Damaris Garcia Lopez
Guaynabo
Summary
Dedicated Customer Service Professional with knowledge of service delivery and proven multitasking abilities. Committed on maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Grainger PR
Cataño, PR
07.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Collections/Bilingual Customer Service Representative
Defi Solutions
Williamsville, NY
07.2022 - 05.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
International Customer Service Specialist
Unifrax/Alkegen
Tonawanda, NY
01.2020 - 05.2022
- Enter orders, manage or escalate any concerns and ensure that appropriate changes were made to resolve customers’ concerns;
- Use creativity to design or explore the desired product requested if outside of the norm;
- Work with price lists and/or other department heads to determine charges for services requested, collect deposits or payments, or arrange for billing;
- Resolve any billing issues by processing product exchanges and working with accounting department to refund or credit where necessary;
- Partner with sales, marketing and operations teams to ensure meeting and exceeding customers’ service expectations;
- Support sales and business development initiatives when new options are available or where it would appropriately support the customer’s needs;
- Issues credits, sends order acknowledgements and composes letters to customers and potential customers;
- Communicates with all individuals whose involvement impacts customer communications;
- Primary point of contact for customers, interpreting and implementing customer instructions for the company to produce custom manufacturing products;
- Updates customer records;
- Prepares and sends quotes and provides written proposals to customers and potential customers;
- Interfaces with Territory Managers and VP of Sales;
- Other duties as assigned;
- Assimilates customer credit information and provide to the Assistant Controller;
- Track shipment status of customer orders.
International Customer Service Specialist
Caplugs
Buffalo, NY
01.2018 - 01.2020
- Enter orders, manage or escalate any concerns and ensure that appropriate changes were made to resolve customers’ concerns;
- Use creativity to design or explore the desired product requested if outside of the norm;
- Work with price lists and/or other department heads to determine charges for services requested, collect deposits or payments, or arrange for billing;
- Resolve any billing issues by processing product exchanges and working with accounting department to refund or credit where necessary;
- Partner with sales, marketing and operations teams to ensure meeting and exceeding customers’ service expectations;
- Support sales and business development initiatives when new options are available or where it would appropriately support the customer’s needs;
- Issues credits, sends order acknowledgements and composes letters to customers and potential customers;
- Communicates with all individuals whose involvement impacts customer communications;
- Primary point of contact for customers, interpreting and implementing customer instructions for the company to produce custom manufacturing products;
- Updates customer records;
- Prepares and sends quotes and provides written proposals to customers and potential customers;
- Interfaces with Territory Managers and VP of Sales;
- Other duties as assigned;
- Assimilates customer credit information and provide to the Assistant Controller;
- Track shipment status of customer orders.
Bilingual Member Services Representative
Fidelis Care
Getzville, NY
10.2016 - 09.2017
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales.
Bilingual Loan Verification Specialist
First Center
Buffalo, NY
09.2015 - 10.2016
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
Collections Coordinator
Martinal Property
San Juan, PR
01.2013 - 08.2015
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Researched accounts and completed due diligence to resolve collection problems.
- Counseled debtors on payment options and arranged installment agreements.
- Quantified debtor balances to avoid late payments and bad credit.
Education
Associate Degree - Aviation Management And Operations
Interamerican University
San Juan, PRSkills
- Data Collection
- Product Knowledge
- Call Management
- Account Updating
- Paperwork Processing
- Scheduling
- Microsoft Outlook
- Microsoft Office Suite
- Client Relations
- Conflict Mediation
- Account Management
- Critical Thinking
- Customer Relationship Management (CRM)
- Materials Transport
- Spreadsheets
- Delivery Scheduling
- Computer Proficiency
- Customer Service
- Order Processing
- SOE
- SAP
- Microsoft Excel
- Conflict Resolution
- Credit Adjustments
- Attention to Detail
- Interpersonal Skills
- Mainframe
- TYSYS
- MSP
- CCW
- Teams
- Power Point
- CISCO
- Finesse
- CISCO Jabber
- Adobe
Languages
Spanish
Native language
Spanish
Proficient
C2
English
Proficient
C2
Timeline
Customer Service Representative
Grainger PR
07.2023 - Current
Collections/Bilingual Customer Service Representative
Defi Solutions
07.2022 - 05.2023
International Customer Service Specialist
Unifrax/Alkegen
01.2020 - 05.2022
International Customer Service Specialist
Caplugs
01.2018 - 01.2020
Bilingual Member Services Representative
Fidelis Care
10.2016 - 09.2017
Bilingual Loan Verification Specialist
First Center
09.2015 - 10.2016
Collections Coordinator
Martinal Property
01.2013 - 08.2015
Associate Degree - Aviation Management And Operations
Interamerican University