Ariadne J. Lopez, MBA
Bear,DE
Summary
Experienced in leading call center teams to achieve high performance and customer satisfaction. Utilizes strategic planning to optimize workflow and effectively address challenges. Demonstrates a track record of maintaining quality assurance and implementing training programs to enhance team capabilities. With 15 years of experience in the health insurance/employee benefits industry, offers top-notch abilities in providing support to patients/members. Trained in health benefits, claims, and customer service, ensuring a comprehensive understanding of the industry.
Overview
22
22
years of professional experience
Work History
Office Manager
Extreme Machining
11.2023 - Current
- Provide exceptional customer service in response to client inquiries and concerns via phone calls and emails.
- Maintain accurate financial records by regularly reconciling over $800,000 in accounts payable and receivable transactions.
- Conduct regular assessments of office and welding supply inventory and proactively order necessary items to prevent shortages.
- Manage vendor relationships and achieve cost savings exceeding $50,000 by negotiating contracts and sourcing suppliers for raw materials.
Business Administrator II
University of Delaware
06.2016 - 08.2022
- Delivered excellent customer service to 65 faculty members, 25 graduate students, other administrative staff, and undergraduate students.
- Supervised a team of three departmental administrative staff, ensuring their performance and contributions led to the efficient operation of the department.
- Managed daily operations of the Department of Languages, Literatures and Cultures with specific administrative management, and processing vital documentation
- Monitored compliance with relevant regulations within the organization''s policies and procedures framework.
Operations Supervisor (Call Center)
Health Advocate
05.2011 - 06.2016
- Supervised over 20 National Accounts call center associates
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to associates.
- Provided direction, guidance, and support in accordance with policies and procedures
- Reviewed and interpreted plan documents and Federal and State laws
- Maintained quality standards with team quality assurance monitoring and coaching
- Spearheaded continuous improvement strategies and optimized approaches to track call center metrics and data analysis
- Addressed all escalated issues
- Developed policies and procedures to improve staff performance and increase customer satisfaction
Operations Supervisor/Marketing Analyst
Cigna International
12.2002 - 07.2010
- Supervised high-producing mail intake and distribution unit consisting of 26 staff members tied to 12 different functions
- Managed $1M operating budget for the unit
- Implemented client retention strategy that led to over $25 million in new business revenue
- Established relationships with over 20 vendors and created a database for efficient maintenance of vendor partnerships
- Prepared presentations and monthly status reports, and analysis of claims processing and system issues to offer feedback on process improvement projects
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members. Developed and implemented QA program
Education
MBA - Management
FLORIDA INSTITUTE OF TECHNOLOGY
Bachelor of Science - Business Administration
UNIVERSITY OF PUERTO RICO, MAYAGUEZ
Mayaguez, PRSkills
- Call Center Customer Service
- Customer Engagement
- Relationship Building
- Customer Follow-Up
- HIPAA Compliance
- Regulatory Requirements
- Coaching and Mentoring
- Reporting
- Staff hiring
- Payroll and budgeting
- Policy implementation
- Employee training
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Office Manager
Extreme Machining
11.2023 - Current
Business Administrator II
University of Delaware
06.2016 - 08.2022
Operations Supervisor (Call Center)
Health Advocate
05.2011 - 06.2016
Operations Supervisor/Marketing Analyst
Cigna International
12.2002 - 07.2010
MBA - Management
FLORIDA INSTITUTE OF TECHNOLOGY
Bachelor of Science - Business Administration
UNIVERSITY OF PUERTO RICO, MAYAGUEZ
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