Dulcian Lopez

• As a Critical Situation Manager at Workday, my primary role is to serve as the high-pressure orchestrator during major service disruptions.
• I am responsible for Incident Command, where I lead virtual war rooms and direct cross-functional engineering, security, and cloud operations teams to ensure a unified and rapid restoration of service.
• Throughout the crisis, I act as the central point for stakeholder communication, translating complex technical data into business-friendly updates for Workday’s Executive Leadership Team, and providing a consistent pulse of information to Customer Success Managers, and support leadership.
• Beyond the immediate crisis, I drive Post-Incident Governance by facilitating 'Blameless Post-Mortems' and Root Cause Analysis (RCA) meetings.
• In this capacity, I track long-term remediation items to prevent recurrence, publish official RCA documents for customers, and analyse incident trends to identify architectural weak points.
• To maintain operational readiness, I participate in a 24/7 global on-call rotation, continuously refine incident response playbooks to reduce resolution times, and lead 'Game Day' simulations to ensure all technical teams remain prepared for real-world emergencies.

I play a crucial role in ensuring customer satisfaction, and maintaining high service quality. I am responsible for managing escalated client issues, providing resolutions, and collaborating with various teams to improve processes, and enhance customer experience.

Key responsibilities include client engagement, issue resolution, process improvement, collaboration, reporting, monitoring, and working end to end to resolve any unplanned outages, as well as the creation of known issue articles and knowledge articles.

• Coaching and mentoring team members through customer and internal situations.
• Take Lead on responses to customer escalations striving for resolution and satisfaction.
• I also interview new candidates for Major Incident Manager's role, train them on process, and develop a global team of Customer experts.
• Help Nurturing the professional development and their career growth.
• I Manage teams in a highly matrixed organization.
• Conducting regular performance reviews and facilitate goal setting.
• Build and maintain relationships with peers and leaders in cross-functional teams.
• Actively involved continuous improvement initiatives aiming customer Excellence
• I am also involved in training and developing members of the incident management team, ensuring they have the necessary skills, knowledge, and resources to effectively respond to request .

• I work closely with the Higher stakeholders and also engage with client/ customers understand their issues /needs and by navigating through challenged situations i provide them with best customer Experience .
• I do posses Strong sense of customer advocacy and customer-first mindset with a customer facing experience.
• Skilled in establishing rapport and credibility with customers and cross-functional teams and leaders.
• Independently handle client calls– establish self as a valued partner.
• Catered all elite Accounts

• Handled teams
• Responsible for the performance of all claim handling related functions, i.e., the allocation of claims, maintaining branch service standards, etc.
• Managing operational Metrics ,Ability to manage and address Customer / Client escalation
• Completed Automation projects in collaboration with clients on process improvement
• Manage and drive efficiency ,Performing live sit along with reps, call listening, regular coaching and feedback making sure reps get adequate support to perform well , Conducting huddles.
• Develop deeper process knowledge through data analysis and end to end claims audits help us to identity process gabs and solving them through RCPS framework to improve customer experience , efficiency and Quality

• Demonstrated consistent hard work and dedication to achieve results and improve operations.
• Organized files to support efficiency and traceability.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions.
• Built and maintained courteous and effective working relationships.
• Picked up additional tasks to aid team success.

• Created comprehensive reports and delivered presentations to high-level stakeholders.
• Built quality, trusting relationships with consumers to facilitate sales opportunities and grow shop profitability.
• Managed data collection, visualisation and reporting for projects of different scale and applications.