Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Gloria Lopez

Oakley,CA

Summary

I am a hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Telephone Operator

Epic Care
08.2023 - Current
  • Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
  • Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
  • Streamlined communication between departments by accurately transferring calls and relaying messages in a timely manner.
  • Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
  • Contributed to team performance by actively participating in training sessions and sharing best practices with colleagues.
  • Assisted callers with inquiries, providing accurate information about products, services, or company policies.
  • Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
  • Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
  • Improved caller experience by consistently following established protocols for routing calls and escalating issues as necessary.
  • Demonstrated attention to detail when taking messages from callers, ensuring that they were accurately recorded and forwarded to the intended recipient.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
  • Handled customer complaints using strong engagement, research and issue-resolution skills.

Medical Assistant

Miller Chiropractic Center
02.2023 - 07.2023
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
  • Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Independent Living Specialist

East Bay Services To The Developmentally Disabled
01.2018 - 07.2019
  • Enhanced client independence by developing personalized plans and setting achievable goals.
  • Conducted assessments for determining individual needs and creating tailored support strategies.
  • Improved community integration for clients through facilitating appropriate social activities and events.
  • Empowered clients in decision-making processes, promoting autonomy and selfdetermination.
  • Provided ongoing case management services, monitoring progress and adjusting plans as needed.
  • Assisted clients in budgeting and financial planning to promote long-term stability and success.
  • Offered crisis intervention services when necessary, providing immediate support and connecting individuals to appropriate resources.
  • Coordinated transportation arrangements for clients to ensure accessibility to appointments, meetings, and events.
  • Delivered consistent follow-up services to track client progress over time as they worked towards increased independence.
  • Contributed to the development of program policies and procedures ensuring adherence to best practices within the field of independent living services.
  • Communicated regularly with clients' families to provide updates on health and wellbeing.
  • Provided direct personal care and administrative services to clients.
  • Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
  • Scheduled and coordinated medical appointments.

Senior Bank Teller

Bank Of America
05.2004 - 01.2018
  • Enhanced customer satisfaction by providing efficient and accurate transaction processing.
  • Streamlined daily operations for increased productivity by implementing improved cash handling procedures.
  • Maintained a balanced cash drawer with meticulous attention to detail, ensuring accuracy in all transactions.
  • Increased sales of bank products by proactively identifying customer needs and offering tailored solutions.
  • Served as a mentor to new tellers, sharing best practices for optimal performance and professional growth.
  • Reinforced security measures by adhering to established protocols and promptly reporting suspicious activity.
  • Contributed to the achievement of branch goals by actively participating in cross-selling initiatives and referral programs.
  • Demonstrated proficiency in operating various banking systems, ensuring seamless transaction processing for customers.
  • Resolved customer inquiries or issues promptly, escalating more complex situations to appropriate personnel when necessary.
  • Performed end-of-day reconciliation tasks accurately, contributing to smooth daily closeout procedures within the branch.
  • Supported customers in navigating online banking platforms and mobile applications, promoting digital services adoption among clients.
  • Assisted customers with loan applications and document preparation, facilitating a streamlined approval process for borrowers.
  • Played a key role in achieving consistently high audit scores by adhering to strict compliance policies and procedures.
  • Maintained a thorough understanding of bank products, services, and regulations, ensuring the ability to provide knowledgeable guidance to customers.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Identified potential needs through observation, questioning, and listening.
  • Recognized and prevented fraudulent activities and suspicious transactions.
  • Introduced customers to other bank team members to help meet financial needs.
  • Investigated and promptly resolved issues with patron accounts.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Received car loan, home loan, and other payments and posted to accounts.
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Enforced compliance with bank regulations and policies to reduce financial risks.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Assisted customers with banking needs and inquiries.
  • Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
  • Handled various accounting transactions.
  • Maintained friendly and professional customer interactions.
  • Referred customers to other banking departments for specialized services.
  • Educated customers on online banking and mobile banking applications.
  • Monitored and verified suspicious activity on customer accounts.
  • Trained new hires on customer service policies and procedures.
  • Cross-sold credit cards, loans and other bank products.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Processed applications for new accounts.
  • Executed wire transfers, stop payments and account transfers.
  • Established rapport with new clients to increase satisfaction and loyalty.

Education

No Degree - Medical Assisting

Contra Costa Medical Career College, Inc.
Antioch, CA
12.2022

High School Diploma -

Freedom High School
Oakley, CA
06.2003

Skills

  • Professional Communication
  • Telephone Reception
  • Front Desk Operations
  • Greeting Customers
  • Emergency Response
  • Excellent Phone Demeanor
  • Client Service
  • Telecommunications
  • Follow-Up Skills
  • Clerical Support
  • Flexible Schedule
  • Typing Skills
  • Computer Skills
  • Call Routing
  • Schedule Coordination
  • Records Management
  • Empathy and Patience
  • Telephone Etiquette
  • Adaptability
  • Conflict Resolution
  • Excellent Communication
  • Customer Service
  • Multitasking Abilities
  • Interpersonal Skills

Certification

Clinical Medical Assistant

Languages

Spanish
Full Professional

Timeline

Telephone Operator

Epic Care
08.2023 - Current

Medical Assistant

Miller Chiropractic Center
02.2023 - 07.2023

Independent Living Specialist

East Bay Services To The Developmentally Disabled
01.2018 - 07.2019

Senior Bank Teller

Bank Of America
05.2004 - 01.2018

No Degree - Medical Assisting

Contra Costa Medical Career College, Inc.

High School Diploma -

Freedom High School

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Gloria Lopez