Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
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Thalia Lopez

Summary

Experienced professional in customer service, skilled at resolving issues, ensuring customer satisfaction, and upholding high standards. Emphasizes teamwork, adaptability, and achieving results. Known for reliability, flexibility, exceptional communication, and problem-solving abilities.

Overview

11
11
years of professional experience

Work History

Customer Care Advisor

Endless Energy
11.2021 - 03.2024
  • Developed strong rapport with customers, fostering loyalty and repeat business.
  • Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences.
  • Navigated multiple computer systems and applications to find information.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Worked closely with other departments to resolve complex issues quickly and effectively.
  • Maintained detailed notes of each interaction in the CRM system which allowed seamless follow-ups when necessary.
  • Managed high call volume while maintaining professional demeanor and excellent service quality.
  • Logged call information and solutions provided into internal database.
  • Contributed to a positive team environment through active collaboration and open communication with colleagues.

Parent Aide

Pernet Family Health
06.2021 - 12.2021
  • Provided crisis intervention services when necessary, connecting families with appropriate resources to address urgent safety concerns or mental health issues.
  • Promoted healthy family functioning by modeling appropriate interactions during supervised visits between parents and children.
  • Advocated for clients'' needs within various systems such as schools, courts, or social service agencies, ensuring they received fair treatment and adequate support throughout their journeys as parents.
  • Evaluated client progress over time through regular feedback sessions, adjusting interventions as needed to maximize effectiveness.
  • Established rapport with diverse clientele using active listening skills and empathetic communication techniques that demonstrated genuine concern for their wellbeing.
  • Provided resources and referrals to community services, enabling families to access necessary support systems.
  • Collaborated with other professionals such as social workers, schools, and healthcare providers to create a comprehensive support network for families.
  • Developed individualized action plans tailored to each family''s unique needs and circumstances, promoting long-term success in parenting goals.
  • Conducted regular follow-ups with clients to monitor progress, ensure accountability, and address any ongoing concerns.
  • Participated in ongoing professional development opportunities to stay current on best practices in the field of parenting education and support services.

Universal Financial Service Representative

Commerce Bank & Trust Company
09.2017 - 01.2020
  • Company Overview: A Division of Berkshire Bank
  • Establish, develop and retain relationships with existing and potential customers
  • Assist Branch Supervisor with morning reports
  • Provide onsite support to new coming tellers
  • Perform teller duties
  • File all branch documents accordingly
  • Perform Platform duties
  • A Division of Berkshire Bank

Patient Service Specialist

Reliant Medical Group
02.2017 - 09.2017
  • Patient Intake
  • Scheduled Appointments
  • Collecting Copays
  • Patient Outreach
  • Lead charge of referrals
  • Filed paperwork

Branch Supervisor

Commerce Bank & Trust Company
01.2016 - 02.2017
  • Assist in recruiting and hiring new branch employees
  • Develop standard operating procedures
  • Model trends and adjust branch plans accordingly to meet the needs of the bank
  • Mentor staff as needed to increase sales success and productivity
  • Handled all branch month end statistics utilizing Microsoft Excel as well as conduct monthly audits
  • Provide monthly supervision to all tellers to review cross sell sale points
  • Handel vaults and cash flow
  • Perform teller duties as needed

Teller 2

Commerce Bank & Trust Company
11.2015 - 01.2016
  • Developed standard operating procedures
  • Handled and managed cash overrides
  • Managed and provide onsite support to all Teller ones
  • Help build and maintain solid customer relationships by providing great customer service
  • Accept retail and/or commercial deposits, loan payments, process checking and savings account withdrawals
  • Assists Branch Supervisors with supervisory transactions

Teller 1

Commerce Bank & Trust Company
07.2013 - 10.2015
  • Help build and maintain solid customer relationships by providing great customer service
  • Accept retail and/or commercial deposits, loan payments, process checking and savings account withdrawals
  • Balance cash drawer in accordance with Bank procedures

Education

High School - General Studies

North High School
Worcester, MA
01.2013

Skills

  • Bilingual
  • Financial Administration
  • Team Leader
  • Microsoft proficient
  • Oriented in financial government policies
  • Creative problem solving
  • Strong organizational & communication skills
  • Detailed oriented
  • Appointment scheduling
  • Call center experience
  • Customer service
  • Adaptability and flexibility

References

Available upon request

Languages

Spanish
Native or Bilingual

Timeline

Customer Care Advisor

Endless Energy
11.2021 - 03.2024

Parent Aide

Pernet Family Health
06.2021 - 12.2021

Universal Financial Service Representative

Commerce Bank & Trust Company
09.2017 - 01.2020

Patient Service Specialist

Reliant Medical Group
02.2017 - 09.2017

Branch Supervisor

Commerce Bank & Trust Company
01.2016 - 02.2017

Teller 2

Commerce Bank & Trust Company
11.2015 - 01.2016

Teller 1

Commerce Bank & Trust Company
07.2013 - 10.2015

High School - General Studies

North High School

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Thalia Lopez