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
261 Cedar Hill St Suite 100, Marlborough, MA 01752
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, MA01.2013
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