Linda Lopez
Customer Service Representative
Chicago,IL
Summary
Experienced customer service representative with proven commitment to increasing productivity, customer satisfaction and company productivity. Areas of expertise include client services, trouble shooting and account retention.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
19
19
years of professional experience
12
12
years of post-secondary education
2
2
Languages
Work History
Office Manager/ Tax Consultant
JC Tax Services
Chicago, Illinois
01.2007 - 04.2025
- Continuously expanded knowledge base through participation in professional development courses and industry seminars related to taxation law changes or updates.
- Developed customized solutions for complex tax situations, resulting in optimized outcomes for clients.
- Assisted small business owners in navigating complex income tax requirements, supporting growth and success through strategic advice.
- Provided clear explanations of complex tax concepts to clients, fostering trust and understanding in the consulting relationship.
- Resolved disputes between clients and the IRS by effectively communicating relevant information, ultimately achieving favorable outcomes.
- Maintained confidentiality when handling sensitive client information, ensuring security and privacy throughout all stages of the consulting process.
- Streamlined the income tax filing process with accurate preparation and timely submission of federal and state tax returns.
- Checked data input and verified totals on forms prepared by others to detect errors in arithmetic, data entry or procedures.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Customer Service Manager
Cash America Pawn
Chicago, IL
04.2012 - 06.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Accounts Receivable Clerk
Supreme Lobster
Villa Park, IL
03.2009 - 04.2012
- Submitted cash and check deposits and generated cash receipts to record money received.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
Customer Service Representative
State Farm Insurance Inc
Berwyn, Illinois
08.2006 - 10.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Associate of Applied Science - Business Management
Robert Morris University
Chicago, IL 01.1993 - 06.2005
Skills
- Tax Credits and Incentives
- Customer Service
- Auditing Techniques
- Individual Tax Returns
Office management
Employee supervision
Timeline
Customer Service Manager
Cash America Pawn
04.2012 - 06.2017
Accounts Receivable Clerk
Supreme Lobster
03.2009 - 04.2012
Office Manager/ Tax Consultant
JC Tax Services
01.2007 - 04.2025
Customer Service Representative
State Farm Insurance Inc
08.2006 - 10.2009
Associate of Applied Science - Business Management
Robert Morris University
01.1993 - 06.2005
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