ANA LOPEZ
Katy,TX
Summary
I have extensive experience working with multiple TDPs throughout the Northeast and Texas, giving me a strong understanding of diverse utility markets, operational requirements and customer service standards. My background also includes energy broker management where I successfully led the sales team, developed broker relationships, and implemented strategies to drive business growth
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.
- Oversee employee schedules to ensure KPIs are consistently met.
- 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.
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
High School Diploma -
Elsik High School
Houston, TX05-1999
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
Professional
English
Professional
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
High School Diploma -
Elsik High School