Caitlin Lopez
Greenville,TX
Summary
Dynamic, customer-focused professional with over 9 years of experience thriving in high-volume environments, delivering exceptional support through phone, email, and dispatch systems. Expertise in resolving issues on first contact, de-escalating complaints, and nurturing strong client relationships while consistently achieving performance and sales targets. Strong background in social media strategy and content creation complements a data-driven approach to leveraging analytics for enhanced engagement and optimized campaigns. Recognized for fostering team collaboration and adaptability in fast-paced settings, with specialized skills in digital marketing, community management, and brand development.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Dispatcher/Office Manager
Shayco LLC.
Rockwall, TX
01.2020 - 01.2025
- Managed customer accounts and coordinated logistics operations across multiple communication channels.
- Resolved customer concerns efficiently while maintaining strong relationships.
- Provided service recommendations, supporting increased customer engagement.
- Ensured accurate billing coordination and timely payments.
- Coordinated shipments and tracked delivery timelines using TMS software.
- Streamlined office operations, enhancing workflow efficiency and reducing administrative bottlenecks.
- Oversaw scheduling and coordination of meetings, optimizing time management for executive team.
- Developed and executed comprehensive social media strategies across multiple platforms.
- Analyzed performance metrics to optimize content engagement and audience reach.
Dispatch/CSR/Dispatcher/Office Manager
Benjamin Franklin Plumbing
McKinney, TX
2018 - 01.2020
- Handled 80–120 inbound calls daily resolving service and billing inquiries.
- De-escalated complaints and ensured positive customer outcomes.
- Scheduled services and supported sales outreach initiatives.
- Resolved customer inquiries through effective communication and active listening.
- Processed service requests efficiently using scheduling software and CRM systems.
- Resolved customer inquiries efficiently via phone, email, and chat platforms.
- Offered tailored product recommendations based on customer needs and preferences.
Dispatch / Customer Service Representative
T-Force
Dallas, TX
01.2016 - 01.2018
- Managed 150+ daily interactions across phone and email.
- Coordinated dispatch operations for multiple locations and teams.
- Assisted in training and operational improvements.
- Collaborated with field technicians to ensure timely service delivery and issue resolution.
- Trained new team members on customer service protocols and company policies.
- Monitored customer feedback to identify areas for service improvement and enhancement.
- Developed standard operating procedures for handling complex customer issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Activity Director/Office Manager
Chateau-Senior Living
McKinney, TX
2014 - 01.2017
- Resolved billing and service issues with a focus on customer satisfaction.
- Conducted follow-ups and assisted in employee training and payroll processing.
- Designed and implemented engaging activity programs for diverse resident populations.
- Coordinated schedules and resources for daily activities, ensuring optimal participation.
- Facilitated training sessions for staff on activity management and safety protocols.
- Collaborated with community partners to integrate external resources into activity planning.
- Supervised staff in executing recreational events, fostering teamwork and collaboration.
- Developed budgets for activity programs, aligning expenditures with organizational goals.
Education
High School -
Penn Foster Online
Skills
- First Contact Resolution
- Customer Retention
- Sales Support
- Payment Processing
- CRM Systems
- High-Volume Calls
- Team Collaboration
- Customer service
- Detail-oriented data entry
- Social media management
- Photo and video editing
- Teamwork and collaboration
- Content creation
Certification
- Microsoft Office Specialist (MOS) Training - 2014-2025
- Microsoft Certified: Data Analyst Associate-2016-2025
- Meta Social Media Marketing Professional Certificate-2020-2025
- Google Digital Marketing & E-commerce Certificate-2022-2025
- Google Analytics Certification-2022-2025
- Hootsuite Social Marketing Certification-2022-2025
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Dispatcher/Office Manager
Shayco LLC.
01.2020 - 01.2025
Dispatch / Customer Service Representative
T-Force
01.2016 - 01.2018
Dispatch/CSR/Dispatcher/Office Manager
Benjamin Franklin Plumbing
2018 - 01.2020
Activity Director/Office Manager
Chateau-Senior Living
2014 - 01.2017
High School -
Penn Foster Online