LUCERO LOPEZ
Arlington,TX
Summary
Operations Manager and talented leader with over 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Operations Manager
Oracle Elevator C/O EMR Elevator
2021.05 - 2023.03
- Oversee daily operations, plan, direct and coordinate activities of designated Maintenance, Service, and Repair in the Southwest Region/twelve branches.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Ensure that goals and objectives of projects are accomplished within the prescribed time frame, funding parameters and profitability.
- Provide overall support to all Office Staff, Sales, Supervisors and Field Technicians’ activity throughout the SW Region.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Established and maintained productivity goals and quality standards
- Executed and Maintained all Maintenance, Service, and Repair contracts. Managed all yearly price changes and renewal documentation for over 1000 accounts.
- Managed Accounts Receivable and Accounts Payable, Collections, Vendor Approval, and office expense approval.
- Drive operation excellence, customer satisfaction, safety and quality to include the development and training of personnel in various departments.
- Developed and maintained relationships with external vendors and suppliers.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Management of the Office and Field technicians to ensure a fluid Operation and optimize efficiency and productivity.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reduced operational risks while organizing data to forecast performance trends.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Operations Manager
EMR Elevator, Inc
2014.06 - 2021.05
- Oversee daily operations, plan, direct and coordinate activities of designated Maintenance, Service, Repair and Modernization projects in nine cities statewide.
- Ensured that goals and objectives of projects were accomplished within the prescribed time frame, funding parameters and profitability.
- Provided overall support to all, Office Staff, Sales, Supervisors and Field Technicians’ activity throughout the Regions.
- Responsible for establishing and maintaining productivity goals and quality standards
- Executed, maintained, and updated all Maintenance / Service contracts. Updated yearly prices per contract terms and reviewed and executed contract renewal documents on over 500 accounts.
- Managed Accounts Receivable, reviewed all payments received, overages or shortages, accounted all revenue was applied correctly. Responsible for overseeing collections and dealt with customers over 100K owed.
- Managed Accounts Payable, reviewed, approved or disputed vender invoices. Managed weekly check run.
- Drive operation excellence, customer satisfaction, safety and quality to include the development and training of personnel in various departments.
- Management of the Office, Supervisors, and Field technicians to ensure a fluid Operation and optimize efficiency and productivity.
- Responsible for increased efficiency and improved performance to achieve annual budget more than $50M.
- Responsible for the forecasting and delivering of monthly and annual Revenue.
- Responsible for creating and implementing onboard training for all new hires.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Increased profit by streamlining operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reduced operational risks while organizing data to forecast performance trends.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Contract Specialist /Office Manager
EMR Elevator, Inc.
2010.06 - 2014.06
- Strong understanding of contract verbiage.
- Review, execution, and negotiation of multimillion dollar contracts.
- Manage and maintain existing Maintenance & Service Contracts, with review of Job Profitability Reports to determine yearly contract escalation price.
- Reviewed current contracts to identify upcoming contract expirations and coordinated with President to analyze contract renewals and re-negotiation.
- Created and prepared specific contracts to present to senior management.
- Assisted contract and legal professionals to address contract issues and developments.
- Tracked resolution status on critical contracts and issues for program management staff.
- Assisted in expansion efforts by positioning contracts and executing paperwork as quickly as possible.
- Negotiated optimal contract terms and conditions to lessen business risk and maximize financial objectives.
- Implemented all critical information into agency's database and maintained confidentiality to keep information secure.
- Reviewed contract plans and project specifics for thorough understanding.
- Directed and conducted initiatives to perform contract administration using firm fixed price, time and material and agency indefinite quantity contracts.
- Conducted quality reviews and monitored contract performance.
- Maintained digital and paper and contractual files, ensuring compliance with regulatory mandates and company policies.
- Created and finalized contracts for Maintenance and Service deals with customers.
- Managed 500 contracts valued at $150 to $50M and led projects successfully.
- Reduced expenditures by 80% through implementing cost-saving measures.
- Led contract writing system upgrades achieving beneficial contract terms.
- Maintain, update, and execution of contract renewal documents monthly. Maintained and updated Yearly, Fiscal Year, Monthly and Quarterly Purchase Orders.
- Planned, directed and coordinated contract awards with office admins, supervisors & field technicians.
- Managed office admins, sales, supervisors and field technicians to ensure a fluid operation and to optimize efficiency and productivity.
- Managed & maintained multimillion dollar contracts for successful completion of contract terms ranging from 5 to 10+ years.
- Partnered with Sales and Operations to assist in buyout meetings resulting in improved orders growth.
- Managed full procurement cycle by planning, reviewing, soliciting, awarding, administering and closing out contract to achieve seamless transition at all levels of procurement.
- Closely monitored and evaluated contract performance to determine regulatory compliance and necessary amendments.
- Provided exceptional customer service to diverse clientele even in high-stress environments.
- Grew the overall business by 120% and improved efficiency and overall business profitability.
Administrative Assistant/Contract Specialist /Account Manager, Inside Sales
EMR Elevator, Inc.
2006.06 - 2010.06
- Responsible for managing over 500 customer accounts Provide quotes for Service, Repair and Modernization to both new and existing customers
- Responsible for Client Issue Resolution and Customer Satisfaction, Review of Billable Tickets and Production of Invoices, Issue & Update Purchase Orders
- Handling Collections and Invoice Dispute Issues with Customer, and support Supervision and Sales staff to secure orders and process accurate material release
- Responsible for scheduling of all training for both office personnel and field Techs
- Responsible for customer billings and collections as well as ensuring customer satisfaction on all projects
- Assist and support Supervision to ensure the highest level of execution on all projects.
