Wilber Lopez
Richmond,Va
Summary
A naturally curious and solutions oriented leader delivering encouragement and feedback to help employees be successful, with a history in customer retention and experience.
Overview
7
7
years of professional experience
Work History
Manager, Customer Experience
Homesnap/Homes.com
10.2022 - Current
- Manage a team of 7+ client service specialists to hit monthly OKRs (objective key results)
- Lead bi-weekly team meetings to ensure we're trending to hit goal
- Conduct bi-weekly one-on-ones with direct reports to provide feedback and discuss any top-of-mind items
- Reach out to escalated clients and offer solutions to save our business relationship.
Team Lead, Customer Experience
Homesnap/Homes.com
03.2022 - 10.2022
- Coaching peers for development and growth
- Assist others in knowing how to work with other departments and appropriately disseminate the information to the correct team
- Set client expectations and consistently establish rapport with existing or new customers
- Analyze gaps in knowledge and address by coaching and training
- Manage escalated calls and navigate through the demands of the client while exceeding KPIs.
Product Operations Specialist
Homesnap/Homes.com
07.2021 - 03.2022
- Developed a thorough understanding of all Prod Ops processes & systems that support the Product, Marketing, Training, and Sales, Success, Customer Experience, & other teams, ensuring accurate, up to-date documentation exists
- Support the Product Management team by processing new orders for our flagship product, Homesnap Pro+
- Proactively monitor the status of pending accounts, taking the appropriate steps to move them through the onboarding & verification process and get them live.
Senior Premium Product Specialist
Homesnap
01.2021 - 07.2021
- Assisted in leading, training, or otherwise contributing to the success of a team
- Proven ability to consistently hit KPIs month after month
- Handled escalated calls that were transferred from other teammates.
Premium Product Specialist
Homesnap
08.2019 - 01.2021
- Retrieve customer data, presenting relevant product information to retain agent accounts and boost sales
- Serve as company's primary consumer-facing coordinator, building sales and business relationships
- Troubleshoot support tickets related to the company's mobile application or website to improve overall user experience
- Advised agents on customizing their business model using Homesnap's marketing packages.
Member Service Representative
Navy Federal Credit Union
09.2018 - 08.2019
- Processed bank transactions, anticipated member needs, and provided options to improve their overall online and phone banking experience
- Collaborated across departments to ensure online safety against fraud for the credit union members
- Offer members loyalty perks and opportunities to apply for credits cards and other promotional products to increase company sales.
Bank Teller
Wells Fargo
04.2017 - 09.2018
- Served as a client liaison and processed bank transactions based on the customer needs
- Performed domestic and international money transfers for customers and the receiving to ensure seamless transactions
- Established new customer accounts, informing members of credit card benefits and savings accounts insights, so the customer can select the best tools to assist their personal financial planning.
Skills
- Verbal and Written Communication
- Team Leadership
- MS Office
- Professional and Courteous
- Teamwork and Collaboration
- Goal Setting
- Good Judgment
- Employee Coaching and Mentoring
- Customer Service
- Problem Solving
- Emotional Intelligence
- Decision Making
Languages
Spanish
Native or Bilingual
Timeline
Manager, Customer Experience
Homesnap/Homes.com
10.2022 - Current
Team Lead, Customer Experience
Homesnap/Homes.com
03.2022 - 10.2022
Product Operations Specialist
Homesnap/Homes.com
07.2021 - 03.2022
Senior Premium Product Specialist
Homesnap
01.2021 - 07.2021
Premium Product Specialist
Homesnap
08.2019 - 01.2021
Member Service Representative
Navy Federal Credit Union
09.2018 - 08.2019
Bank Teller
Wells Fargo
04.2017 - 09.2018
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