Terrell Lopez Email & Phone Number

New York, United States

Port Washington, NY, US

• Improved customer relationship by streamlining communication to address customer concerns by providing accurate and timely updates regarding the status of their account.
• Maintain accurate records of customer inquiries and interactions by opening tickets, processing customer accounts, and filing documentations in a timely manner.
• Evaluate tickets to identify customer issues and provide appropriate solutions and alternatives, improving customer satisfaction by 65%.
• Appropriately escalate tickets to Tier 3 when needed based on established SLA regulations.

Port Washington, NY, US

• Effectively identified, researched, and resolved complex customer issues and requests related to Medicare and Medicaid healthcare to deliver exceptional customer service.
• Provided effective and timely solutions for a diverse range of customer inquiries, both over the phone and email.
• Stayed abreast of Sandata’s evolving catalog of services and products, as well as state and federal regulatory guidelines to provide customers with informed and accurate assistance.

US

• Initiated and executed proactive business-to-business community outreach, engaging with owners and representatives of small to medium commercial businesses.
• Effectively communicated with business owners to identify areas of improvement and implement targeted strategies to address customer concerns, increase customer satisfaction regarding PSEG Long Island services, and.
• Increased community awareness of program services by participating in community events, sharing informational resources to residents, and fostering positive connections.

Research Triangle Park, NC, US

• Conducted a comprehensive interview by issuing a 35-minute questionnaire to participants and inputted data into database.
• Maintained performance expectations in areas of efficiency, quality, response rates, and schedule.

New York, NY, US

• Executed face-to-face marketing initiatives to residents by communicating the program's objectives and highlighting benefits of participating in new energy efficiency program.
• Achieved high productivity levels by completing an average of 10 home visits per day, consistently meeting and exceeding the program's set quota.

New York, NY, US

• Mitigated risks by adhering to quality procedures and ensuring compliance with regulatory requirements.
• Exceeded established performance goals in efficiency, call quality, customer satisfaction, and first call resolution, showcasing a commitment to delivering exceptional service.
• Created detailed Excel spreadsheets to meticulously record customer call-backs, outage issues, and upcoming beta testings.
• Analyzed operational data to identify performance gaps and trends and develop data-informed strategies to resolve issues, increasing customer satisfaction by 50%

• Standardized operational processes by implementing best practices to improve client overall experience.
• Managed the end-to-end client experience for existing small to mid-sized clients, serving as the primary point of contact post-sale.
• Proactively identified new business opportunities, aligning client goals with potential areas for growth and development.

• Managed 70 client accounts by updating client information, activating package upgrades, opening tickets, answering client questions, and troubleshooting equipment and software issues.
• Evaluated operational data to identify opportunities for process enhancement and implemented solutions to elevate overall team performance.

London, London, GB

• Analyzed data to identify trends and develop data-informed strategies to enhance staff sales pitch, improve customer experience, and ensure quality assurance.
• Completed daily operational tasks, including responding to customer inquiries, processing new service orders, and resolving emergency issues in a timely manner.

Stamford, CT, US

• Resolved customer complaints via phone by actively listening to identify problems and provide comprehensive solutions.
• Achieved “Best in Class” Award for delivering exceptional quality assurance to customers and exceeding company expectations during a random customer call evaluation protocol.

Master Of Arts (M.A.), Education

Bachelor Of Arts (B.A.), English