Jesus R. Lopez
El Paso,TX
Summary
Dynamic and results-driven professional with extensive experience in call center operations, specializing in real-time management and workforce optimization. Proven track record of leading teams to achieve operational excellence, driving efficiency, and enhancing customer satisfaction. Adept at strategic planning and execution, with a strong ability to analyze data and implement innovative solutions that align with business goals. Committed to fostering a collaborative environment that empowers team members to excel and contribute to organizational success.
Overview
32
32
years of professional experience
Work History
Specialist, Call Center- Real Time Ops
DirecTV LLC and AT&T Inc.
01.2014 - 03.2026
- Responsible for workforce management analysis to optimize real-time call center operations, including load balancing, call routing, and call movement to address operational needs.
- Conduct analysis using employee and strategic partner data to support load balancing and call routing decisions.
- Manage real-time call movement to resolve simple to complex business and operational issues.
- Provide administrative and operational support for command center functions.
- Resolve operational issues while ensuring data controls and governance standards are maintained.
- Analyze call trends and volumes to support data-driven operational decisions.
- Collaborate with internal teams to address service level challenges and improve overall performance.
Manager - Force
AT&T Inc.
01.2007 - 01.2014
- Supervised a team of six clerical employees supporting daily operational functions (time reporting, occupancy, utilization, vacation tracking, and scheduling).
- Organized data and reporting systems to improve accessibility and accuracy.
- Analyzed call and time reporting data to identify discrepancies and performance trends.
- Implemented process improvements that reduced lost time and scheduling gaps.
- Increased utilization from 60% to above the 62% target, reaching levels as high as 67%.
- Awarded the Champion Presidential Honor Award (2007) for significant contributions to organizational success.
Team Development Leader
AT&T Inc.
01.2005 - 01.2007
- Led and coached a team of 25 Customer Contact Associates to exceed key service metrics.
- Analyzed performance data and produced reports to drive continuous improvement.
- Designed and implemented incentive programs that boosted results while sustaining strong QA and customer satisfaction ratings.
Operations Support Leader
AT&T Inc.
01.2001 - 01.2005
- Supervised a team of 10 clerical employees supporting daily operations (time reporting, occupancy, utilization, vacation tracking, and scheduling).
- Organized and maintained data systems and reports for efficient access and accuracy.
- Analyzed call volume and time reporting data to identify discrepancies and operational trends.
- Collaborated with multiple AT&T offices to establish audit procedures aligned with Sarbanes-Oxley requirements.
- Contributed to El Paso office successfully passing new payroll audits and achieving full Sarbanes-Oxley compliance.
Provisioning Development Leader
AT&T Inc.
01.1997 - 01.2001
- Led and coached a team of 25 Customer Contact Associates and clerical staff supporting specialized post-contact operations.
- Ensured accuracy in order processing, quality customer service, and technical proficiency.
- Improved and streamlined the batch order processing system, reducing order entry errors and operational costs.
- Recognized with the True Spirit Award (1998) and Circle of Excellence Award (1999) for performance excellence and contributions.
Team Development Leader
AT&T Inc.
01.1996 - 01.1997
Customer Contact Associate
AT&T Inc.
01.1994 - 01.1996
Education
Bachelor of Science (B.S.) - Management, Computer Information Systems
Park University
El Paso, TX01.2008
Associate of Science (A.S.) - Management
Park University
El Paso, TX01.2006
Skills
- 30 years of experience in planning, development, and administrative management
- Strong background in team building, mentoring, and leadership
- Proven ability to lead workforce change initiatives supporting operational, financial, and quality objectives
- Promote work environments that improve productivity, efficiency, and overall performance
- Self-motivated professional who thrives in fast-paced settings and consistently exceeds expectations
- Excellent communication and interpersonal skills; collaborative team player who builds trusted relationships
- Advanced experience with Avaya CMS Supervisor and Genesys Cloud Apps, including data analysis, skill coding, and custom reporting
- Extensive experience with TotalView; IEX Certified (2001-10-26)
- Proficient in Windows 11 and Microsoft Office Suite (Word, Excel, PowerPoint)
Languages
Spanish
Native or Bilingual
Timeline
Specialist, Call Center- Real Time Ops
DirecTV LLC and AT&T Inc.
01.2014 - 03.2026
Manager - Force
AT&T Inc.
01.2007 - 01.2014
Team Development Leader
AT&T Inc.
01.2005 - 01.2007
Operations Support Leader
AT&T Inc.
01.2001 - 01.2005
Provisioning Development Leader
AT&T Inc.
01.1997 - 01.2001
Team Development Leader
AT&T Inc.
01.1996 - 01.1997
Customer Contact Associate
AT&T Inc.
01.1994 - 01.1996
Associate of Science (A.S.) - Management
Park University
Bachelor of Science (B.S.) - Management, Computer Information Systems
Park University