Diagny Lopez Santos
Copperas Cove,TX
Summary
Achieved high customer satisfaction ratings through effective issue resolution. Enhanced team performance by sharing best practices in customer interactions. Streamlined order processing to improve efficiency and response times.
Overview
11
11
years of professional experience
Work History
SR Loan Specialist
OneMain Financial
Killeen, TX And Copperas Cove TX
09.2021 - 05.2025
- Analyzed credit applications to evaluate risk and determine loan eligibility.
- Guided clients through loan product options, ensuring informed decision-making.
- Collaborated with underwriting team to expedite loan processing timelines.
- Mentored new employees, fostering a culture of continuous learning and development.
- Resolved complex client inquiries, enhancing satisfaction and loyalty through personalized service.
- Successfully originated high-quality loans while adhering to strict regulatory requirements and compliance standards.
- Worked closely with sales teams to identify opportunities for cross-selling products and services, increasing revenue generation.
Customer Service Representative
Spherion Staffing LLC-Employment Solutions
Killeen, TX
07.2017 - 08.2021
- Delivered primary customer support to internal and external clients in a dynamic environment.
- Leveraged cultural knowledge and relationship-building skills to resolve customer issues effectively.
- Identified improvement areas and executed new techniques to boost productivity scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Debt Collector
GC Services
Copperas Cove, TX
01.2016 - 06.2017
- Managed high call volume with tact and professionalism
- Increased customer satisfaction by resolving customers issues
- Performed targeted collections on past due accounts
- Worked in call center environment handling manual and automatically dialed inbound and outbound calls
- Addressed and resolved customer complaints empathetically and professionally
Waitress-Cashier
Hierba Fresca
Killeen, TX
09.2015 - 01.2016
- Consistently provided friendly guest service and heartfelt hospitality
- Pleasantly and courteously interacted with customers
- Energetic work attitude
- Carefully followed safety and sanitation policies handling food and beverages.
Sunday Church Child Care Teacher
Iglesia Cristiana Monte Sinai
Killeen, TX
07.2014 - 03.2015
- Established a play safe environment for the children.
- Instructed children on proper health and personal habits
- Maintained a child-friendly environment with access to outdoor activities
- Communicated with children’s parents about activities and behavior
- Developed age-appropriate activities and programs for children 0-4 yeas old
Education
High School Diploma - undefined
Robert M. Shoemaker High School
Killeen, TX06.2015
Skills
- Achieved high levels of customer satisfaction through effective call center operations management Maintained data integrity to support reliable service delivery Maximized the use of Avaya software to improve communication efficiency Enhanced client interactions through exceptional communication skills Expanded service reach by providing bilingual support in Spanish Built strong client relations that fostered loyalty and trust Delivered customer-oriented solutions that addressed client needs Championed a customer-focused service culture that prioritized client success
Languages
Spanish
Native or Bilingual
Timeline
SR Loan Specialist
OneMain Financial
09.2021 - 05.2025
Customer Service Representative
Spherion Staffing LLC-Employment Solutions
07.2017 - 08.2021
Debt Collector
GC Services
01.2016 - 06.2017
Waitress-Cashier
Hierba Fresca
09.2015 - 01.2016
Sunday Church Child Care Teacher
Iglesia Cristiana Monte Sinai
07.2014 - 03.2015
High School Diploma - undefined
Robert M. Shoemaker High School