Customer Service Manager
Resume:
Arelys Lily Lopez
West Park, FL **023
Mobile: 786-***-****
Email: ********@*****.***
OBJECTIVE: I am seeking a position that will utilize my management and technical skills to build a strong business relationship
with the company and clients; and exceed expectations to excel within the company. I am detail oriented, a team
player, highly motivated, and fully bilingual (English and Spanish).
QUALIFICATIONS: Course study in Business and Finance. Excellent working knowledge of: Remedy AR System, Lucent Definity
PBX, Microsoft Windows, ScheduALL, Lotus Notes, MS Office, MS Project, Visio, HP Printer, computer hardware and peripherals. Familiar
with: MS SQL, FoxPro, CRT’s.
EXPERIENCE:
03–06 SUKY HEALTH CARE SERVICES, INC., MIAMI, FL
04 13 Office Manager / Managing Director
• Managed all departments to ensure quality performance standards and open communications were met and
maintained.
• Responsible for ensuring all credentialing was up to date.
• Verified all licenses and credentials for contracted providers.
• Prepared & managed the CHAP, and unannounced AHCA, visits and prepared and submitted POC, when
needed.
Developed proposals and RFP’s.
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Participated in BOD, PAC, Quality Improvement, and Budget Review meetings.
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Prepared and submitted client documentation for Medicaid approval.
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Using MS Access, developed database for agency to maintain client information and supervision control.
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Created/modified, ordered, and approved forms used by agency.
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Evaluated and approved hardware and software systems to be used by agency personnel for billing and client
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coordination.
• Produced technical related documents for programs used by the agency.
• Developed and maintained agency policies and procedures ensuring compliance with State and Federal
regulations.
• Communicated and reinforced the agency’s policies and procedures.
• Maintained all hardware / software updated.
• Handled all Human Resource duties for internal staff and subcontractors.
07 05 to UNITED HOME CARE SERVICES, MIAMI, FL
03 06 MIS Supervisor
Managed the day to day functions of the Management Information Systems department.
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Supervised four Data Processors to ensure data was entered accurately and in a timely manner.
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Managed personnel issues and concerns.
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Using Lotus Notes R5, modified column settings on existing views to include / exclude field columns,
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change sorting, group data, include totals, etc.
Added / removed users to / from groups in Lotus Notes Global Address Book.
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Assisted in the design and implementation of new corporate databases to enhance, and improve
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efficiency.
Used existing templates to create basic database, and further design to meet corporate requirements and
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expectations.
Created copies of existing databases on local for testing functionality.
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Conducted sampling of data input as outlined by procedures to ensure corporate compliance.
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Identified incomplete information as outlined by procedures and return documents to appropriate
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department(s).
Acted as liaison between Technical Support department and internal customers.
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Created reports using queries developed in Oracle Develop, as requested by Case Management.
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07 04 to ACCORD PRODUCTIONS, MIAMI, FL
07 05 Information Technology Manager
Directly supported the day to day operations by providing leadership and senior technical support to internal
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clients.
• Managed projects involving the design and implementation of effective administrative and business processes.
Provided direction and leadership support on defining business requirements, configuration, testing and
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production of applications.
• Analyzed complex problems, interpret operational needs, and develop integrated, creative solutions.
Lily Lopez
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Evaluated the physical environment and operating conditions to ensure performance and to detect and
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investigate failures and deficiencies; developed and executed plans to correct failures and/or escalate problems
as appropriate.
• Documented, executed, audited and monitored the effectiveness of procedures for ongoing operations
including network security and application administration.
Led and participated in technical project teams to understand business and technical requirements.
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Performed analysis on business requirements and produce documentation.
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Identified operational risk and/or critical business needs.
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07 00 to VIZUALL, INC., HOLLYWOOD, FL
07 04 Technology/Customer Service Center Manager
• Managed large volume of work and adjust priorities as necessary based on established service levels and
customer priorities.
Demonstrated continuous effort to improve operations, decrease production delays, streamline work processes,
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and work cooperatively and jointly to provide quality seamless customer service.
• Worked directly with clients for the pre installation, installation, maintenance and support of software product.
Responsible for solving client problems relating to software product installations, and satisfaction of client
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service.
• Assisted Quality & Assurance to ensure a successful product rollout.
Trained client personnel on the proper use and maintenance of software product.
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Responsible for meeting all demand requirements of the various support contracts as well as other projects.
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Additionally responsible for the execution and continuous improvement of service processes relating to the
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customer, the continuous improvement of internal processes, and any additional support relating to Customer
Relationship Management.
• Enhanced current Help Desk application to meet current needs and demands.
Implemented online knowledgebase for customer access.
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08 99 to PRECISION RESPONSE CORPORATION, MIAMI, FL
04 00 Technology Services Manager
• Provided guidance and management to the Technology Service Center.
Assured the successful delivery of TSC services and continual improvement processes by generating and
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maintaining Service Level Agreements, Quality Result Plans, Mission Statement, and Customer Satisfaction
Surveys.
• Ensured that resolution and/or escalation of problems were timely, accurate and consistent.
Managed the resolution of application and software system problems impacting production.
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Worked closely with support groups to ensure consistent communication throughout the duration of a problem
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and in post analysis discussions.
Identified reoccurring and potential operation problems, and produced possible procedures and controls for
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problem prevention.
• Assisted in the continuing development of Remedy’s Action Request system for efficient problem management.
Researched and introduced internal/external sources of training techniques, tools, and systems for the
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department.
EDUCATION: Queensborough Community College
Queens, NY
02 87 to 01 88 – Major: Business and Finance
Certificates of completion:
Novell Netware Internetworking with TCP/IP
Windows 3.1 Windows NT Core Technologies
MS Word Remedy AR System Advanced Topics
MS Excel Definity ECS Administration
MS PowerPoint Moving Conflict to Collaboration
MS Project A+ Certification
MS Access HDI, Implementing Service Level Agreements
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