Marco Lopez
Cumming
Summary
Dynamic Senior Customer Service Representative with a proven track record at Columbian Financial Group, excelling in complaint resolution and customer satisfaction. Skilled in payment processing and conflict management, I enhanced service efficiency and trained new team members, driving continuous improvement and fostering a collaborative environment.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Columbian Financial Group
08.2015 - 10.2025
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and retention rates.
- Trained new team members on best practices for customer engagement and issue resolution.
- Collaborated with cross-functional teams to streamline processes, improving response times and service efficiency.
- Implemented feedback mechanisms to gather customer insights, driving continuous improvement initiatives.
- Developed training materials that improved onboarding effectiveness for new representatives.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma - Dual
Forsyth Central High School
Cumming, GA05.2007
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Account management
- Conflict management
- Documentation review
- Call center experience
- Customer service
- Problem resolution
- Calm under pressure
- Understanding customer needs
- Teamwork and collaboration
- Customer relations
- Computer skills
- Customer data confidentiality
Languages
Spanish
Professional Working
Timeline
Senior Customer Service Representative
Columbian Financial Group
08.2015 - 10.2025
High School Diploma - Dual
Forsyth Central High School