Roger Lopez Email & Phone Number

<< Strategic Technical Leader delivering high-end results >>I am a customer-focused IT professional seasoned in Account Management, Contact Center Operation, and Customer Retention. I offer senior-level expertise in improving customer satisfaction through effective communication, responsiveness, and continual process improvement. Proven history of collaborating cross functionally at all organizational levels and adapt to diverse customer expectations. I have a history of strategic thinking, evaluating needs, and articulate translation of technical requirements into relevant business solutions.NOTABLE ACHIEVEMENTS:▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔▔✔ Established a $100K+ annual Admin on Demand service to provide minor moves, adds, or changes for existing Lifesize CCaaS customers.✔ Delivered eLoyalty executives a ~ $4M multi-year financial forecast outlook of Cloud customer base to justify strategic business decisions by developing and managing a forecasting spreadsheet and process for account managers.✔ Migrated a ~ $4B provider of scientific products from an existing premise-based contact center to a Cisco Hosted Collaboration Solution by collaborating across technical and business teams through a phased approach while maintaining daily operations.Specialties: Technical Account Manager, Operations Manager, Account Manager, Service Delivery Manager, Account Management, Customer Service, SLA Management, Incident Tracking, Escalation Management, Project Management, Sales / Upselling, Management Reporting, SAAS / Cloud, Contract Management, Problem Resolution, Process Improvement

• 

  Austin Community College

  Associate'S Degree