Irene Lopez Email & Phone Number

Remote

Ensure high customer satisfaction and retention for new or at-risk accounts by providingproactive product support, training, and system optimization recommendations. Promote bestpractices and foster strong business relationships.- Provide product functionality expertise, best practices, and technical support to customersand internal resources to boost adoption and utilization.- Document engagements, create and maintain client action plans for longer engagements,and regularly update internal stakeholders and customers.- Collaborate with internal teams and external partners to resolve customer concerns andensure the continued use of the UKG Pro platform.- Communicate effectively to build rapport with partners and attend training to stay currenton product features.- Understand and implement UKG’s business strategy to encourage customer retention andenablement.

Leesburg, Florida, United States

Directed and executed creative projects for individuals and small businesses, encompassingprofessional photography, web/print production, and multimedia design services.

Remote

Built, mentored, and motivated a high-performing team of Data & Technology Specialists.Conducted regular meetings with project teams, management, and team leaders to reviewproject statuses, provide product recommendations, and resolve issues.- Managed implementation project pipeline and prioritization process.- Supported Data & Technology team by assisting with troubleshooting system issues inPlanSource, bswift, Ease, and Employee Navigator.- Educated clients and internal teams on best practices in benefits administration systems.- Improved client and broker retention for at-risk accounts through responsivecommunication and proactive resolutions.- Demonstrated benefit administration systems to potential clients and brokers.

Remote

Owned and managed multiple implementation projects simultaneously, providing comprehensive support to customers in various benefits administration systems and assisting with annual renewals. Regularly met with clients and internal teams to review project statuses, ensuring client satisfaction.- Managed project timelines and system configurations.- Provided troubleshooting support for system issues in PlanSource, bswift, Ease, and Employee Navigator.- Educated clients and internal teams on best practices in benefits administration systems.- Enhanced client and broker retention for at-risk accounts through responsive communication and proactive solutions.- Collaborated with brokers, insurance carriers, and vendors to gather necessary information for implementation projects and support existing clients.

Remote

Orlando, Florida

Successfully managed and led multiple implementation projects concurrently. Consistentlychosen by management for special and complex projects due to my reputation as a topperformer and a track record of zero client escalations.- Adhered to the implementation project timeline, ensuring timely deliverables from allparties.- Created, tracked, and reported the project timeline, milestones, deliverables, anddeadlines.- Led implementation projects, collaborating with internal teams, clients, brokers, andPlanSource partners.- Assisted with PlanSource system configuration, troubleshooting, and testing withConfiguration Analysts.- Conducted client admin training and created user training documentation, supportingclients during open enrollment to ensure smooth transitions to ongoing support.

Orlando, Florida Area

Solutions & Applications Specialist - May 2016 - August 2018Specialized in implementing and supporting print, scan, and document management solutionsacross North and Central Florida.- Participated in client pre-sales meetings to analyze current processes and recommendoptimal software solutions.- Managed and executed software implementation projects to successful completion.- Trained administrators and end-users on software functionality, ensuring high levels ofcustomer satisfaction.- Developed user-friendly guides and troubleshooting procedures for clients.

Orlando, Florida, United States

Provided IT support across diverse network environments for multi-function printers.- Set up and resolved network issues for various multi-function printers including Kyocera, Konica Minolta, Canon, and HP.- Configured printers to print and scan over wired and wireless networks.- Troubleshot and fixed printing/scanning issues, ensuring excellent customer service.

Orlando, Florida Area

Delivered technical support and outstanding customer service to real estate members in a call center environment.- Remotely troubleshot issues on Windows and Mac operating systems.- Resolved a range of issues, including virus/malware removal, Microsoft Office support, network connectivity, email configuration, mobile device, printer/scanner connectivity, and web browser problems.- Supported real estate-related websites and collaborated with local realtor associations to resolve membership issues.

Orlando, Florida Area

Supervised a team of six tellers, managing complex transactions and ensuring daily balance of cash drawer and main vault.- Coached tellers to meet sales goals and deliver exceptional customer service.- Created teller schedules and managed office supply orders for the branch.- Provided excellent customer service while processing transactions.- Efficiently handled both drive-thru and walk-in customers.- Promoted financial products and services to meet customer needs.- Consistently exceeded sales and service goals, benefiting the store and the company.

Orlando, Fl

Oversaw the creation and management of a virtual server and network of computer systems.- Installed and configured a Windows 2008 virtual server using VMWare ESXi.- Set up multiple Windows OS workstations and established a WAN environment.- Conducted maintenance and resolved technical issues for both network and workstations.

Orlando, Florida Area

Opened new accounts, resolved complaints, and assisted with loan and account inquiries.- Completed and closed consumer loan applications.- Delivered exceptional customer service to credit union members.- Acted as manager on duty, overseeing opening/closing procedures and supervising tellers.- Coached tellers on sales and referral techniques.- Assisted in training staff on new policies and procedures.

Orlando, Florida Area

Fulfilled print and document jobs for customers, managing various printers, copiers, fax machines, laminators, binders, and cutting machines.- Edited and printed documents using Microsoft Office and Adobe software.- Answered multi-line phones for customer inquiries and price quotes.- Processed customer orders for ImPress services and logged them accurately.- Followed up on orders to ensure customer satisfaction.- Handled transactions and balanced the cash drawer daily.- Assisted customers with electronic and office products, providing education on features and benefits.

Associate Of Science (A.S.), Computer Information Technology

High School