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Veronica Lopez, Bs, Mba

Analyzing, Troubleshooting, Engineering, with Creativity

Work experience

Nov 2014Present

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 2014Present

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 2013May 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 2013Sep 2013

Server

Bonefish Grill
Apr 2012Jul 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

20102012

Master of Business Administration (MBA)

Keller Graduate School of Management of DeVry University
20052009

Bachelor of Science (BS)

DeVry University

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

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