Wayne Lopez
West Richland
Summary
Dynamic Manager at Qwest Communications with a proven track record in enhancing customer satisfaction and ensuring compliance. Expert in performance management and team leadership, I successfully coached and mentored staff, driving operational excellence and fostering a positive workplace culture. Committed to quality control, I consistently resolved conflicts and elevated team performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager
Qwest Communications
Seattle
01.2000 - 08.2009
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Provided leadership during times of organizational change or crisis situations.
- Ensured compliance with regulatory requirements and industry standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted performance reviews for team members.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored staff performance and addressed issues.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Assigned work and monitored performance of project personnel.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed completed work to verify consistency, quality, and conformance.
- Implemented quality control measures to uphold company standards.
Education
High School Diploma -
William Penn University
Oskaloosa, IA06-1965
Skills
- Customer satisfaction
- Performance management
- Compliance assurance
- Team leadership
- Employee relations
- Quality control
- Coaching and mentoring
- Time management
- Problem solving
Affiliations
Golf
Certification
Driver License Washington Stae, FCC General Radio License, Fiber Optic Splicing Certificate, Digital Micro Wave Certificate,,
Accomplishments
Various customer letters of satisfaction with work
Timeline
Manager
Qwest Communications
01.2000 - 08.2009
High School Diploma -
William Penn University
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