BETTY LOPEZ
Ent Credit Union
Pueblo
1
Certification
21
years of professional experience
Experienced with managing call center operations and leading customer service teams. Utilizes effective communication and problem-solving skills to resolve customer issues. Track record of fostering collaborative team environment and ensuring high customer satisfaction.
Diligent Leader with solid background in managing high-performing customer service teams. Proven ability to enhance customer satisfaction and streamline call center operations. Demonstrated proficiency in conflict resolution and team leadership.
Knowledgeable Financial representative with comprehensive background in product management and expertise in driving product lifecycle from conception to launch. Proven track record of successfully collaborating with cross-functional teams to deliver high-quality products that meet market demands. Demonstrated ability to leverage market research and user feedback to enhance product features and optimize user experience.
Work History
Member Service Representative II
3 Years- Processed member transactions accurately while maintaining compliance with credit union policies and procedures.
- Processed financial transactions accurately while following credit union policies and compliance requirements.
- Opened and maintained membership and share accounts using core banking systems.
- Collaborated with branch teams to deliver consistent service and support operational accuracy.
- Coordinated efforts between multiple departments such as collections, credit solutions, and risk management when necessary for customer issue resolution.
- Participated in ongoing professional development opportunities to stay current on federal regulations pertaining to the finance industry.
- Coordinated outreach events with schools, nonprofits, and local organizations to expand credit union visibility.
- Represented credit union at community events, delivering clear messaging on products, services, and resources.
Patient Care Assistant
5 Years 7 Months- Assisted patients with daily living activities, promoting comfort, dignity, and personal hygiene support.
- Monitored vital signs and documented patient observations accurately for nursing staff review.
- Supported mobility transfers, positioning, and ambulation using safe body mechanics and assistive equipment.
- Responded promptly to patient needs, call lights, and routine requests with attentive bedside care.
- Prepared patient rooms, stocked supplies, and maintained clean, organized care areas.
- Followed care plans and infection control procedures to maintain safe, compliant patient support.
- Assisted with meal setup, intake monitoring, and hydration support for patient well-being.
- Enhanced patient comfort by providing compassionate and attentive care.
- Facilitated effective communication between patients, families, and healthcare staff to ensure understanding and address concerns.
- Participated in ongoing training opportunities to stay current on best practices within the field of patient care.
CSR Tech Support /SME Team Leader
4 Years- Resolved customer inquiries through phone, email, and chat with accurate, timely responses.
- Maintained professionalism during high-volume interactions while meeting service quality expectations.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Data Entry
10 Months- Completion of 100 orders per day on average
- Set appointments, assisted with billing, and payments
- Excellent customer service and communication skills
- Fast and accurate data entry skills
- Assisted in reducing order processing time with efficient data entry and meticulous recordkeeping.
- Reduced order processing time with effective communication between departments and accurate data entry.
- Reduced paperwork backlog with diligent data entry and document management tasks.
- Completed data entry tasks efficiently, ensuring accuracy and confidentiality of information.
Coach/Supervisor
2 Years 5 Months- Oversee employees on the floor and assist with sale techniques
- Observe calls to make sure quality standards are being met
- Coached interviewers on survey protocols, improving script adherence and response quality.
- Monitored calls and provided feedback to strengthen communication and compliance standards.
- Supported onboarding by reinforcing research procedures, scheduling steps, and data entry accuracy.
- Trained staff on handling objections, maintaining professionalism, and following screening criteria.
- Documented recurring issues and recommended process adjustments to improve operational efficiency.
CSR - Customer Service Representative
1 Year 6 Months- Billing
- Customer complaints
- Troubleshooting equipment
- Resolved billing discrepancies by reviewing account details and correcting information in CRM systems.
- Documented call outcomes, service requests, and account updates with accurate case notes.
- De-escalated frustrated customers by delivering clear explanations and practical resolution options.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
CSR - Customer Service Representative
3 Years 7 Months- Resolved prescription benefit inquiries, clarifying coverage, copay, and eligibility details for members and providers.
- Processed escalated pharmacy benefit cases, coordinating accurate updates across claims and eligibility systems.
- Reviewed rejected claims, identified processing errors, and guided appropriate correction or reprocessing steps.
- Communicated benefit determinations clearly, supporting members through appeals, exceptions, and coverage questions.
- Collaborated with pharmacists, case managers, and customer service teams to streamline issue resolution.
- Trained new specialists on prescription benefit processes, documentation standards, and call handling procedures.
- Exceeded performance metrics regularly, demonstrating exceptional commitment to quality service delivery.
- Demonstrated a strong commitment to customer satisfaction, going above and beyond to ensure the highest level of care for each patient served.
Education
Associate of Applied Science - Nursing
Skills
Communication skills
Customer service
Critical thinking
Active listening
Customer relations
Problem resolution
Call center experience
Conflict resolution
Call management
Product knowledge
Appointment scheduling
Team development
Microsoft Office Suite
Patient monitoring
Healthcare operations
Verbal and written communication
End-of-life care
Patient education
Certification
Business Development Ambassador Certificate
Timeline
Member Service Representative II
Ent Credit Union
10.2023 - CurrentRead More
Patient Care Assistant
BOONE GUEST HOME
02.2018 - 09.2023Read More
CSR Tech Support /SME Team Leader
Radial, Inc.
02.2014 - 02.2018Read More
Data Entry
Global Call center Solution's
04.2013 - 02.2014Read More
Coach/Supervisor
Luce Research
11.2010 - 04.2013Read More
CSR - Customer Service Representative
AT&T
05.2009 - 11.2010Read More
CSR - Customer Service Representative
Express Scripts
10.2005 - 05.2009Read More
Pueblo Community College
Associate of Applied Science from Nursing
Read More
Section name
Education
Personal Information
Work Permit: Authorized to work in the US for any employer