Hermell Lopez

Handled inbound and outbound calls from veterans and healthcare providers regarding medical evaluations. Verified and authenticated callers' identities before discussing confidential information. Provided clear information about medical examinations, VES processes, policies, and procedures.

Call Center Agent - Veteran Evaluation Services - Capitol Bridge - Isabela, Puerto Rico

(2023-10 - 2025-12)

• Handled inbound and outbound calls from veterans and healthcare providers regarding medical evaluations.
• Verified and authenticated callers' identities before discussing confidential information.
• Provided clear information about medical examinations, VES processes, policies, and procedures.
• Maintained a high level of empathy, professionalism, and confidentiality when assisting veterans.

Team Lead - Universal Parks & Resorts - Orlando, FL

(2022-01 - 2023-03)

• Trained employees in sales, camera operations, customer service skills, and company policies and procedures.
• Delivered high-quality customer service and motivated team members to achieve performance goals.

Customer Service Associate - Walgreens Inc. - Orlando, FL

(2020-01 - 2021-12)

• Provided cashier services, processed customer purchases, merchandise exchanges, refunds, and other related duties.
• Assisted customers while maintaining excellent service standards.

Associate Degree - Public Safety - Universidad Ana G. Mendez (2015 - 2017)

High School Diploma - Emilio Sharon Rodriguez High School (2009 - 2012)