ERIC LOPEZ
Haltom City,TX
Summary
Purposeful, multifaceted, and performance-focused professional, offering broad-based experience in call center operations, business administration, and client services. Qualifications include: Knowledgeable of regulatory compliance, conflict resolution, and organizational development. Strategic leader; adept at setting company goals and standards, perfecting productivity, as well as executing plans and procedures. Equipped with excellent communication, presentation, and decision-making skills in leading high-caliber teams to work toward success and delivery of excellent service to customers. Articulate communicator; bilingual in English and Spanish. Technically proficient with Microsoft Office Suite.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Work Force Management – Administrator
Charter Spectrum
09.2023 - Current
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Improved employee productivity with effective time management strategies for daily tasks.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Created and managed project plans, timelines and budgets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Operations Billing Supervisor
Charter Communications
01.2022 - 01.2023
- Supervise workforce processes ensuring satisfaction of service-level goals
- Generated, supported, and analyzed complex executive-level reports
- Methodically analyzed processes and procedures to maximize efficiency
- Actively support all efforts to simplify and enhance the customer experience
- Develop and support a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume, create staffing requirements and generate work schedules for contact centers
- Guide and manage indirect reporting relationships with local Workforce Supervisors and Scheduling Administrators
- Determine yearly, monthly, daily, and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns, system events, etc
- Coordinate and facilitate collaboration with customer care leadership, marketing, technical operations, human resources, finance, information technology, outsource partners and others to capture forecast and staff affecting activities
- Manage forecast results by supplying feedback, input and reporting to business partners to develop more scientific and accurate forecasting method
- Align call demand with agent supply to achieve key performance goals (service level, utilization, budgeting, etc.)
- Supply long-term forecasts to management and product owners in support of future strategic initiatives
- Conduct workforce simulations to supply advice about the impact of business strategies within contact centers
- Perform other duties as requested by leadership
- Completed bi-weekly payroll for 25 employees.
Technical Support Supervisor
Charter Communications
01.2021 - 12.2021
- Plan, organize, schedule, and supervise the day-to-day Contact Center operations in assigned area of Responsibility
- This encompasses all troubleshooting, billing issues, and product upgrades
- Lead, manage, develop, train and review performance of staff
- Supply prompt reporting to Leadership about the overall performance of the contact center team
- Establish proper individual goals per the Key Performance Indicators of the Global Service organization
- Regularly review performance with billing team
- Ensure all team member issues and concerns are addressed promptly, encourage involvement from all team members and foster a positive team environment
- Manage and schedule training and development for team
- Develop and support department policies, procedures, and processes
- Identify and implement process improvements that enhance the customer experience and /or meet future business needs
- Deliver annual Performance Reviews and keeps records of their team
- Work in partnership with leadership to ensure all corporate escalations are addressed and responded to in a within SLA
- Spearheaded initiatives aimed at reducing call volume through self-service options such as online tutorials or FAQs sections on company website.
Technical Support Supervisor
Alert 360
01.2021 - 12.2021
- Plan, organize, schedule, and supervise the day-to-day Technical Assistance Center operations in assigned area of responsibility
- This encompasses all troubleshooting, technical service issues, and product upgrades
- Lead, manage, develop, train and review performance of staff
- Supply prompt reporting to Leadership about the overall performance of the Technical Support Representative Team
- Establish proper individual goals per the Key Performance Indicators of the Global Service & Repair organization
- Regularly review performance with TSR team
- Ensure all team member issues and concerns are addressed promptly, encourage involvement from all team members and foster a positive team environment
- Manage and schedule training and development for team
- Develop and support department policies, procedures, and processes
- Find and implement process improvements that enhance the customer experience and /or meet future business needs
- Deliver annual Performance Reviews and supports records of their team
- Work in partnership with Technical Support manager in hiring decisions
- Spearheaded initiatives aimed at reducing call volume through self-service options such as online tutorials or FAQs sections on company website.
