Gabriela Lopez Roman
Springfield,MA
Summary
Bilingual (English/Spanish) professional with 7+ years of experience in customer-facing roles, including patient support within an optical healthcare setting. Skilled in high-volume communication across phone, email, and text, with a strong ability to build rapport, coordinate services, and provide empathetic, solutions-focused support. Experienced in fast-paced environments requiring organization, attention to detail, and clear communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Program & Operations Coordinator
Latino Economic Development Corporation (LEDC)
Springfield, MA
04.2023 - Current
- Oversee daily operations supporting small business programs, tenants, and community events.
- Serve as liaison between leadership, staff, and external partners to ensure efficient communication and timely issue resolution.
- Coordinate projects and administrative processes to maintain compliance and operational excellence.
- Mentor interns and new staff on customer service, communication, and workflow procedures.
- Foster a positive, inclusive workplace culture built on professionalism and collaboration.
General Manager
Optical Retail Store
Springfield, MA
03.2017 - 04.2023
- Managed daily operations of an optical practice, supporting patient flow, appointment scheduling, and coordination with an in-house optometrist
- Communicated with patients in person, by phone, and via messaging to schedule appointments, answer questions, and provide guidance on services
- Delivered a high-quality patient experience by building rapport, addressing concerns, and ensuring a smooth visit from check-in to completion
- Handled high-volume interactions while maintaining professionalism, empathy, and attention to detail
- Resolved patient concerns and escalations, ensuring satisfaction and continuity of care
Assistant Manager
Optical Outlets
Tampa, FL
01.2013 - 02.2017
- Supported day-to-day operations, team supervision, and compliance with company standards.
- Assisted with training, scheduling, and performance oversight to ensure operational consistency.
- Delivered exceptional customer service while maintaining high sales and quality standards.
- Provided information on eyewear options, ensuring alignment with customer preferences and needs.
Education
Business Administration - AS in progress
Springfield Technical Community College (STCC)
Springfield, MAPedagogy Coursework - undefined
University of Puerto Rico (UPR)
Utuado, PRSkills
- Team Leadership & Coaching
- Customer Experience Management
- Operational Efficiency & Compliance
- Conflict Resolution & Critical Thinking
- Cross-Department Collaboration
- Client / Patient Communication & Coordination
Certification
Project Management Certification
Languages
Bilingual: English & Spanish
Timeline
Program & Operations Coordinator
Latino Economic Development Corporation (LEDC)
04.2023 - Current
General Manager
Optical Retail Store
03.2017 - 04.2023
Assistant Manager
Optical Outlets
01.2013 - 02.2017
Pedagogy Coursework - undefined
University of Puerto Rico (UPR)
Business Administration - AS in progress
Springfield Technical Community College (STCC)