ANA LOPEZ
Katy,TX
Summary
Utility industry professional with 17 years of experience in Texas and the Northeast, specializing in team leadership and customer service. Proven record of improving operations and advancing strategic growth. Skilled in managing Energy broker teams and enhancing sales performance
Overview
2
2
Languages
17
17
years of professional experience
Work History
Call Center Manager
Kiwi Energy
Brooklyn, NY
07.2023 - Current
- Foster a team-oriented, customer-responsive, and quality-driven environment.
- Direct, coordinate, evaluate, and ensure achievement of customer care team goals.
- Trained, guided, monitored, and developed associates to enhance customer experience.
- Facilitate side-by-side coaching sessions and provide support during production.
- Identified and communicated trends to senior management, recommending improvements and participating in process-enhancement projects.
- Set ambitious goals to drive team performance and enhance productivity. and deliver measurable results.
- Lead renewal processes across all customer touchpoints (phone, email, text).
- Leverage renewal activity to promote and capture upsell opportunities.
- Generated qualified leads through targeted outreach and networking efforts. for Sales teams.
- Coordinated with other departments to resolve complex customer issues.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Evaluated data to identify trends and determine customer service needs.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Led daily team meetings to review performance, set targets and motivate staff.
Senior Analyst
Texpo Energy
Houston, TX
09.2021 - 07.2023
- Supervised and resolved EDI transaction rejects, ensuring enrollment accuracy and adherence to timeliness SLAs.
- Resolve ERCOT MarkeTrak issues effectively to maintain operational continuity.
- Generated Renewal Contract Letters daily, facilitating timely contract renewals.
- Reviewed third-party vendor files and uploaded Third Party Verification to qualify customer accounts, enhancing data integrity.
- Support backup of monthly commission reports.
Channel Partner Sales
Infinite Energy
Gainesville, FL
04.2016 - 01.2021
- Cultivated and sustained strong relationships with 15 broker channels to foster collaboration and drive sales.
- Nurtured customer relationships and identified new opportunities through targeted post-enrollment follow-up calls.
- Devised solutions and grew relationships using product and service expertise.
- Secured sponsorships with relevant partners to support and amplify marketing initiatives.
- Attended sales and trade meetings to keep up with market conditions, business trends, regulations, and industry developments.
- Evaluated costs of services to determine budget alignment.
Call Center Manager
Veteran Energy
Houston, TX
04.2011 - 04.2016
- Manage and direct all aspects of incoming call center operations.
- Set and aligned short-term and long-term performance goals for overall center with departmental and individual objectives.
- Implement and review call center policies and procedures.
- Established quality control measures to maintain high service standards.
- Monitor the overall effectiveness of training implemented throughout each department.
- Enhanced call efficiency, resulting in increased customer satisfaction.
- Managed customer and broker accounts and records within the company.
Customer Service Supervisor
Frontier Utilities
Houston, TX
04.2009 - 03.2011
- Supervised operations with up to 25 employees.
- Trained and motivated employees, enhancing their ability to meet and exceed customer service expectations.
- Resolved escalated customer calls, providing solutions and approving necessary adjustments to address concerns.
- Implemented a system and call scripts to aid efficient management of call volume.
- Monitored the quality of employees' work to meet company guidelines.
- Analyzed call center statistics to identify performance gaps and areas for improvement.
- Interviewed, hired and discharged workers based on scheduling and business needs.
Education
Medical Assistant -
Remington College
Garland, TX04-2003
Skills
- Call center operations
- Renewal strategy
- Operational oversight
- Training & Development
- Coaching and mentoring
- Process improvement
- Team building
- Collaboration
- Leadership
- Relationship Management
- Time management
- Adaptability
Languages
Spanish
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Call Center Manager
Kiwi Energy
07.2023 - Current
Senior Analyst
Texpo Energy
09.2021 - 07.2023
Channel Partner Sales
Infinite Energy
04.2016 - 01.2021
Call Center Manager
Veteran Energy
04.2011 - 04.2016
Customer Service Supervisor
Frontier Utilities
04.2009 - 03.2011
Medical Assistant -
Remington College