Lewis Borja Lopez

Moorpark, CA 805-***-****

ad2emd@r.postjobfree.com

Customer Service Representative

Analytical and dedicated professional with extensive experience in customer service, relationship building, general administration, and call center operations management. Skilled in delivering exceptional customer service, addressing customers’ issues, developing innovative solutions, and achieving maximum satisfaction. Solid history of success in managing customer service and call center operations, administering incoming and outgoing calls, identifying, and meeting customer’s requirements, and adhering to Standard Operating Procedures (SOPs). Adept at implementing administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives. Excellent interpersonal and communication skills along with proven ability to build and maintain long-term professional relationships with customers. Expertise in providing customers with a world-class experience and developing composure and proper de-escalation techniques to manage stressful situations.

Areas of Expertise

Superior Customer Service

Call Center Operations Management

Team Training & Management

Operational & Procedural Improvement

Client Satisfaction & Retention

Data Collection & Analysis

Risk Assessment & Mitigation

Reporting & Documentation

Quality Assurance & Control

Network Building & Management

Claim Handling & Issue Resolution

De-Escalation Techniques

Professional Experience

Ross Department Stores, Newbury Park, CA 2021 to 2022

Customer Service

Open registers and manage cash to ensure accurate amounts in each register, maintain precise financial records, and minimize discrepancies. Process returns and issued cash refunds and store credits promptly to provide efficient and satisfactory resolution to customers. Assist customers in locating items to deliver excellent customer service and meet their specific needs.

Successfully de-escalated hostile customers regarding unresolved purchases.

Oversaw all store purchases, including credit card, cash, and check transactions to confirm smooth and error-free transactions, enhance customer satisfaction, and increase sales.

Newbury Park First Christian Church, Newbury Park, CA 2019 to 2021

Homeless Ministry

Prepared meals for needy and homeless families in the Conejo Valley with a focus on providing nourishment and support to those in need. Offered effective support in serving cooked meals to individuals and families.

Arrived at the meeting location and set up tables, chairs, and canopies to ensure comfortable and organized environment.

Collaborated with other churches to establish food share program, address needs of struggling families, and contribute to community support initiatives.

Nerium International, Newbury Park, CA 2014 to 2019

Customer Service Sales

Increased sales and revenue growth by promoting skin products for Nerium International through effective marketing strategies. Organized and hosted engaging wine and cheese parties as a platform to promote Nerium products and create relaxed and enjoyable environment for potential customers. Delivered product samples to customers, enabling them to experience the benefits firsthand and make informed purchasing decisions. Utilized PowerPoint presentations and video clips to deliver compelling information about the company and skin products with a focus on educating and engaging customers in features and advantages of Nerium's offerings.

Generated significant revenue by selling Nerium products to customers at wine and cheese parties.

Developed and managed portfolio of customers while building and maintaining strategic relationships for repeat business..

Macys Department Stores, Thousand Oaks, CA 2014 to 2015

Customer Service

Ensured the presentation and attractiveness of store aisles and displays to visually appeal shopping environment for customers. Recovered and placed merchandise in the appropriate departments to maintain organization and ease of access for customers. Managed all store transactions and provided seamless/efficient service to customers with high accuracy and security in financial transactions.

Achieved monthly quota of enrolling new customers into Macy’s Department Store Credit Card.

Upsold Macy's Store credit card memberships while communicating the benefits and advantages to customers and encouraging their enrollment.

Bank of America Home Loans, 2009 to 2014

Collections

Arranged pre-qualified loans for modification assistance, resulting in homeowners securing permanent modifications and experiencing reduced payment obligations. Offered valuable assistance to homeowners by developing repayment plans, resolving past due delinquencies, fostering financial stability, and supporting their journey towards financial recovery.

Achieved a consistent monthly collection of $250K in units and balances on delinquent accounts by recovering timely repayment using effective financial management skills.

Conducted 90 calls per day to homeowners and attorneys, offering prompt assistance and maintaining high level of professionalism within the fast-paced call-center environment.

Gathered relevant information and reviewed loan modifications by making outbound phone calls to homeowners and requesting essential loan documents, such as bank statements and proof of income.

Additional Experience

File Clerk, Appleone Employment, Agoura, CA

Customer Service, Homegoods Department Store, Thousand Oaks, CA

Customer Service, Kohl’s Department Stores, Newbury Park, CA

Editor, Kelly Services, Westlake Village, CA

Overseas English Teacher, English Language Institute, Shenzhen, China

Customer Service, K-Mart Stores, Simi Valley, CA

Legal Assistant Intern, Ventura County Self Help Legal Clinic, Simi Valley, CA

Customer Service, Blue Cross of California, Newbury Park, CA

Outreach Specialist, Child Development Resources of Ventura, Oxnard, CA

Job Coach, Arc Foundation, Oxnard, CA

Post Confirmation Youth Leader, Holy Cross Catholic Church, Moorpark, CA

Customer Service Representative, Pizza Hut, Thousand Oaks, CA

Public Service Intern, Kclu National Public Radio 88.3fm, Thousand Oaks, CA

Education & Credentials

Bachelor of Arts (BA) in English (Minor in Communication Arts)

California Lutheran University, Thousand Oaks, CA

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