Kristine Mae Lopez

D

Senior Operations Manager

DXC Technology|

Jun 2024 - Feb 2025 (9 months)

- Handled a team of 4 to 6 Associate Managers, Support Team members, and Team Leaders, overseeing a headcount of over 100 employees to ensure efficient operations and stakeholder management. - Prepared and presented executive reports for the management team and clients, providing insights into operational performance and strategic initiatives. - Performed key roles in Business Continuity Planning (BCP), capacity planning, event planning, and other agile project management activities to enhance operational effectiveness. - Established progressive targets and nesting goals, regularly reassessing and adjusting tenured goals to measure productivity and overall performance of all migrating accounts. - Utilized Slack and other communication p

Operations Manager

Concentrix

Mar 2022 - Apr 2024 (2 years 2 months)

Overseeing overall performance and creating sales strategies for Google Ad Sales Responsible for weekly and quarterly business reviews and creation of decks Managing budget, spiff, and incentive proposals Initiatives for people engagement, retention, and process improvement Coordinating with other LOBs and Departments for planning and Collaboration Performs daily call-outs, weekly coaching, intensive coaching for bottom performers, huddles, aux management and monitoring, and quality audits. Creates and Manages reports, dashboards, and trackers for Attendance, Productivity, and Performance Data Manages performance management, including corrective actions and Disciplinary actions for agents, support, and leaders. Moreover, works hand in hand

Sr. Team Manager

Full potential solutions

Apr 2021 - Feb 2022 (11 months)

Led a team of 9-15 HC for chat/email back office account, spearheading team engagement activities to foster a collaborative work environment. Managed reports and trackers for attendance, team budget reimbursements, and performance data/incentives, ensuring accurate and timely information flow. Served as a designated trainer for the account, facilitating knowledge transfer and skill development among team members. Handled process migration documentation, process updates, work instructions, and process development initiatives, contributing to operational efficiency. Additionally, leveraged insights from managing a financial technology account, which shares similarities with e-commerce, to enhance our service delivery and adapt best practices

V

VA / Content Writer/ Social Media Manager/ Lead Generation/ SEO

Dec 2020 - Mar 2022 (1 year 4 months)

Freelance Remote work as a designated VA involved a diverse range of responsibilities, including copywriting, content writing, and website management. This role encompassed the following tasks: - Data Entry and Data Management - Checking of content to be posted on the newly created website - Clerical Tasks such as management of documents using Adobe Acrobat, Microsoft, and Google Applications - Management of Leads and direct contact with the CEO/Owner's clients through their personal Social Media and Mail Accounts - Assisting in the design of documents and flyers using Canva - Training in basic video editing - Managing and organizing the CEO/Owner's files, messages, and documents - Copywriting and creation of articles for specific product

S

Sr. TeamManager

Mar 2020 - Mar 2021 (1 year 1 month)

Solely handling the Manila Operations Team for a NZ-based Insurance company. Managing processes such as Underwriting, Administrative Support, Claims and Collections. Overseeing the Manila team for both cactus(Commercial Insurance) and blanket(Domestic Insurance) Continuously updating the operations Manual for the benefit of the new hires and reference guide of the Operations team Creates modules and materials for Onboarding and Training Prepares training Curriculum and Facilitates New Hire Training Participates in the recruitment process, Job Interviews, and selection process Regular coaching and extensive monitoring for probationary and process challenged employees Creation and standardization of metrics and KPIs Propose and facilitate Tea

TeamLeader

AIG

Sep 2013 - Feb 2020 (6 years 6 months)

I started working as a Contact Specialist and was promoted to SME, then to Team Leader. We are trained to filter leads and prequalify clients for a life insurance product, gauging their eligibility for coverage. Upon my promotion to Sales Coach/SME, I engaged in floor walking, providing quality reviews and coaching to enhance team performance. I supported the sales team in writing proposals for team challenges aimed at promoting and increasing productivity. Additionally, I developed an approach to help new hires familiarize themselves with the process and provided strong support for any concerns and questions. I attended additional training to enhance my coaching effectiveness and improve personal skills. My responsibilities included daily

F

Relationship Manager

First Source Solutions Ltd.

Apr 2012 - Sep 2013 (1 year 6 months)

As a Relationship Manager, I was responsible for billing and general inquiries for Barclay Card US. I was trained to receive calls to accommodate client inquiries and requests, while also offering upgrades and balance transfers that contributed to earning incentives. I promptly resolved all customer requests, questions, and complaints, ensuring a high level of customer satisfaction. Additionally, I contacted customers by phone and email in response to inquiries, utilizing Dialpad to manage both inbound and outbound calls effectively for financial account support, which enhanced communication efficiency and client engagement.

Directory Assistant

KGB Philippines

May 2011 - Mar 2012 (11 months)

Trained to answer inquiries regarding information (e.g. address, telephone numbers, and name) of different establishments in the US.

Sales Representative

Stream

Oct 2010 - Apr 2011 (7 months)

Trained to do outbound and inbound calls, offer upgrades, and new purchases for phone units under Sprint. Was able to close an average of 300 sales each quarter.

Kristine Mae Lopez

About

Detail

Timeline

Résumé