Hector Lopez
Robstown,TX
Summary
I am an encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Well versed in various CIS platforms, with attention to detail to ensure accuracy and proficiency.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Phlebotomist/Medical screener-Reception Technician
CSL Plasma
11.2021 - Current
- Phlebotomist - responsible for the efficient and effective collection of plasma from donors by performing venipuncture, monitoring the apheresis process and following standard operating procedures
- Performing daily, weekly, and monthly calibrations on apheresis machines
- Collect arm samples or whole blood samples from donors for testing
- Among other duties as needed on the donation floor
- Medical screener-Reception Technician
- Responsible for greeting donors at the plasma collection center and conduct a series of registration procedures to verify donor suitability
- Including profile creation and donor health screening, such as blood pressure , pulse, weight, temperature, and finger stick to determine hematocrit and total protein levels.
- Enhanced donor experience through compassionate care and communication during bdonation procedures procedures.
Sales Associate
AFLAC
11.2011 - 10.2021
- Sales and service of supplemental personal and life insurance
- Assist District Coordinator with training new agents, with presentation styles and techniques. As well as key service points for agents to aide our clients with program procurement and claim processing.
- Perform bill reconciliation for new and existing accounts.
- Assist clients with setting up auto pay to either Credit card or personal checking.
- Aide the District Coordinator with identifying the appropriate sales and marketing techniques geared toward new account acquisition and growth.
- Execute ethical and professional sales and service practices to help maintain and grow brand name and loyalty.
- Building relationships with customers to encourage repeat business and growth.
- Aide in identifying and executing strategies to meet and or exceed AFLAC's minimum growth requirement of 10% annually.
New Hire Trainer
APAC
03.2006 - 10.2011
- Developing call center's education materials, such as digital presentations, how-to-manuals, and instructional videos.
- Work directly with client liaisons in the creation of core curriculum content to meet their desired goals and expectations.
- Scheduling and conducting training sessions on various center topics to prepare and support new employees
- Training experienced employees on new and updated call center procedures to improve their performance.
- Observe the daily operations of call center employees and identify any areas of improvement.
- Liaising with team leads and managers to conduct on-the-job coaching
- Measuring the effectiveness of training sessions and preparing individual and team progress reports.
- Following up with new and tenured employees to ensure they keep up with their productivity and maintain high levels of client and customer satisfaction.
- Participate in the interview process and add key perspectives on applicant viability.
- Provide realtime feedback on monitored calls to continuously focus on KPI goals such as AHT, ESC Transfers, De-escalation techniques, and Root Cause Analysis, and billing inquiries are met.
Manager, Collections
CAG Acceptance
11.2005 - 02.2006
- Responsible for achieving asset quality objectives, underwriting standards,(credit and loan origination), internals sales and marketing, profit objectives and growth goals for the branch.
- Manage all store activities, including the hiring, training, inventory and ongoing development of our team members.
- Responsible for store growth through helping agents develop skills to provide superior customer service.
- Attending weekly conference calls to discuss current sales and service numbers, and establish actions plans to boost customer base.
- Execute a detailed budget analysis with customers to ensure the appropriate payment plan for purchases of merchandise.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Improved marketing to attract new customers and promote business.
- Managed and motivated employees to be productive and engaged in work.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Preload Manager
FedEx Ground
08.2002 - 10.2005
- Assist the Operations/Terminal manager with the management of the belt line ans assume the role when needed in their absence.
- Help contain and solve problems that may arise around the warehouse/distribution center.
- Managed responsibilities to include but not limited to : hiring, terminations, coaching, training, recognition, and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity.
- Lead daily morning meetings to ensure workforce communications and understanding of operational updates and daily goals.
- Investigate, resolve or escalate customer service issues as appropriate.
- Mentor and develop critical skill sets for new and existing package handlers. Participate in the development of and responsible for administering company safe ty strategies and programs.
- Adapt quickly to change to meet dynamic business needs while leading and engaging employees in a positive and professional manner.
- Meet with package handlers to identify and establish action plans to attain and surpass KPI goals in scan percentage and load accuracy to ensure a minimum of 95% delivery service is achieved.
