Terrell Lopez

Bronx, NY 646-***-**** ad3zor@r.postjobfree.com

Results-driven Customer Service Specialist with 8+ years of experience delivering exceptional customer service, optimizing call quality, and improving operational processes to exceed company goals. Skilled at identifying new business opportunities and spearheading new program initiatives to enhance customer experience, while boosting sales.

Customer-centric professional skilled at managing teams and streamlining daily operational tasks to improve staff efficiency and productivity. Proficient in responding to customer inquiries, analyzing data to identify operational gaps, implementing data-informed initiatives, and resolving issues to maintain customer satisfaction.

Account Management Customer Service Quality Assurance Risk Analysis Performance Evaluation Training and Development Team Management Conflict Resolution Communication Customer Feedback Analysis Data Management Client Relationship Sales Generation Problem-Solving Strategic Planning Operational Processes Billing and Processing Customer Satisfaction

Technology: Microsoft Office (Word, PowerPoint & Excel); Microsoft Outlook; Salesforce; Zendesk; 40 wpm

PROFESSIONAL EXPERIENCE

Sandata Technologies (2017–2024) Port Washington, NY

Tier 2 Specialist August 2021–January 2024

Promoted to Tier 2 Specialist for exceeding customer service target goals by resolving customer concerns effectively and delivering actionable solutions to improve customer satisfaction.

Improved customer relationship by streamlining communication to address customer concerns by providing accurate and timely updates regarding the status of their account.

Maintain accurate records of customer inquiries and interactions by opening tickets, processing customer accounts, and filing documentations in a timely manner.

Evaluate tickets to identify customer issues and provide appropriate solutions and alternatives, improving customer satisfaction by 65%.

Appropriately escalate tickets to Tier 3 when needed based on established SLA regulations.

Tier 1 Customer Support Representative November 2017–August 2021

Streamlined operational processes to improve staff efficiency, improve customer interactions, and deliver the highest quality of care.

Effectively identified, researched, and resolved complex customer issues and requests related to Medicare and Medicaid healthcare to deliver exceptional customer service.

Provided effective and timely solutions for a diverse range of customer inquiries, both over the phone and email.

Stayed abreast of Sandata’s evolving catalog of services and products, as well as state and federal regulatory guidelines to provide customers with informed and accurate assistance.

PSEG Long Island Long Island, NY

Business Customer Advocate March 2017–October 2017

Collaborated with a team of 12 to spearhead new pilot program to improve customer experience, implementing data-informed initiatives, resulting in clients providing valuable feedback to improve services provided.

Initiated and executed proactive business-to-business community outreach, engaging with owners and representatives of small to medium commercial businesses.

Effectively communicated with business owners to identify areas of improvement and implement targeted strategies to address customer concerns, increase customer satisfaction regarding PSEG Long Island services, and enhance overall service experience.

Increased community awareness of program services by participating in community events, sharing informational resources to residents, and fostering positive connections.

RTI International New York, NY

Field Interviewer November 2016–February 2017

Administered daily operational tasks to execute the High School Longitudinal Study of 2009 by the National Center of Education Statistics of the U.S Department of Education’s Institute of Educational Sciences.

Conducted a comprehensive interview by issuing a 35-minute questionnaire to participants and inputted data into database.

Maintained performance expectations in areas of efficiency, quality, response rates, and schedule.

Consolidated Edison Queens, NY

Direct Installer August 2016–October 2016

Collaborated with leadership team to spearhead new start-up program to promote energy efficiency alternatives to prospective customers located in Brooklyn and Queens.

Executed face-to-face marketing initiatives to residents by communicating the program's objectives and highlighting benefits of participating in new energy efficiency program.

Achieved high productivity levels by completing an average of 10 home visits per day, consistently meeting and exceeding the program's set quota.

ShopKeep New York, NY

Customer Care Advisor & Supervisor June 2014–July 2016

Collaborated with cross-functional teams to address escalated concerns and provide effective solutions in a timely manner. Oversaw a team of 6 customer service representatives to ensure quality assurance and provide constructive feedback to aid in their professional growth and development.

Mitigated risks by adhering to quality procedures and ensuring compliance with regulatory requirements.

Exceeded established performance goals in efficiency, call quality, customer satisfaction, and first call resolution, showcasing a commitment to delivering exceptional service.

Created detailed Excel spreadsheets to meticulously record customer call-backs, outage issues, and upcoming beta testings.

Analyzed operational data to identify performance gaps and trends and develop data-informed strategies to resolve issues, increasing customer satisfaction by 50%

Derocahes Internet Services New York, NY

Customer Account Management January 2013–May 2014

Cultivated and maintained relationships with a caseload of 10 clients by providing unparalleled support, ensuring continuous responsiveness to client needs.

Standardized operational processes by implementing best practices to improve client overall experience.

Managed the end-to-end client experience for existing small to mid-sized clients, serving as the primary point of contact post-sale.

Proactively identified new business opportunities, aligning client goals with potential areas for growth and development.

Nimble TV New York, NY

Account Service Representative June 2012–January 2013

Collaborated with management team to develop comprehensive evaluation metrics to improve turn-around time and staff productivity. Refined strategies for market penetration and enhancing customer retention by 30%

Managed 70 client accounts by updating client information, activating package upgrades, opening tickets, answering client questions, and troubleshooting equipment and software issues.

Evaluated operational data to identify opportunities for process enhancement and implemented solutions to elevate overall team performance.

National Grid Long Island, NY

Customer Service Analyst January 2012–June 2012

Streamlined operational processes when responding to customer inquiries, increasing customer satisfaction by

Analyzed data to identify trends and develop data-informed strategies to enhance staff sales pitch, improve customer experience, and ensure quality assurance.

Completed daily operational tasks, including responding to customer inquiries, processing new service orders, and resolving emergency issues in a timely manner.

Time Warner Cable Queens, NY

Customer Service Representative December 2008–January 2012

Managed day-to-day operations, including maintaining general client accounts, processing customer orders, upselling products and services, troubleshooting software, while ensuring customer satisfaction.

Resolved customer complaints via phone by actively listening to identify problems and provide comprehensive solutions.

Achieved “Best in Class” Award for delivering exceptional quality assurance to customers and exceeding company expectations during a random customer call evaluation protocol.

EDUCATION

Master of Arts – Education Kaplan University

Bachelor of Arts – English SUNY Plattsburgh University

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