Veronica Lopez, Bs, Mba

  • Phoenix AZ
Veronica Lopez, Bs, Mba

Work History

Work History
Nov 2014 - Present

Premier Solutions Support (PSS) - Acting Supervisor

Asurion
· Managing and directing the daily activities of PSS agents and leads · Using all available tools to ensure effective supervising, planning, and managing functions within PSS Group · Carrying out coaching, training, disciplining, and reviewing all agents and leads · Acting as an information source and answering lead or agents questions, assigning tasks, following up and giving instructions as needed
May 2014 - Present

Premier Solutions Technical Lead

Asurion
- Interface closely with Service Quality and Ops Managers to champion required projects/process to successful completion, to include weekly feedback of coaching opportunities, unprofessional call center complaints that are identified via complaints received. - Resolve highly complex escalated issues and re-sell the benefits of Asurion Premier Solutions Support products and services. Rebuild relationships; perform required research and follow-up with TSR’s to provide resolution to for customer inquiries, complaints, problems and/or issues. - Responsible for working with appropriate parties in other PSS departments (i.e. Client Services, Operations and Business Support, etc.) to resolve issues as they arise - Provide answers, assistance and resolution, and general inquiries to Technical Solutions Representatives - Effectively communicate changes to Asurion policies and / or procedures in a timely fashion. - Analyze individual and team statistics and identify ways to effectively measure performance. - Able to actively coach individuals to success!
Sep 2013 - May 2014

Premier Solutions Support Technician

Asurion
 The Premier Solutions Support Technician provides exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues with devices such as laptops, tablets, smart phones, and other consumer electronics . Using various systems, applications and tools, the technician will facilitate device set up, education, and troubleshooting if a service or feature is inoperable. Technician will educate customers about device capabilities and wireless carrier data product offerings. the technician will log a customer data, including contact information, problem statement and resolution in appropriate tools, provide feedback to the organization on customer issues and may participate in focus groups to review and rate tools provided.
Jun 2013 - Sep 2013

Server

Bonefish Grill
Apr 2012 - Jul 2012

VoIP Specialist

Nextiva
• Inbound calls for VoIP small-medium sized company accounts, assisting customers with setting up their phone system and troubleshooting any problems that they may be encounterin • Recording every call or event in a customer tracking system

Education

Education
2010 - 2012

Master of Business Administration (MBA)

Keller Graduate School of Management of DeVry University
2005 - 2009

Bachelor of Science (BS)

DeVry University

Skills

Skills

Medical Terminology

Electronics Repair

Electronics

Schematic

Circuit Analysis

Proofreading

Remote Desktop

Remote Troubleshooting

Remote Access

Student Financial Aid

Higher Education

VoIP

SIP Trunking

SIP

Windows

Windows 7

Outlook Express

Learnability

Technical Direction

Engineering

Engineers

Business-minded

Project Management Tools

Communication

Multi-skilled

Multisim

Multi-tasked

MathCAD

LabView

Device Drivers

Networking

Networking Software

Network Devices

MAC OS X Tiger

BLS/CPR

Writing

Poetry

Data Entry

Technical Support

Rauland Nurse Call Systems

Keyboarding

HTML

Microsoft Excel

PowerPoint

Freelance Writing

Training

Microsoft Word

Editing

Microsoft Office

Customer Service

Certifications

Certifications

Award of Merit - Rauland-Borg Responder Net Administrator Class

 RAULAND-BORG Health Care Technical Training & Certification Program, certified to configure and service the Responder IV, June 11, 2010