Contact Tracer Supervisor
Tek Systems
01.2020 - 12.2021
- Oversee virtual teams of epidemiology (EPI) leads, case investigators and contact tracers to call every person diagnosed with COVID-19, call every contact of a person diagnosed with COVID-19 to assess for symptoms, refer to testing and connect to quarantine/isolation resources as needed
- Coach staff on achieving contract tracing goals, offering feedback on performance
- Coordinate schedules and supply daily remote supervision and troubleshooting
- Track daily and weekly progress for team members
- Enforce all policies, procedures, protocols, and communicate process changes or new instructions to the team as proper
- Triage and escalate issues from units, brainstorm and implement solutions
- Perform supervision, epidemiology, case investigation and/or contact tracing duties for team as necessary based on workloads
Call Center Manager
The Amynta Group/Warrantech
01.2011 - 12.2019
- Directed day-to-day call center operations while overseeing work-from-home customer service representatives (CSRs) in compliance with company standards
- Aided in finding, addressing, and documenting problems relating to call prevention
- Evaluated real-time monitoring of call center supervisors to track productivity, metrics, technical accuracy, and conformity to company policies
- Formed, trained, and supervised a 150-agent Contact Center Team to meet client service level agreements (SLAs)
- Led interviews for supervisory roles and potential new hires
- Initiated recruitment and choice and in the first instance any HR issues on site
- Maintained active communication with staff members
- Served as Warrantech manager for three years, responsible for leading call center to top performing service levels, thus boosting supervisor coaching by 80% and decreasing attrition by 41%
- Played integral role in setting up a work-from-home division, later enhancing employee morale
- Guaranteed achievement of annual targets through compilation of monthly reports to senior management
- Succeeded in implementing new procedures and inducements that addressed individual attendance
- Introduced operational practices that established positive employer-employee-client relationships, which led to the promotion of high-level employee morale and retention
Education
Cybersecurity Associates Degree - Cyber Security
Southern New Hampshire University
New Hampton, NH08-2025
Google IT Support Professional Certificate -
Coursera
Dallas, TX01.2022
Coursework in Business Administration -
Tarrant County College
Fort Worth, TX01.2018
Skills
- Network security
- Technical support
- Data analysis
- Project management
- Team collaboration
- Process improvement
- Recordkeeping and file management
- Administrative support
- Data confidentiality
- Conflict resolution
- Work Planning and Prioritization
- System troubleshooting
- Customer support
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Notable Accomplishments
- Served as Warrantech manager for three years, responsible for leading call center to top performing service levels, thus boosting supervisor coaching by 80% and decreasing attrition by 41%
- Played integral role in setting up a work-from-home division, later enhancing employee morale.
- Guaranteed achievement of annual targets through compilation of monthly reports to senior management
- Succeeded in implementing new procedures and inducements that addressed individual attendance. Introduced operational practices that established positive employer-employee-client relationships, which led to the promotion of high-level employee morale and retention
Professional Development
- Health Insurance Portability and Accountability Act (HIPAA) Training
- Building Cross-Functional Partnerships
- Effective Business Presentations
- Effective Supervision II
- Managing Personnel Diversity
- Computer architecture
- Operating systems (Windows, Linux)
- Remote connection and virtual machines
- Computer networking
- Software management
- Troubleshooting
- VPNs and proxies
- Package and software management
- Process management
- Systems administration
- Configuration
- Centralized management
- Implementing/managing directory services
- Data management and recovery
- IT security
- Cryptology/encryption
- Network security
- Share Point Management
- Work Force Management (Avaya/Calabrio/Aspect) AS400
- Project Implementation/Management
Certification
- Google IT Support Professional Certificate
- Six Sigma Certification
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Work Force Management – Administrator
Charter Spectrum
09.2023 - Current
Operations Billing Supervisor
Charter Communications
01.2022 - 01.2023
Technical Support Supervisor
Charter Communications
01.2021 - 12.2021
Technical Support Supervisor
Alert 360
01.2021 - 12.2021
Contact Tracer Supervisor
Tek Systems
01.2020 - 12.2021
Call Center Manager
The Amynta Group/Warrantech
01.2011 - 12.2019
Cybersecurity Associates Degree - Cyber Security
Southern New Hampshire University
Google IT Support Professional Certificate -
Coursera
Coursework in Business Administration -
Tarrant County College
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