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Set up new accounts and set up payment methods.
- Used software to maintain detailed contact logs and account records.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Developed and implemented sales strategies to increase customer loyalty and retention.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Assisted development and implementation of new administrative procedures.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Answered multi-line phone system, routing calls, delivering messages to office staff, supervisors, and field technicians.
- Executed record filing system to improve document organization and management.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed strategies to streamline and improve office procedures.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Managed department budgets and generated financial reports for management review.
Office Manager/Physical Therapist
Health First Injury & Pain Center
2002.08 - 2006.05
- Dealt with legal representatives and documentation regarding claims and cases
- Responsible for Accounts Receivable, Accounts Payable, Billing & Coding, Balance Sheets, Scheduling, Filing, Data Entry, Customer Service, Patient File Setup, Records, Inventory Control, Chiropractor Assistance, and performance of physical therapy and rehabilitation
- Also, responsible for the performance of patient vitals and UA analysis.
- Managed high-volume caseload and organized daily schedules of assistants and patients.
- Educated patients and family members regarding diagnosis, injury prevention, and therapeutic treatments.
- Managed acute and chronic conditions with full understanding regarding complex therapy needs.
- Adapted therapy sessions and exercises according to patient progress and limitations.
- Supported patients' progress and physical health demonstrating at-home exercises.
- Supported patients with individually-designed treatment programs from Chiropractor to restore, maintain and improve physical functioning, alleviate pain, and prevent disability.
- Recorded patient prognosis, treatment and responses into reports and patient charts.
- Evaluated physician referrals and determined appropriate evaluation procedures according to patient needs and medical history.
- Delivered home care therapy to long-term care patients and assisted with ROM and stretching exercises.
- Taught patients how to use braces, crutches, and prosthetic devices to reduce pain.
- Supervised clinical students, certified and licensed assistants, technicians, and volunteers.
- Trained new physical therapists and physical therapy assistants regarding policies and standards of care.
- Observed and recorded patients' responses to therapies and exercises to report to practitioners and recommend adjustments to treatment plans.
- Improved scheduling techniques and rapid insurance approval turnaround to increase patient volume and satisfaction.
- Created individualized exercise programs to improve patient mobility and function.
- Applied manual techniques and therapeutic exercises to improve range of motion, strength, balance and coordination.
- Coordinated, monitored and adjusted patient care and progress with interdisciplinary team of medical professionals and specialists.
- Planned and carried out individually designed programs of physical treatment to maintain, improve or restore physical functioning and alleviate pain.
- Educated families and patients on proper body mechanics and self-care practices to improve long-term outcomes.
- Educated patients on proper body mechanics and injury prevention to avoid risk of re-injury.
- Administered therapeutic treatments to ease pain and facilitate healing of injuries.
- Implemented specialized physical therapy programs to improve functional mobility and reduce pain for patients with chronic conditions.
- Discussed rehabilitation and reconditioning options to improve patients' function and quality of life.
- Used pain management and relaxation techniques to reduce discomfort and stress.
- Provided physical therapy services to patients.
- Developed patient-specific home exercise programs, guiding patients on correct implementation to safely achieve goals.
Office Manager
Food City
2000.01 - 2002.08
- Responsible for Wire Transfer of Money, Cash Checks, Cash Handling, Balance of Cash Registers, and Customer Service
- Management of Cashiers, Stockers & Kitchen personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Evaluated employee records and productivity and submitted evaluation reports.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
Associate of Applied Science Degree - Business Information Systems
Remington College
Ft. Worth, TX07.2006
Skills
- Business Administration and Operations Management
- Project Management
- Customer Relationship Management
- Contract Administration
- Recruiting, Hiring and Staff Training
- Team Leadership
- Performance Monitoring and Evaluation
- Productivity Improvement
- Invoice Processing and Collections
- Data Evaluation, Quality Assurance and Control
- Planning, Policy and Procedure Implementation
- High-Pressure Environments
- Job Profitability and Expense Reports
- Strong Finance Understanding
- Microsoft Office Expertise
- Strong IT Understanding
Accomplishments
- Supervised team of 20+ staff members.
- Achieved Electronic Time and Tracking by introducing and developing an application in Actsoft tailored to company with accuracy and efficiency.
- Saved the company approximately $2 million per year by limiting amount of credit cards issued to field technicians, and managing their expenses.
- Reduced operational expenses by 90% by streamlining branch operations.
- Promoted to Operations Manager after 8 years with the company.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Operations Manager
Oracle Elevator C/O EMR Elevator
2021.05 - 2023.03
Operations Manager
EMR Elevator, Inc
2014.06 - 2021.05
Contract Specialist /Office Manager
EMR Elevator, Inc.
2010.06 - 2014.06
Administrative Assistant/Contract Specialist /Account Manager, Inside Sales
EMR Elevator, Inc.
2006.06 - 2010.06
Office Manager/Physical Therapist
Health First Injury & Pain Center
2002.08 - 2006.05
Office Manager
Food City
2000.01 - 2002.08
Associate of Applied Science Degree - Business Information Systems
Remington College
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