Liliana Sarai Lopez
Operations
Los Angeles,CA
Summary
Demonstrated Chief Operations Officer offering extensive knowledge in business development and strategic planning. Adept at analyzing data and performance metrics to obtain a complete business overview.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
2
2
Certificates
1
1
Language
Work History
Deputy Operations Director
Bicycle Transit Systems
Los Angeles, CA
01.2020 - Current
- I worked jointly with the Operations Director to assist with projects, processes, and communication within and pertaining to the Operations department.
- Additionally, I act as a liaison to other Bike Transit departments, clients, contractors, and other entities on behalf of the Operations Director.
- Drove operational direction, administrative and cost efficiency and coordination of security program initiatives on behalf of clients.
- Leveraged experience through vital management positions guiding business to success.
- In my position I shared responsibility for day-to-day bike-share functionality and adherence to all operational Service Level Agreements (SLAs) by coordinating with others in Operations leadership.
- I acted as a proxy for the Operations Director and held Operations staff accountable on projects, events, and processes they oversee.
- They coordinate communication and work on Department-wide projects and processes.
- I was responsible for acting quickly to coordinate support for urgent system issues, in addition to proactively monitoring KPIs, SLA’s and other system health indicators and taking preemptive action to reduce the negative impact of system impairing events.
- I also performed the duties of the Operations Director when they are unavailable.
- I coordinate with the Operations Director to ensure a high level of performance, efficiency, and safety from the Operations Department.
- Because of the technical and reporting nature of my role, I also assisted with additional data analysis duties as requested by the General manager.
Dispatch Manager
Bicycle Transit Systems
01.2019 - 12.2019
- As the Dispatch Manager I oversee a team of Dispatchers who direct operations and field staff throughout the entire bike share service area.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- I coordinate with Field Techs, Station Techs, Mechanics, and Fleet & Facility Coordinator to ensure smooth daily operations.
- I also act as an event liaison between Marketing and Customer Service to coordinate Operations support to those departments.
- I ensure that we meet our service level agreements with the client by ensuring on street bike checking, bike balancing, and station functionality are maintained.
- I am also responsible for projects and duties as assigned by the Deputy Operations Director including reporting, maintenance ticket auditing, data analysis, and streamlining processes.
Operations Supervisor
Bicycle Transit Systems
04.2017 - 12.2018
- I started as a Dispatch Supervisor with Metro Bike Share, and soon after promoted to Operations Supervisor based out in the Pasadena office.
- My role was to lead a team of 6 on the maintenance and overall performance of Metro Bike Share stations.
- As an Operations Supervisor, my duties were to manage a team of 4 Field Technicians and 2 Mechanics.
- I ensured that the city bike stations were fully functional in accordance with service levels with strong focus on up-time and device functionality.
- In addition, I collaborated with the Head Station Tech for more extensive station repairs.
- I also collaborated with the Head Mechanic to oversee monthly and annual bike services and repairs, and with the Fleet & Facility Coordinator to ensure my warehouse and vehicles were maintained and safe.
- Additionally, I worked closely with Dispatch to ensure that all stations are maintained and cleaned in accordance with the routine maintenance schedules and company standard operating procedures (SOP's).
Dispatch Supervisor
Bicycle Transit Systems
06.2016 - 12.2017
- Modernized communications systems to improve productivity, reliability and efficiency.
- My role was to lead and monitor the dispatch team as well as the customer service team.
- I developed strategies for the dispatch and customer service department, followed by training and shadowing of each team member.
- I managed a team of 8, including but not limited to scheduling, development of Standard Operation Procedures, development of D/M/Y reports for all departments, training modules, one on one meeting with all employees, and assisted any department with any additional duties.
Lead Dispatcher
Secure Transportation
Whittier, CA
11.2014 - 06.2016
- I started as an entry level dispatcher, later promoted to Lead Dispatcher.
- Performed all duties including dispatching 40+ drivers on a daily basis, constant problem solving with drivers, vehicles, and customer service.
- Schedule and dispatch workers, work crews, or vehicles to appropriate locations according to customer requests, specifications, or needs, using company tailored dispatching systems.
- Relay work orders, messages, and information to or from drivers, supervisors, and field supervisors.
- Advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions, and other hazards.
Emergency Medical Technician/ Critical Care Transport EMT
Liberty Ambulance
Downey, CA
07.2013 - 11.2014
- I started as an EMT, later promoted to CCT shift.
- Performed all duties including, working side by side with CCT RN.
- Setting up cardiac monitor, vent settings and tubing along with IV prep.
- Patient care and assessment, giving report to nurses and MDs, quickly and efficiently.
- Cleaning of ambulance and materials.
- Always providing 100% customer service.
Lead Sales Representative
T-Mobile
Los Angeles, CA
02.2012 - 07.2013
- Began working as a Sales Associate and later promoted to Lead Sales Associate.
- Performed all managerial duties in a busy sales retail, and heavy bilingual-Spanish/English customer relations atmosphere, while maintaining 100% customer service.
- Handled backroom incoming and outgoing stock, prepared all visual merchandising, advertisement for the store, in addition to preparing all paper work (shipping, financial transactions, and personnel time reports), opening and closing store.
- Prepared employee scheduling and handled additional duties as required by the manager.
Store Manager
Sprint
Los Angeles, CA
08.2011 - 02.2012
- Began working as a Sales Associate and later promoted to Lead Sales Associate.
- After a brief period of time promoted to Store Manager.
- Performed all managerial duties in a busy sales retail, and heavy bilingual-Spanish/English customer relations atmosphere, while maintaining 100% customer service.
- Handled backroom incoming and outgoing stock, prepared all visual merchandising, advertisement for the store, in addition to preparing all paper work (shipping, financial transactions, and personnel time reports), opening and closing store, picking up and delivering purchased items from other stores to customers.
- Prepared employee scheduling and handled additional duties as required by the manager.
Sales Associate/Team Lead
RadioShack
Los Angeles, CA
02.2007 - 08.2011
- Began working as an Sales Associate and later promoted to Team Leader.
- Performed all duties in a busy sales retail, and heavy bilingual-Spanish/English customer relations atmosphere.
- Handled backroom incoming and outgoing stock, prepared all visual merchandising, advertisement for the store, in addition to preparing all paper work (shipping, financial transactions, and personnel time reports), opening and closing store, picking up and delivering purchased items from other stores to customers.
- Delivered bankroll to bank at the end of the day, and handled additional duties as required by the manager.
Education
Bachelor of Science - Exercise Science
California State University - Los Angeles
Los Angeles, CA 07.2020 - Current
AA - Exercise Science
East Los Angeles Community College
East Los Angeles, CA 02.2015 - 03.2015
AA - Fire Science
Rio Hondo Community College
Whittier, CA 08.2012 - 12.2014
Some College (No Degree) - Emergency Medical Technology
Pasadena City College
Pasadena, CA 08.2007 - 08.2010
Skills
Operations management
Strategic planning
Performance Optimization
Crisis Management
Profitability improvement
Best practices
Staff training/development
Coaching and mentoring
Recruitment
Scheduling
Employee reviews
Effective leader
Client account management
Budget development
Timeline
Bachelor of Science - Exercise Science
California State University - Los Angeles
07.2020 - Current
Deputy Operations Director
Bicycle Transit Systems
01.2020 - Current
Dispatch Manager
Bicycle Transit Systems
01.2019 - 12.2019
Operations Supervisor
Bicycle Transit Systems
04.2017 - 12.2018
Dispatch Supervisor
Bicycle Transit Systems
06.2016 - 12.2017
AA - Exercise Science
East Los Angeles Community College
02.2015 - 03.2015
Lead Dispatcher
Secure Transportation
11.2014 - 06.2016
Emergency Medical Technician/ Critical Care Transport EMT
Liberty Ambulance
07.2013 - 11.2014
AA - Fire Science
Rio Hondo Community College
08.2012 - 12.2014
Lead Sales Representative
T-Mobile
02.2012 - 07.2013
Store Manager
Sprint
08.2011 - 02.2012
Some College (No Degree) - Emergency Medical Technology
Pasadena City College
08.2007 - 08.2010
Sales Associate/Team Lead
RadioShack
02.2007 - 08.2011
Certification
First Aid Certification