTHER WORK HISTORY

2008 - 2009 Ikon - Children’s Hospital General Clerk Seattle WA

2007 - 2008 Pitney Bowes Mail & Package Delivery (Microsoft Contractor) Redmond, WA

2006 - 2007 Wolters-Kluwers Customer Service Representative (Kelly Services Contractor) Renton, WA

VOLUNTEER

2012 - Present Washington Can Community Organizer Seattle, WA

• Developed and coordinated programs designed to promote Washington Can and its services to the community and

its target population.

• Promoted activities and services through various forms of media.

• Responsible for recruiting, interviewing, hiring, training, and scheduling of volunteer workers.

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2013 - Present Center for Community Change Action Grassroots Ambassador Seattle, WA

• Responsible for educating the public on the importance of protecting and strengthening Social Security, Medicare

and Medicaid

• Participate in advocating, peer organizing, and speaking to the local media.

LEADERSHIP

2012 - Present Washington Can Leadership Council Seattle, WA

2010 - 2012 Latin American Student Association, Edmonds Community College President Lynnwood, WA

AWARDS

Honorary Triton Award - 2010-2011

Dedicated Leader Award - 2010-2011 - Latin American Student Association

Dedicated Volunteer - 2010-2011 - Edmonds Community College, Office of Student Life

Who’s who of American Colleges -2012

Edmonds Community College Dean’s List - 2011-2012

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