Stephen Lopez Email & Phone Number

Scottsdale, Az, Us

Chandler, Arizona, United States

Phoenix, Arizona, United States

Phoenix, Arizona, United States

Scottsdale

Genius Avenue leverages state of the art digital technologies, industry expertise and partner relationships to optimize go to market strategies for insurance industry and related product and service companies, distributors and sponsors. Genius Avenue meets today’s consumers' demand for digital engagement for purchasing, payments, access to relevant products and services and personal relationship. Digital technology and human centered design = Genius Avenue FinTech solutions.

• Managed technical support team of 100+ employees and document costs, impacts, and services• Lowering support costs while improving customer and employee satisfaction• Manage vendor relations, service level agreements, and training for staff• Enforce and improve support documentation and maintenance strategies• Define and communicate strategies for developing and improving service, response times and organic sales

Phoenix, Arizona Area

Customer Care Manager for Extended Stay America Hotels• Acted as liaison between the client and the support and sales departments• Attended all client functions including trade shows, quarterly reviews, support and sales meetings• Performed as project manager for all client projects and initiates• Managed support activities and improved SLA levels and customer satisfaction• Created all client facing reports and documentation

Scottsdale

• Manage a team of 7 Business Analysts and System Engineers responsible for implementing Pegasus proprietary software for customers located in the Americas and Asia Pacific• Manage a team of 6 Business Analysts and System Engineers responsible for certifying and implementing external vendors onto the Pegasus Electronic Distribution System (Switch/UD)• Customers include LaQuinta, Extended Stay America, Expedia, Trivago, Kayak, Priceline, Hotwire, TripAdvisor and many independent hotels• Products include: Property Management Systems (PMS), Central Reservation Systems (CRS), Meta Search Engines, Revenue Management Systems (RMS), Loyalty Program Systems (LPS), Internet Booking Engines (IBE), Online Travel Agents (OTA) and Global/Alternative Distribution Systems (GDS and ADS)• Reduce implementation and certification start times from six months to under 30 days• Provided both internal and external custom reports through SQL scripting within the Oracle database

Scottsdale, Az

• Manage a small group of Implementation Engineers to certify and implement hotel chains onto the four major global travel agencies (GDS)• Designed and implemented a standard set of procedures and reports to reduce problem incidents by over 50 percent• Acted as the company liaison for all four major GDS’s which consisted of fielding and resolving complaints and attending regular meetings

Scottsdale

• Managed a group of Certification Engineers to certify newly developed interfaces with the Pegasus Next Generation Central Reservation System (RVNG)• Developed an improved process of certification and documentation that included an internal site to allow sales personnel to get updates on new and upcoming certifications on a daily basis• Interface types: XML, HTML, HTNG, OTA, FTP, HTTP, and Direct Connection (Web Services)

Scottsdale

• Lead different QA teams on high priority corporate projects• Major projects lead: First full two-way PMS interface (Opera OXI PMS), Expedia Direct Connect Interface and Initial CRS GDS certifications• Conducted original Acceptance Testing of the newly acquired CRS called GuestClick later renamed to RezView Next Generation (RVNG)

• Responsible for daily performance reporting of a 50+ agent call center, both statistical and financial• Provided analysis of data and made recommendations for improvements through reports and extended projects• Developed and conducted monthly agent performance reviews which included statics from phone system (Avaya), customer incident tracking system (ITSM) and call monitoring which increased incident resolution SLA by 10%

Scottsdale

Scottsdale