Bria Coppage
First United Bank
Lubbock
6
years of professional experience
Professional with extensive experience in call center operations and leadership. Skilled in team collaboration, conflict resolution, and performance management. Strong ability to adapt to changing environments and drive team success through strategic planning and effective communication. Known for reliability, problem-solving, and fostering positive work culture.
Work History
Call Center Team Lead
2 Years 2 Months- Identifying customer needs and suggesting appropriate resolutions, products and services
- Utilizing technology to support and troubleshoot online services, gathering information, and tracking customer interactions
- Complete wire transfers
- Issue EMV Chip Debit Cards
- Perform debit card maintenance
- Generate routine department reports
- Minor bookkeeping duties
- Participates in job specific training, various bank training programs, and complies with BSA, AML and all bank policies and procedures as required
- Train new hires on key roles and duties of the Call Center Representative position
- Supporting all products and services in our retail and commercial lines of business via inbound and outbound customer service calls concerning bank operations, regulations, transaction processing, and other inquiries
Front Office Specialist
1 Year 1 Month- Customer Service: Greet visitors, answer multi-line phones, and explain impound or towing release procedures.
- Vehicle Releases: Verify vehicle ownership titles, registration, and valid identification before clearing a vehicle for release.
- Cash Handling: Process payments via cash, credit cards, or checks, and balance daily cash drawers and receipts.
- Dispatch Support: Relay service calls, track driver locations, and log incoming tow requests into software systems.
Therapeutic Assistant Shift Leader
2 Years 11 Months- Facilitated therapeutic activities for individuals with neurological conditions to enhance patient engagement and recovery.
- Assisted in developing personalized treatment plans under the guidance of licensed therapists.
- Monitored patient progress and documented responses to interventions, ensuring accurate record-keeping.
- Collaborated with multidisciplinary teams to optimize therapy sessions and improve patient outcomes.
- Created schedules for all employees under my designated shift and organized daily tasks for each employee in regards to the patients.
- Trained new staff on therapeutic techniques and protocols, fostering a supportive learning environment.
- Actively participated in team meetings or case conferences, contributing valuable insights related to patient care or facility operations.
Education
BBA - Marketing Management
- 3.0 GPA
High School Diploma
- 3.8 GPA
Skills
Call center customer service
Team management
Escalation handling
Quality assurance
Verbal and Written Communication
Data Entry
Problem-Solving
Report writing
Technical support
Teamwork and collaboration
Calm and professional under pressure
Multitasking Abilities
Reliability
Timeline
Call Center Team Lead
First United Bank
05.2024 - 07.2026Read More
Front Office Specialist
One More Recovery and Tow
04.2023 - 05.2024Read More
Therapeutic Assistant Shift Leader
Moody Neurorehabilitation Institute
04.2020 - 03.2023Read More
Angelo State University
BBA from Marketing Management
Read More
Monterey High School
High School Diploma
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