Pedro Emmanuel López
Managua, Nicaragua
Summary
Detail-oriented case manager with proven skills in problem-solving, organization, and customer service. Committed to enhancing client experiences and ensuring compliance through effective communication and case coordination. Highly motivated to continuously learn, develop professionally, and stay up to date with new knowledge, industry practices, and skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Case Manager
Rodriguez Law Firm, PLLC
Manassas, VA
11.2024 - Current
- Managed case files, ensuring compliance with legal standards and deadlines.
- Assisted in preparing documentation for court proceedings and legal filings.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Coordinated communication between clients, attorneys, and external agencies.
- Managed clients throughout the entire case lifecycle, beginning with intake, coordinating medical treatment, and setting clear case expectations.
- Prepared disbursement packages and guided clients through the settlement process to ensure a smooth case resolution.
Customer Service Collections Representative
Connect International, LLC
Managua, Nicaragua
01.2023 - 10.2025
- Managed customer inquiries and resolved billing discrepancies efficiently.
- Developed effective payment arrangements to facilitate timely collections.
- Utilized CRM software to track interactions and document account status.
- Collaborated with cross-functional teams to enhance customer experience.
- Monitored compliance with regulatory requirements in collections procedures.
Technical Support Representative
Concentrix
Managua, Nicaragua
06.2022 - 01.2023
- Provided technical support to customers via phone, email, and chat channels.
- Diagnosed hardware and software issues, ensuring timely resolution for client inquiries.
- Assisted in troubleshooting network connectivity problems for end-users effectively.
- Documented customer interactions and solutions in ticketing system for future reference.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Representative
Ibex Global Solutions
Managua, Nicaragua
12.2018 - 05.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality service and adherence to company policies.
- Trained new team members on systems, protocols, and customer service best practices.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Utilized CRM software to track interactions, ensuring accurate records and follow-ups.
Student Volunteer
Operation Smile
Managua, Nicaragua
01.2016 - 11.2016
- Assisted in organizing community fundraising events to support surgical missions.
- Collaborated with medical teams to facilitate patient care logistics during outreach programs.
- Managed volunteer scheduling and coordinated activities to ensure operational efficiency.
- Developed educational materials for community awareness on cleft palate conditions and treatment options.
Volunteer
TECHO
Managua, Nicaragua
02.2015 - 11.2016
- Organized fundraising activities both locally and outside the city to support TECHO initiatives for the construction of new homes.
- Mentored new volunteers, enhancing team effectiveness and cohesion.
IT Technician
Missionaries of the Sacred Heart of Jesus (MSC)
Managua, Nicaragua
04.2016 - 08.2016
- Diagnosed and resolved hardware and software issues for users across computer labs.
- Installed and configured computer systems, network devices, and peripheral equipment.
- Conducted regular system maintenance and updates to optimize performance and security.
- Performed physical cleaning and maintenance of computers, including diagnosing and replacing damaged hardware components.
Education
Bachelor of Science - Computer Science
Universidad Del Valle
Managua, Nicaragua05-2029
High School Diploma -
Instituto Técnico La Inmaculada
Managua, Nicaragua12-2016
Skills
- Problem-solving
- Case management
- Time management
- Positive attitude
- Organization and multitasking
- Collections processing
- Billing procedures
- Troubleshooting skills
- Software development
- Attention to detail
- Hardware installation
- Desktop technical support
Certification
AI Applied to Business
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Case Manager
Rodriguez Law Firm, PLLC
11.2024 - Current
Customer Service Collections Representative
Connect International, LLC
01.2023 - 10.2025
Technical Support Representative
Concentrix
06.2022 - 01.2023
Customer Service Representative
Ibex Global Solutions
12.2018 - 05.2022
IT Technician
Missionaries of the Sacred Heart of Jesus (MSC)
04.2016 - 08.2016
Student Volunteer
Operation Smile
01.2016 - 11.2016
Volunteer
TECHO
02.2015 - 11.2016
Bachelor of Science - Computer Science
Universidad Del Valle
High School Diploma -
Instituto Técnico La Inmaculada