Christopher Lopez
Upland
Summary
Dynamic QA Specialist with a proven track record at Nexen Tire USA, excelling in customer-focused complaint resolution and warranty management. Recognized for analytical problem-solving and effective client communication, I successfully trained staff and improved service quality, driving customer satisfaction and operational efficiency. Passionate about continuous improvement and team collaboration.
Overview
15
15
years of professional experience
Work History
QA Specialist
Nexen Tire USA
09.2015 - Current
- Managing customer communications through calls and emails
- Reviewing and judging warranty claims via photos and physical tire inspection.
- Proficient in identifying tire claim reason and classification
- Entering claim data into the system and issuing credit memos to customers
- Experience working with end user customers, dealers, and distributors.
- Meeting with clients at their location
- Performed effectively in self-directed work environment, managing day-to-day operations
- Served customers with knowledgeable, friendly support at every stage of the warranty claim process
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Trained and coached new and existing employees to provide on proper execution of job responsibilities.
- Promoted to QA assistant manager in 2023
- Attended Nexen's 2025 Global Quality Workshop in Korea and visited the factory.
Call Center Customer Service Representative
Alorica
05.2010 - 06.2015
- Documented and detailed calls and complaints using call center's CRM database.
- Worked on projects for our main clients ATT and DirectTV
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained new personnel regarding company operations, policies and services.
- Promoted to Quality Assurance team, grading calls and providing feedback to management.
- Performed calibrations with the client to to assure our agents met company standards
- Coached new and existing team members on service techniques and provided scoring through quality assurance program.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
No Degree - General Studies
El Paso Community College
El PasoHigh School Diploma -
CHAPIN
El Paso, TX06-2008
Skills
- Customer-focused complaint resolution
- Analytical problem-solving
- Proficient in computer applications
- Client communication skills
- Constructive attitude
- Expertise in product features and benefits
- Staff education and training
- Warranty management
- Analytical reasoning
- Credit adjustment management
- Customer feedback monitoring
- Driven and independent
Timeline
QA Specialist
Nexen Tire USA
09.2015 - Current
Call Center Customer Service Representative
Alorica
05.2010 - 06.2015
No Degree - General Studies
El Paso Community College
High School Diploma -
CHAPIN
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