Overview
Work History
Education
Skills
Timeline
Generic

Katherine Lopez

Conroe,TX

Overview

8
8
years of professional experience

Work History

Senior Customer Experience Specialist

Coterie Insurance
12.2023 - Current
  • Resolved customer inquiries and issues through effective communication and problem-solving techniques.
  • Trained new team members on best practices for delivering exceptional customer service experiences.
  • Participated in a special project auditing insurance policies to ensure the accurate implementation of Coterie GPT.
  • Conducted quality assurance reviews for team members to support consistency and accuracy in policy handling.
  • Provided cross-functional support to the Payments team by assisting with fee processing during a high-volume backlog.
  • Ensured adherence to company policies and procedures while managing customer service operations effectively.

Account Manager and Marketing Coordinator

Pearson Insurance and Financial Services
01.2020 - 12.2023
  • Maintained high client retention rate by providing exceptional customer service to a book of 3,000+ households.
  • Managed a diverse portfolio of both personal and commercial accounts, ensuring timely communication and effective problem resolution.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Successfully created, edited and scheduled custom social media content to increase social media presence and engagement.
  • Worked alongside local businesses to coordinate marketing and charity events to support the local community.

Life and Health Training Specialist

Joy Knox State Farm
10.2017 - 09.2019
  • Trained a team of 10 insurance professionals in life and health product knowledge and consultative sales strategies to support performance growth and achievement of individual sales goals.
  • Boosted sales revenue by identifying customer needs and recommending appropriate life or health products and/or services.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.

Education

Bachelor of Science - Criminal Justice

Sam Houston State University
Huntsville
01-2027

Skills

  • Excellent interpersonal skills
  • Dedication to teamwork and collaboration
  • Experienced in policy auditing and discrepancy resolution
  • Detail oriented
  • Proficient in Microsoft Office products such as Word, Excel and OneDrive
  • Proficiency with SalesForce

Timeline

Senior Customer Experience Specialist

Coterie Insurance
12.2023 - Current

Account Manager and Marketing Coordinator

Pearson Insurance and Financial Services
01.2020 - 12.2023

Life and Health Training Specialist

Joy Knox State Farm
10.2017 - 09.2019

Bachelor of Science - Criminal Justice

Sam Houston State University