Stacey Lopez
El Paso,TX
Summary
Results-driven professional poised to excel in a leadership role with a strong focus on optimizing operations and enhancing team collaboration to meet organizational objectives. Expertise in customer service management, overseeing interactions and implementing best practices to uphold exceptional service standards. Recognized for reliability and adaptability in navigating evolving demands while maintaining high performance levels. Committed to fostering a collaborative team environment and adept at conflict resolution and performance management to drive overall success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Call Center Supervisor- TriWest Contract
Kech
El Paso, TX
04.2026 - Current
- Led team of 17 representatives, enhancing performance through targeted coaching and support.
- Resolved escalated customer issues, reinforcing brand loyalty through effective conflict resolution strategies.
- Conducted regular performance evaluations, providing constructive feedback to drive individual growth and accountability.
- Streamlined call handling processes, improving service delivery and customer satisfaction rates.
- Implemented quality assurance protocols, ensuring adherence to company standards and compliance regulations.
- Analyzed call metrics to identify trends, recommending process improvements for operational efficiency.
Call Center Trainer- TriWest Contract
Kech
El Paso, TX
07.2025 - 04.2026
- Developed and implemented training programs to enhance agent performance and service quality.
- Led training sessions on call handling techniques, product knowledge, and customer service skills.
- Created instructional materials and resources to support ongoing agent development initiatives.
- Monitored trainee progress, providing feedback and coaching to ensure skill mastery.
- Collaborated with management to align training objectives with organizational goals and strategies.
- Increased trainer productivity by introducing time-saving teaching tools and resources.
- Collaborated with management to identify skill gaps and develop targeted training initiatives.
Call Center Supervisor - TriWest Contract
Kech
El Paso, TX
04.2025 - 07.2025
- Supervised daily operations of call center, ensuring efficient workflow and adherence to quality standards.
- Mentored and trained staff on effective communication techniques and customer service best practices.
- Implemented new call routing system, enhancing response times and customer satisfaction rates.
- Analyzed performance metrics to identify areas for improvement in team productivity and service delivery.
- Conducted regular performance reviews, providing constructive feedback to enhance team member skills and engagement.
TriWest Team Lead
Kech
El Paso, TX
02.2025 - 04.2025
- Supervised customer service team, ensuring adherence to company policies and procedures.
- Trained new team members on best practices for customer interaction and problem resolution.
- Implemented process improvements that enhanced service delivery efficiency and customer satisfaction.
- Resolved complex customer inquiries, providing exceptional support and fostering long-term relationships.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
Customer Service Representative
Kech
11.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Medical Assistant
York Allergy and Asthma
10.2017 - 01.2018
- Responsible for coordinating scheduling of patient’s tests, assuring follow-up appointments after the tests are scheduled
- Answers and documents patient phone calls, refill messages and has them signed off
- Accurately enters new patient information into electronic medical records
- Responsible for verifying insurance benefits and requesting referrals
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
SGT/E-5
United States Army
Camp Casey, Korea
01.2007 - 01.2013
- Company Overview: Active-duty member with 6+ years technical experience in human resources and logistics
- Planned and coordinated Due to the high degree of discipline, trained subordinated service members in the areas of custom and courtesies, drill, uniform inspections and physical fitness
- Advised Commanding Officer and executed unit programs concerning finance support, evaluations, awards, promotions, publications, alcohol and drug abuse prevention, and legal actions
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Maintain automated supply system for accounting of organizational and installation supplies and equipment
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Active-duty member with 6+ years technical experience in human resources and logistics
- Worked flexible hours across night, weekend, and holiday shifts.
- Security Clearance: Secret
- MILITARY RECOGNITION & CAMPAIGNS: Operation New Dawn~ 2012, Operation Iraqi Freedom ~ 2011, Army Commendation Medal Award, Army Achievement Medal Award, Army Good Conduct Medal Award, National Defense Service Medal, Global War on Terrorism Expeditionary Medal, Global War on Terrorism Service Medal, Korean Defense Service Medal, Army Service Ribbon, Iraq Campaign Medal
Education
Certified Medical Assistant -
Vista College
El Paso, TXNursing Prerequisites -
University of Texas at El Paso
08-2016
Nursing Prerequisites -
Brown Mackie College
Fort Riley, KS01-2014
Skills
- Detail-Oriented Data Input
- Patient Appointment Management
- Clinical Documentation Oversight
- Data Entry & Record Management
- Care Coordination
- Quality assurance
- Call monitoring
- Coaching and mentoring
- Staff motivation
- Document management
- Customer service focus
Certification
- CPR & First Aid Certification, Completed
- CCMA, Completed
- CPT, Completed
Military Experience
United States Army, SGT/E-5, Honorable Discharge. With 8 years of dedicated service in the military, I have developed a strong sense of discipline, leadership, and resilience. My experience has honed my ability to work effectively under pressure, adapt to dynamic environments, and collaborate with diverse teams to achieve mission-critical objectives. Throughout my service, I was entrusted with various responsibilities that demanded both technical expertise and strategic thinking. I take pride in having contributed to the success of my unit, always upholding the values of integrity, honor, and commitment. The lessons learned during my time in the military continue to guide and inspire me in all aspects of my life.
Timeline
Call Center Supervisor- TriWest Contract
Kech
04.2026 - Current
Call Center Trainer- TriWest Contract
Kech
07.2025 - 04.2026
Call Center Supervisor - TriWest Contract
Kech
04.2025 - 07.2025
TriWest Team Lead
Kech
02.2025 - 04.2025
Customer Service Representative
Kech
11.2024 - 02.2025
Medical Assistant
York Allergy and Asthma
10.2017 - 01.2018
SGT/E-5
United States Army
01.2007 - 01.2013
Nursing Prerequisites -
University of Texas at El Paso
Nursing Prerequisites -
Brown Mackie College
Certified Medical Assistant -
Vista College