- Responsible for training new employees regarding job duties and performance expectations to ensure compliance with FXG policies, procedures ad other training requirements, including but not limited to quality assurance, SWAK, hazardous materials, Video Event Data Recorder (VEDR) coaching, and dock safety.
- Plan, organize, staff, direct and control specific day-to-day operations within the hub.
- Flex routes as needed to maintain delivery service goals.
- Aide Terminal manager with rout audits and ride-a-long observations to maintain and surpass delivery expectations and customer service.
- Spearheaded customer service initiatives aimed at resolving issues proactively through improved communication channels between departments and customers alike.
- Budget management responsibilities included monitoring expenses, validating invoices, and approving purchase orders within allocated limits.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Resolved conflicts between team members and addressed complaints or grievances.
- Conducted performance evaluations for staff members, identifying areas for improvement and developing action plans for growth.
- Monitored equipment maintenance schedules to ensure minimal downtime due to malfunctions or repairs; coordinated replacements as necessary.
Specialist II/ Shift Supervisor
Corpus Christi State School
01.1998 - 08.2002
- Supervise shift staff in the execution of SPO,s (Specified Programming Objectives) to meet guidelines set by medical staff for each individual living in the dorm.
- Followed all company policies and procedures to deliver quality care to our individuals.
- Developed strong client relationships through consistent communication and Psychological staff.
- Ensure ongoing training of staff on how to handle and manage individuals with specific behavioral needs.
- Ensure life skills training is complied with on a daily basis as per each individual SPO guidelines.
- Assist in behavioral management in accordance with Medical Staff initiatives.
- Work in conjunction with Psychologist on a weekly basis in order to designate any changes that may need to be adjusted to ensure SPO expectations are met.
- Ensure appropriate levels of supervision are met according to staff numbers per individual needs.
- Flex staff to and from Dorms when coverage is needed to meet the appropriate level of supervision per dorm to stay in compliance with State Guidelines
- Make sure that coaching and counseling of Staff is executed when needed, up to and including State recommendation of Administrative leave in the event of an allegation is made until the allegations are reviewed,investigated, and cleared.
- Provide a positive and conducive environment for the rehabilitation of our individuals to aid in the transition to community living
- Assist job coaches in work site training for housed individuals who have met the goals set forth in their Individuals SPO's.
- Oversaw daily operations of a busy dorm environment, ensuring tasks were completed efficiently and accurately.
- Mentored junior team members, fostering professional growth through guidance in compliance with state guidelines and practices.
- Helped transform underperforming DCP (direct Care Professionals) with strategic planning efforts focused on care and programming objectives.
- Coached and educated staff on proper shift report processes in order to encourage staff growth and development.
Education
2nd year college in Associates of science -
Coastal Bend College
Beeville, TX05.2024
Certificate in Phlebotomy -
Coastal Bend College
Kingsville, TX05.2019
High School Diploma -
W.B. Ray High School
Corpus Christi, TX01.1993
Skills
- Recruiting and interviewing
- Staff Development
- Training and Development
- Employee Performance Evaluations
- Computer Skills
- Problem Resolution
- Goal Setting
- Employee Coaching and Mentoring
- Venipuncture
- Active Listening
- Data Entry
- Customer Relationship Management (CRM)
Certification
- General lines insurance health and life (01/2018 - 01/2022)
- General lines health and life
- Certified Phlebotomy Technician
Timeline
Phlebotomist/Medical screener-Reception Technician
CSL Plasma
11.2021 - Current
Sales Associate
AFLAC
11.2011 - 10.2021
New Hire Trainer
APAC
03.2006 - 10.2011
Manager, Collections
CAG Acceptance
11.2005 - 02.2006
Preload Manager
FedEx Ground
08.2002 - 10.2005
Specialist II/ Shift Supervisor
Corpus Christi State School
01.1998 - 08.2002
2nd year college in Associates of science -
Coastal Bend College
Certificate in Phlebotomy -
Coastal Bend College
High School Diploma -
W.B. Ray High School
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