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Manager Customer Service

Houston, TX
October 24, 2018

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Amanda Lopez

**** ***** ******

Houston, Texas



I have over 20 years in the customer service, dispatch, and transportation industries. I have also a vast knowledge of Excel, Word, Publisher, and other computer programs. I have done routing, dispatch, statistical analysis, and management of multi-site call centers. I have a certificate in HR management. I bring with me a great work ethic and enthusiastic attitude.

Employment History

Houston Transportation Services

Accounting Services Manager (Annual revenue of 1.5 million)

Febuary 2018-Present

Manages various accounting functions including ledger maintenance, accounts payable, accounts receivable, revenue and asset accounting, as well as associated analysis and reporting. Evaluates and makes improvements to accounting processes while ensuring that practices comply with organization accounting policies and applicable laws and regulations.

Texas Taxi

Quality Assurance Manager, Houston, Texas

July 2015 – September 2017

Implemented all new technical equipment into vehicles, statistical data collection and analysis. Coordinated and ran all city and internal inspections for a fleet of over 1200 vehicles, 500 wheelchair accessible vans, 1800 drivers and 100 employees. Managed ordering and repair of all equipment for the fleets in all 5 locations including POS CC machines, MDT’s tablets, and meters.. Deployed multiple apps to improve productivity and cost effectiveness such as a safety reports, call center KPI’s, and check in and out app to reduce unreported damage of vehicles. Managed the yearly City of Houston inspections for the taxi and paratransit fleet, also implemented a quarterly internal inspection of all vehicles to cut down issues at yearly city inspections.

Houston Yellow Cab

Call Center Manager

Houston, Texas

May 2013 – July 2015

Managed all call centers in Houston, Austin, San Antonio, and Columbia with a call volume of over 20,000 calls a day including medical transportation, paratransit, driver and customer calls. Maintained an accurate record of all KPI’s such as call duration, wait time, hold time, and lost calls. Made master schedules for all 200+ employees. Implemented training programs and incentive for staff. The staff incentives that increased overall staff attendance and accuracy by approximately 25% and also lowered both call wait time, and handle time by 22 seconds. Managed staffing for locations including governmental paperwork and benefits. Discharged employees for cause and worked with State of Texas on unemployment claims.

San Antonio Yellow Cab

Assistant Manager/Dispatcher

San Antonio, Texas

November 2010 – July 2015

Worked with manager on schedules, manage a staff of 50+ employees that included call takers and dispatchers. Worked with a fleet of drivers both taxi and wheelchair accessible vehicles of 500 total. Handled multiple accounts medical transportation accounts to get routing and dispatch completed. Implemented VIA on demand paratransit and VIA scheduled paratransit rides with new contract of service with SA Yellow Cab, this including billing, safety, and day to day operations and best practices.


San Antonio Community College

HR Management Certificate

Graduated June 2013

Classes included HR training and development, employment practices and processes, employee labor relations, total pay, compliance and emerging issues in HR.

Clark College

Social Science

Vancouver, Washington

Deferred June 2000

Basic AA classes completed.

Renton High School

High School

Renton, Washington

Graduated June 1993

Hobbies & Interests

Continue to been involved with Skyline Rotary in Houston. I enjoy volunteering and working with at risk kids to see their potential. Currently sit on the board for non-profit Safe Space, working on multiple social issues such as prison reform, sex trafficking, domestic abuse and gangs. I am an avid reader and learner.

Professional Skills

Excel: Advanced Publisher: Advanced

Email: Advanced Reports and Statistical Data Analysis: Expert

Word: Advanced Data Bases: Intermediate

Dispatch Programs (DDS, MTData): Expert Social Media: Advanced

Publisher: Advanced Reports and Statistical Data Analysis: Expert

Cisco Phone Services: Beginner Customer Service: Expert

IT desk support: Intermediate HR Compliance: Expert

Virtual Servers: Beginner Quick Books: Intermediate

Great Plains: Beginner


Corbett Daniel Parker Melissa McGehee Joseph Rubio

Attorney GM Former CFO

Pagel, Davis & Hill Houston Yellow Cab Texas Taxi

713-***-**** 409-***-**** 832-***-****

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