Customer Service Data Entry

Ivette Lopez

**** * ********* ***, **********, CA 90640 C: 714-***-**** *********@******.***

Summary

Customer Service Representative with extensive experience in managing customer interactions, leading teams, and consistently exceeding sales goals. Skilled in providing exceptional service to customers, resolving issues quickly, and enhancing team performance. Fluent in Spanish and committed to providing top-quality support.

Key Accomplishments

• Consistently ranked as a Top Sales Representative and promoted to Top Team Lead.

• Developed and improved training procedures in collaboration with management, resulting in increased CSR performance.

• Known for resolving customer complaints on the first call, avoiding escalation.

• Assisted Quality Assurance team by auditing calls and offering constructive feedback to team members.

Skills

• Customer service and complaint resolution

• Sales generation and lead conversion

• Team leadership and mentoring

• Bilingual: Fluent in Spanish

• Training and development of new hires

• Data entry and systems management

• Strong attention to detail and organizational skills

• Call center operations and performance auditing

Professional Experience

Call Center Representative/Manager

Finance of America – Anaheim, CA

June 2017 to Present

• Managed a team of customer service representatives (CSRs), providing leadership, support, and feedback to improve team performance.

• Handled inbound and outbound calls to assist potential borrowers and generate leads for loan officers.

• Responded to customer inquiries, ensuring accurate information was provided to facilitate loan processing.

• Played a key role in developing strategies to enhance call center operations and sales conversion.

• Provided ongoing coaching to team members, helping them improve their performance and achieve sales goals.

Call Center and Collections Professional

Documents Management, Inc. – Santa Ana, CA

July 2012 to July 2017

• Managed subpoena processing and workers' compensation cases, ensuring timely and accurate documentation.

• Responded to denial of payment issues from insurance companies, advocating on behalf of clients to resolve issues promptly.

• Provided support for the collections team by managing a variety of customer inquiries and assisting with account reconciliations.

Education and Training

Certified Medical Billing and Coding Specialist

Everest College – Anaheim, CA

Graduated in 2012 with a 4.0 GPA

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