Dolerine Lopez
Sr Manager
Bangalore
Summary
Results-oriented Sr. Manager with 20 years of experience in Team Management, Training, and Relationship Management. Expertise in process improvement and optimizing team performance across finance, CRM, order processing, tech support, sales, training, quality and B2B. Proven ability to drive operational excellence and deliver exceptional results.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
Work History
Sr. Manager Quality & Training
Titan Company Limited
04.2023 - Current
- Led cross-functional teams to achieve project milestones, ensuring high-quality results.
- Optimized resource allocation, reducing costs and improving project efficiency.
- Designed and delivered training programs, enhancing team performance and collaboration.
- Developed and implemented operational standards, policies, and procedures to drive efficiency.
- Built and maintained strong stakeholder relationships, ensuring repeat business and long-term partnerships.
- Monitored KPIs and conducted audits, providing actionable feedback for continuous improvement.
- Demonstrated adaptability in navigating complex, dynamic environments.
Enterprise Manager
LinkedIn
02.2022 - 03.2023
- Led a team supporting hiring and learning functions, delivering premium client support.
- Managed end-to-end service delivery for enterprise clients, ensuring seamless communication.
- Specialized in large account management and client account mapping.
- Acted as primary contact for client escalations, collaborating with internal teams to ensure high-quality service.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Quality and Resolution Manager
Dell International Services
01.2006 - 01.2022
- Designed and implemented training programs to improve performance in tech support and financial services.
- Led fraud detection audits and transaction monitoring for Dell Financial Services.
- Ensured compliance with banking regulations and prepared regulatory reports.
- Communicated audit findings and strategies to senior leadership and cross-functional teams.
- Enhanced customer support performance through strategic training initiatives.
- Led a QA team in auditing fraud and transaction monitoring for Dell Financial Services credit card operations.
Sr. Lead Training Analyst
Nice Interactive Solutions
10.2017 - 03.2019
- Managed training events for new hires and agents, achieving NPS score targets.
- Enhanced QA Assurance Program to meet customer query standards.
- Conducted audits, coaching, and quality control to ensure compliance with metrics.
Lead Training Analyst
ClickSoftware
07.2015 - 10.2017
- Identified training needs through job analysis and regular consultation with process directors.
- Developed training materials to enhance communication of product queries and features.
Unit Manager
Mphasis
07.2014 - 06.2015
- Analyze communication learning needs through quality monitoring for a US banking process
- Trained and audited a team managing fraud detection and transaction monitoring for an Australian credit card company
- Conducted detailed audits to identify fraudulent transactions and implemented corrective actions
- Ensured strict compliance with Australian banking regulations and industry standards
- Prepared audit reports and provided insights for continuous improvement in fraud prevention and regulatory adherence
Customer Experience Coach
HP
08.2005 - 01.2006
- Audited calls, providing coaching and feedback to frontline technicians.
- Developed quality monitoring plans based on staff performance and business consultations.
Voice Coach
Accenture
06.2004 - 07.2005
- Led six teams, guiding them in improving customer handling and communication skills.
- Enhanced team performance by providing process-related guidance
Sr. Customer Service Rep
First American Real Estate Solution
05.2003 - 05.2004
- · Managed escalated customer inquiries, maintaining strong client relationships.
Customer Service Representative
ICICI One Source
08.2002 - 04.2003
- Provided timely assistance to customers, resolving banking-related queries via multiple channels.
- Ensured positive resolution of financial customer inquiries.
Customer Service Representative
Khodays Call Center
02.2002 - 07.2002
- Communicated product updates and promotions to customers.
- Followed up on inquiries, ensuring timely and accurate information.
Education
BA - English
Periyar University
06.2009 - 05.2011
Skills
- Quality Assurance
- Training Program Development
- Process Optimization
- Leadership Development
- Regulatory Compliance
- Performance Improvement Strategies
- Collaborative Stakeholder Interaction
- Analytical Reporting
- Process Optimization
- Fraud Detection Monitoring
- Experience with Learning Management Platforms
- Data Analysis Proficiency
- Customer Relationship Management Expertise
- Performance Tracking Software
- Experience with Transaction Monitoring Systems
Timeline
Sr. Manager Quality & Training
Titan Company Limited
04.2023 - Current
Enterprise Manager
LinkedIn
02.2022 - 03.2023
Sr. Lead Training Analyst
Nice Interactive Solutions
10.2017 - 03.2019
Lead Training Analyst
ClickSoftware
07.2015 - 10.2017
Unit Manager
Mphasis
07.2014 - 06.2015
BA - English
Periyar University
06.2009 - 05.2011
Quality and Resolution Manager
Dell International Services
01.2006 - 01.2022
Customer Experience Coach
HP
08.2005 - 01.2006
Voice Coach
Accenture
06.2004 - 07.2005
Sr. Customer Service Rep
First American Real Estate Solution
05.2003 - 05.2004
Customer Service Representative
ICICI One Source
08.2002 - 04.2003
Customer Service Representative
Khodays Call Center
02.2002 - 07.2002
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