Prof. Rey Lopez

Manage the business operations (Outbound and Inbound Accounts) and client services with focus on business development, sales and client acquisition/retention, multiple project management, support group operations, data analysis, QA and process improvement, negotiation and conflict resolution.

responsible for managing the business operations for the call center(s), providing analysis, support and direction to all functional areas. Direct accountability for FTE planning & analysis, call center forecasting, reporting and analysis, call center vendor management (in partnership with IT Systems), work force management, call routing, call center answering quality, meeting call center service levels and other call center technology support functions. Promotes the efficiency and improves the customer exp

Collections Department for North American Operations (NAO) for GMAC and Nuvell Financial Services portfolios.Oversight of the collection operations of the vendor/call center in the Phillippines. Monitor Daily performance, analize statistics, process improvement, call calibration, develop new and effective strategies for outbound call.