Armela Lopez Heredia
Palmdale,CA
Summary
Dynamic customer service professional with extensive experience in conflict resolution and a proven track record of enhancing client satisfaction. Expertise in complaint resolution and data entry, complemented by strong communication skills and a deep sense of empathy, empowers clients to achieve their goals effectively. Thrives in high-stress situations while maintaining professionalism and consistently delivering exceptional service. Committed to fostering positive relationships and driving customer loyalty through effective problem-solving and dedicated support.
Overview
11
11
years of professional experience
Work History
Customer Service Representative-Remote
Kemper Life
Chesterfield, MO
08.2022 - Current
- Assisted customers in Spanish and English to resolve inquiries, improving overall customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
- Educated clients on policy options and benefits, empowering them to make informed decisions.
- Processed applications and maintained accurate client records in the system.
- Maintained accurate records of customer interactions and transactions using CRM software.
- Executed daily operations by managing over 50 inbound and outbound calls, ensuring prompt response and service quality.
Care Provider
In Home Support Services, IHSS
Lancaster, CA
09.2020 - 06.2022
- Supported clients in medication self-administration to promote independence and adherence to health regimens.
- Coordinated with medical providers on behalf of clients to ensure timely follow-up on appointments.
- Assisted clients with daily living activities and personal care routines.
- Tracked clients' engagement in physical activities for health monitoring.
- Assisted clients with mobility and personal hygiene, promoting independence and dignity.
Car Insurance Agent
Fred Loya Insurance
Palmdale, CA
05.2019 - 08.2020
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Monitored clients' insurance coverages, adapting policies to meet evolving needs.
- Calculated premiums and established payment methods, processing customer payments and issuing receipts.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Managed client accounts, ensuring comprehensive coverage and policy compliance.
Sales Associate
Walmart
Lancaster, CA
05.2015 - 05.2019
- Trained new team members on cash register operations, stock procedures, and customer service to ensure consistent service standards.
- Managed cash register processes by counting money, separating charge slips, and balancing drawers for accurate financial handling.
- Organized shelves and supplies to enhance product visibility and guide customer attention towards featured items.
- Conducted inventories on a regular basis to track stock levels.
- Maintained accurate inventory levels through diligent stock management and regular audits.
Education
BBA - Human Resources Management
Arizona State University
Tempe, AZ06-2027
Associate of Arts - Liberal Arts and Science
Antelope Valley College
Lancaster, CA06-2013
Skills
- Customer Service
- Data entry
- Active listening
- Call center experience
- Scheduling
- Account updating
- Microsoft Office
- Building Rapport
- Stress Management
- Empathy and Patience
- Positive Mindset
- Communication skills
Languages
Bilingual in English and Spanish.
Timeline
Customer Service Representative-Remote
Kemper Life
08.2022 - Current
Care Provider
In Home Support Services, IHSS
09.2020 - 06.2022
Car Insurance Agent
Fred Loya Insurance
05.2019 - 08.2020
Sales Associate
Walmart
05.2015 - 05.2019
BBA - Human Resources Management
Arizona State University
Associate of Arts - Liberal Arts and Science
Antelope Valley College