Customer Service Pro with Revenue-Driven Solutions

LEWIS BORJA LOPEZ

Moorpark, CA 805-***-**** *************@*****.***

Customer Service Representative

Accomplished and results-driven Customer Service professional with extensive experience delivering exceptional customer experiences, resolving complex inquiries, and consistently exceeding service standards across diverse retail environments. Sk illed at managing high-volume transactions, de-escalating customer complaints, and ensuring client satisfaction in fast-paced, demanding settings. Recognized for upselling and enhancing customer engagement through strategic product presentations and compelling merchandising. Adept at collaborating with cross-functional teams to streamline operations, enhance service quality, and achieve organizational goals. Experienced in managing client interactions across diverse communication channels, ensuring swift resolution and consistently high customer satisfaction ratings. Experienced in leading outreach initiatives, managing confidential information, and utilizing technology-driven solutions to optimize service efficiency and financial outcomes. CORE S K I L L S & COMPETENCIES

• Customer Relationship Management

• Conflict Resolution & Mediation

• Effective Communication

• Complaint Handling & Resolution

• Sales & Upselling Techniques

• Cash Handling & Transaction Accuracy

• Customer Retention & Loyalty

• High-Volume Call Handling

• Inbound & Outbound Call Management

• Dispute & Problem Resolution

• Negotiation Strategies

• Product Presentation

• Visual Merchandising

• Upselling & Cross-Selling

• New Customer Enrollment

PROFESSIONAL EXPERIENCE

FIRST SOURCE, THOUSAND OAKS, CA (Dec-24 – Jan-25)

Collections Representative/Call Center

Conducted thorough research on accounts in collaboration with state and federal regulatory bodies to accurately identify and locate responsible parties and ensure compliance with legal standards. Participated in professional development opportunities, including training sessions and meetings to enhance collection skills and stay updated on industry best practices. Negotiated payoff settlements as directed by management, achieving favorable outcomes for the company.

• Managed and maintained an active portfolio of over 250 accounts while meeting monthly collection targets through strategic account management and effective communication.

• Analyzed and evaluated financial data to assess debtors' ability to pay, tailoring collection strategies to individual circumstances and optimizing recovery rates.

• Reduced past due amounts and improved liquidity by negotiating payment plans to facilitate recovery of full balances.

• Ensured a high rate of dispute resolution and client satisfaction by adapting persuasive collection scripts to resolve disputes.

• Leveraged advanced collection systems and technologies to track, schedule, and notate collection activities to maximize efficiency and accuracy in account management.

CHANNEL ISLANDS SOCIAL SERVICES, CAMARILLO, CA (Jan-24 – Dec-24) Independent Living Skills Specialists/Respite Specialists Provided crucial respite services to families and caregivers of children with special needs to boost quality of life and support system. Maintained confidential records for individuals with autism and intellectual disabilities to ensure data privacy and compliance with regulatory standards. Facilitated the transition of adults from their parent's homes to independent living arrangements, empowering them to lead more self-sufficient lives.

• Guaranteed safety and minimized disruptions by utilizing crisis intervention training to effectively de-escalate public outbursts by individuals with special needs.

• Developed and taught essential life skills including employment readiness, social interaction, money management, self- advocacy, and vocational skills, preparing adults with special needs for increased independence.

• Promoted inclusivity and community engagement by employing Person-Centered practices to integrate adults with special needs into their communities as active and involved members. ULTIMATE STAFFING/SEQUOIA FINANCIAL SERVICES, AGOURA, CA (Jan-22 – Jan-24) Collections Clerk/Call Center

Managed a high volume of up to one hundred daily inbound calls in a fast-paced call center environment while ensuring timely and effective communication with clients. Participated in weekly strategy meetings with collections department manager to discuss new accounts and refine collection tactics. Processed payments and negotiated settlements on delinquent medical accounts to secure full balances and minimize financial losses.

• Increased recovery rates and client satisfaction by conducting outbound calls to pursue delinquent accounts.

• Optimized efficiency and call management by utilizing an automatic dialer system for inbound and outbound collection calls.

• Enhanced success rate of account recovery by executing follow-ups on skip-traced accounts to locate responsible parties. LEWIS BORJA LOPEZ PAGE 2

ROSS DEPARTMENT STORES, NEWBURY PARK, CA (Nov-21 – Jan-22) Customer Service Representative

Ensured accuracy in daily cash counts, minimized discrepancies, and retained precise financial records by managing cash register operations. Managed cash refunds and multiple payment methods (store credits, cash, credit cards). Delivered exceptional customer support, quickly resolving inquiries, complaints, and processing returns to foster positive shopping experiences.

• Resolved customer issues and enhanced overall satisfaction by administering returns, refunds, and store credits.

• Addressed and resolved customer issues to improve customer satisfaction and retention.

• Maintained smooth checkout operations by overseeing register setup, monitoring transactions, and handling returns. NEWBURY PARK FIRST CHRISTIAN CHURCH, NEWBURY PARK, CA (Aug-19 – Oct-21) Homeless Ministry Outreach

Coordinated and facilitated meal programs by collaborating closely with local churches and organizations to support homeless and struggling families in the community. Established and maintained community partnerships, contributing actively to food-share programs and broader community support initiatives.

• Arranged resources and space for weekly outreach events serving vulnerable populations while managing the setup and preparation of welcoming environments.

• Provided practical assistance by organizing resources, managing volunteers, and ensuring respectful environment for guests.

• Improved community outreach by collaborating with partner organizations, increasing overall impact and participation in community support programs.

NERIUM INTERNATIONAL, NEWBURY PARK, CA (Oct-14 – Aug-19) Customer Service Sales

Facilitated client interactions and strengthened customer loyalty by organizing engaging in-home and group events, fostering welcoming environments. Collaborated closely with team members to enhance sales strategies, contributing to consistent achievement of monthly sales targets and team goals. Developed and maintained detailed client records by leveraging data-driven insights to optimize engagement strategies and sales performance.

• Conducted strategic presentations using PowerPoint and multimedia tools to educate customers about Nerium's skincare products and boost product awareness and sales.

• Increased customer conversions and satisfaction by delivering personalized product experiences through targeted sampling.

• Built and managed a substantial client portfolio through consistent follow-ups, exceptional service, and maintaining long- term relationships, resulting in repeat business and referrals. BANK OF AMERICA HOME LOANS, SIMI VALLEY, CA (Mar-09 – Dec-16) Collections/Loan Modifications

Spearheaded loan modification initiatives that enabled numerous homeowners to secure permanent modifications to reduce their monthly payment obligations. Resolved past due delinquencies and promoted long-term financial stability by crafting and implementing tailored repayment plans for homeowners.

• Recovered $250K monthly in delinquent account balances, using economic management methods for timely repayments.

• Managed up to ninety daily calls with homeowners and attorneys, delivering prompt solutions and maintaining professionalism in a high-pressure, call-center environment.

• Streamlined the loan modification review process by leading the collection and analysis of critical loan documents (e.g., bank statements, proof of income) through initiative-taking outbound calls. ADDITIONAL EXPERIENCE

Customer Service, MACYS DEPARTMENT STORES, THOUSAND OAKS, CA 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

Bachelor of Arts (BA) in English (Minor in Communication Arts), CALIFORNIA LUTHERAN UNIVERSITY, THOUSAND OAKS, CA

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