Open to opportunities

Richard Lopez

@richardlopez1

Message

I resolve complex customer software issues while improving satisfaction, case closure, and new-hire performance.

United States

Message

What I'm looking for

I'm looking for a customer support or technical support role where I can resolve complex issues, improve customer outcomes, mentor teammates, and contribute to continuous improvement.

At Daxko, I provide technical support for Club Automation, Engage Pro, and GroupEx PRO, helping club staff and members resolve complex software issues across membership, payroll, payments, scheduling, reporting, mobile apps, and account access.

I've maintained a 9.5 CSAT score against a 9.1 team goal and led the team in overall case closures. I earned the GoldenRhodes Award three times for exceeding customer-service expectations and teamwork.

As a New Hire Coach, I've trained and mentored six team members through shadowing, evaluations, ongoing coaching, and weekly leadership updates. Previously, I supported online pharmacy customers at TeleTech while protecting sensitive information and following HIPAA requirements.

My background also includes safety facilitation, manufacturing, security, sales, technical troubleshooting, and continuous improvement. I bring practical problem-solving, clear communication, and a consistent focus on customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative Level III

Current

Daxko

Mar 2024 - Present (2 years 5 months)

Consistently maintained a 9.5 CSAT score, exceeding team goals, and earned the GoldenRhodes Award three times. Provided technical support for Club Automation, Engage Pro, and GroupEx PRO, and served as a New Hire Coach.

Customer Service Technical Support Club Automation Engage Pro GroupEx Pro Troubleshooting Training CSAT Escalation Management

CSR - Customer Service Representative

TeleTech

Aug 2023 - Mar 2024 (7 months)

Provided exceptional support to customers for an online pharmacy, handling escalated members and multitasking programs while ensuring HIPAA compliance and confidentiality.

Customer Service HIPAA compliance Problem Solving Escalation Handling

Safety Facilitator

Cascades Sonoco

Jul 2021 - Jul 2023 (2 years)

Ensured team safety by managing audits, writing incident reports, running safety committee meetings, and creating annual safety action plans with the safety manager.

safety management Incident Reports Audit Risk Assessment Team Leadership Continuous Improvement

Parts Puller

GoldShield Fiberglass

Nov 2016 - Apr 2020 (3 years 5 months)

Determined production order to maximize efficiency, assisted a team in pulling fiberglass parts from molds, and used powered pallet jacks to move large molds.

Production Planning Teamwork Pallet Jack Material Handling

Assembly Worker

Carlex Glass of Indiana

Aug 2015 - Nov 2016 (1 year 3 months)

Performed visual inspections on 400+ windows per shift, conducted non-destructive tests, and assembled electrical components via soldering while meeting production goals.

Soldering Assembly Quality Control Production

Security Officer

Securitas Global Risk Solutions

Jan 2013 - Aug 2015 (2 years 7 months)

Monitored a 17-building campus using 120 cameras and radios, conducted patrols with company vehicles, and reported suspicious activities to law enforcement.

Surveillance Patrol Reporting Security Operations

Sales Representative

Wireless Express LLC

Jun 2010 - Dec 2012 (2 years 6 months)

Engaged with potential customers to find suitable devices, performed minor troubleshooting, handled de-escalations, and met sales quotas while following closing procedures.

Sales Customer Service Troubleshooting De escalation Quota Achievement