Brooke Lopez
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Bringing 10 year background maintaining customer satisfaction and contributing to company success.
Overview
15
15
years of professional experience
Work History
Business Relations Consultant
PayPal
01.2022 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Developed customer service improvement initiatives to decrease customer wait times.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Upheld company restrictions and procedures, managing service setup and operation with compliance and customer satisfaction in mind.
- Managed calls in customer queue, exceeding expectations for outstanding call quality and expedited client service.
- Prioritized tasks appropriately, juggling competing interests and variables with tact and organization.
Customer Advocate
NS Farrington
07.2021 - 01.2022
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Gathered and interpreted stakeholder feedback to shape design solutions to meet business and consumer needs.
- Listened to customers in actively to assess issues and provide accurate information.
- Served as point of contact for customers and worked to resolve incorrect orders and account issues.
Customer Service Advocate
X-Rite
03.2013 - 03.2021
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Recorded product or service failure complaints and notified appropriate departments.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Scheduling Specialist
Renaissance Recovery
01.2009 - 02.2013
- Contact financial institution's to coordinate schedules and set appointments.
- Handled complaints and questions, and re-directed calls to other team members as appropriate.
- Balanced scheduling availability, customer schedules and maximum load levels when scheduling appointments.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Established rapport with callers to build loyalty and support retention goals.
Education
Associate Of Business Administration -
Grand Rapids Community College
Grand Rapids, MI05.1996
Machine Shop Technology
Grand Rapids Community College
Grand Rapids, MI01.2007
Cosmetology, Esthetician -
Booker Institute Of Cosmetology
Muskegon, MI05.2008
Skills
- Conflict Resolution
- Telephone etiquette
- Customer Relations
- Good communication skills
- Complaint resolution
- Order fulfillment
- Administrative support
- Multi-line phone talent
- Medical terminology knowledge
Timeline
Business Relations Consultant
PayPal
01.2022 - Current
Customer Advocate
NS Farrington
07.2021 - 01.2022
Customer Service Advocate
X-Rite
03.2013 - 03.2021
Scheduling Specialist
Renaissance Recovery
01.2009 - 02.2013
Associate Of Business Administration -
Grand Rapids Community College
Machine Shop Technology
Grand Rapids Community College
Cosmetology, Esthetician -
Booker Institute Of Cosmetology
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