Andrea Lopez
Guatemala City,GU
Summary
Experienced Manager for Customer Operations / Back Office environment; with 9-year experience in Order to Cash process. My experiences range from quality assurance, knowledge transfer, process alignment to customer satisfaction. I enjoy working with teams, using data for process improvement and communicate with the customers for problem resolution.
Overview
14
14
years of professional experience
Work History
Advisor
Secretaría Presidencial de la Mujer
Guatemala, Guatemala
05.2024 - Current
- Technical Support on research and analysis on Women's Human Rights policies.
Project Manager
HCLTech
Guatemala, Guatemala
07.2021 - 05.2023
- Monitored performance of Contract Setup / Lease Contracts team productivity towards monthly goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Produced accurate and timely reports about the status of the operation.
- Created Project status presentations for delivery to Customers, Management or other teams as needed.
- Worked with different departments, customers and leadership resolving escalations.
- Collaborated with other departments to coordinate workflow processes between teams.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Process alignment by region and by process lines. Modified project plans when needed to better align with objectives.
- Identified needs and coordinated resource allocation to deliver quality standards.
Supervisor
HCLTech
Guatemala, Guatemala
07.2020 - 07.2021
- Monitored performance of Contract Setup, Collections and Cash Applications teams productivity towards monthly goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Produced accurate and timely reports about the status of the operation.
- Created Project status presentations for delivery to Customers, Management or other teams as needed.
- Worked with different departments, customers and leadership resolving escalations.
- Collaborated with other departments to coordinate workflow processes between teams.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Transition support and implementing Meter Collection team for XBS GUA team.
Team Lead
HCLTech
Guatemala, Guatemala
03.2019 - 07.2020
- Knowledge transfer and creation of process documentation for XBS Operation in GUA for Contract Setup and Contract Billing teams.
- Implemented process and monitored teams for Contract Setup, Contract Billing, Collections and Cash Applications.
- Supported training for XBS operation first waves of trainees.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Produced accurate and timely reports about the status of the operation.
- Created Project status presentations for delivery to Customers, Management or other teams as needed.
- Worked with different departments, customers and leadership resolving escalations.
- Collaborated with other departments to coordinate workflow processes between teams.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Team Lead
Xerox Corporation
Guatemala, Guatemala
11.2017 - 03.2019
- Pre-Billing research and validation for big accounts.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
- Offered training and support to keep team members motivated and working toward objectives.
- Completed daily quality assurance duties to provide feedback for improvements.
Client Associate
Xerox Corporation
Guatemala, Guatemala
09.2014 - 11.2018
- Gathered and validated billing data previous to invoicing.
- Provided customer service to clients and addressed inquiries via phone or email.
- Maintained client records by updating account information as needed.
Project Coordinator
PROICA-RD
Guatemala, Guatemala
11.2010 - 07.2014
- Coordination and documentation of "Reforestando Centroamerica" 2011 campaign.
- Documentation of all the projects and activities for the Association.
Education
International Relations - Political Science
Universidad De San Carlos De Guatemala
Guatemala05.2013
Skills
- Analytical Thinking
- Data Analysis
- Root Cause Analysis
- Documentation and Reporting
- Customer Service
- Complaint / Dispute resolution
- Compliance Monitoring
- Cross-Functional Collaboration and Communication
- Process Monitoring and Improvement
- Training and Mentoring
- Microsoft Office
- Google Workspace
Languages
Spanish
First Language
English
Proficient (C2)
C2
Italian
Intermediate (B1)
B1
Timeline
Advisor
Secretaría Presidencial de la Mujer
05.2024 - Current
Project Manager
HCLTech
07.2021 - 05.2023
Supervisor
HCLTech
07.2020 - 07.2021
Team Lead
HCLTech
03.2019 - 07.2020
Team Lead
Xerox Corporation
11.2017 - 03.2019
Client Associate
Xerox Corporation
09.2014 - 11.2018
Project Coordinator
PROICA-RD
11.2010 - 07.2014
International Relations - Political Science
Universidad De San Carlos De Guatemala
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