Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jessica Lopez

Bakersfield

Summary

Support-focused Help Lead with hands-on experience in a busy legal call center. I help agents in real time, manage the chat team, give weekly performance updates, and review calls to provide helpful feedback. I work closely with Team Leads to make sure agents get the info and coaching they need to do their best. Known for being dependable, approachable, and great at problem-solving. I’m passionate about helping teams grow and keeping things running smoothly.

Overview

8
8
years of professional experience

Work History

Help Lead

Walker Advertising
03.2022 - Current
  • Act as a key support resource for call center agents, providing real-time assistance, guidance, and solutions to ensure high-quality customer interactions.
  • Monitor and evaluate recorded help calls to deliver performance feedback that aligns with company standards and encourages agent development.
  • Lead and manage the chat team, tracking performance metrics and delivering weekly performance summaries with recommendations for improvement.
  • Conduct regular test calls to verify that inbound call numbers are functioning properly, helping ensure minimal downtime and a seamless customer experience.


Call Center Agent

Walker Advertising
06.2017 - Current
  • Demonstrated empathy and understanding when consumers were dealing with difficult situations.
  • Clearly and professionally explained the value of speaking with an attorney, consistently encouraging callers to move forward with a consultation.
  • Answered high volumes of inbound calls from individuals seeking legal assistance, gathering case details and transferring to attorney for consultation.
  • Adhered to company policies and scripts to consistently achieve quality standards.
  • Exhibited high energy and professionalism when dealing with clients and consumers.
  • Consistently exceeded performance goals, earning top-tier bonuses for high conversion rates and exceptional persuasive communication.
  • Maintained up-to-date knowledge of any changes.

Education

Phineas Banning Senior High School
Wilmington, CA

Skills

  • Decision-making capacity
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Self motivation

Languages

Spanish
Native or Bilingual

Timeline

Help Lead

Walker Advertising
03.2022 - Current

Call Center Agent

Walker Advertising
06.2017 - Current

Phineas Banning Senior High School

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