Carolina Lopez is seeking a supervisory role utilizing her experience in customer service, team management, and healthcare compliance. She holds a Business Administration degree from Monroe College and has over 10 years of experience in human resources administration, call center management, and home health care branch management. Her resume demonstrates strong skills in managing personnel, training staff, and ensuring regulatory compliance and quality of service.

1. Carolina Lopez
695 E 163rd Street Bronx NY
Ms.Clopez31@gmail.com
Objective
Secure a rewarding position in a supervisory role and serve as an integral part of the company’s operations sharing my
breadth of experience and abilities effecting mutual employee and employer growth and success.
Summary
Goal oriented high energy professional with a proven track record of customer service supervisory performance.
Experience in coaching, managing, team building, and training of reps to ensure efficiency within department and
abidance of all laws and regulations for healthcare services.
Education
Monroe College – Bronx, New York 2005 – 2007
Major: Business Administration
Core Competencies
 Managerial – Ability to effectively run operations, inspire team members, and provide disciplinary coaching
 Communication – Ability to transfer information through many different channels with professional etiquette
 Ethics – Deadline, result, and detail oriented team player able to complete projects under pressures of all elements
 Software – Proficient in Microsoft Suite (Word, PowerPoint, Excel, and Access).
Experiences
Human Resources Administration- New York, NY February 2015-Present
IDNYC Community Coordinator Intake supervisor
Manage Municipal ID intake operations at a portfolio of walk-in locations around the city;
• Support the hiring of personnel for those locations, including recruitment efforts,
onboarding, development of performance expectations, and orientation;
• Manage and support the training of personnel under management, ensuring that staff at all
levels have the necessary expertise in procedures, program rules and guidelines, and
technology to do their jobs effectively;
• Provide regular reports on staff performance to the Intake Director;
• Contribute to the development of standard operating procedures and service level
objectives for all walk-in centers, ensuring that individual staff performance objectives tie
back to what is laid out in these documents;
• Manage teams of intake personnel at walk-in locations, ensuring that they work efficiently
and accurately while providing a high degree of customer service;
• Work with program leadership to scale operations based on demand, ensuring that the
program locations are adequately staffed in order to meet the needs of applicants;
• Monitor performance of non-HRA staff conducting intake at the assigned locations, and
identify any training or performance management issues that need to be escalated to the
Intake Director to be addressed with partner agencies;
• Ensure that strong safeguards are in place to prevent disclosure of confidential applicant

2. data to unauthorized parties;
• Will be in the field up to 75 percent of the time for site inspections and onsite
supervision.
Maximus-New York, NY July 2013 to February 2015
Call Center Supervisor
 Manage a team of 17 Call Center Representatives and operations of the department
 Assists with the development and implementation of procedures pertinent to the effective and efficient operation
of the Call Center, and assists with establishing performance goals and measurements for CSRs
 Provide 90 day temporary to permanent evaluations for temporary agents
 Work directly with the Director of Program Integrity, Quality Assurance, and Training regarding quality
assuranceand training
 Provide assistancewith NYHBE Marketplace applicants
 Act as an information highway for consumers
Heart to Heart Home Care-Brooklyn, NY
Branch Manager September 2012-June 2013
 Direct and administer a comprehensive and coordinated program of patient care services in conjunction with agency
policies.
 Administer and implement the company personnel policies and practices for the office.
 Manages and supervises the employment evaluation and termination of personnel within guidelines of the company.
 Assures that personnel records are current and all employees meet all applicable standards and requirements.
 Implement and assure company is in compliance of DOH regulation and Joint Commission standards.
 Provide education, guidance and counseling to all employees to assure continually improvement of work functions.
 Follow DOH regulation of manage cases in all clinical aspects.
 Assure all field staff are in compliance with DOH and joint commissioner regulation to assure the delivery of safe and
quality of care.
 Conduct monthly audit of all active chart, charts on hold, and termination of chart.
 First in command during on call hours to responds of all inquiries after hours.
 Monthly company revenue report to assure the growth and productivity of agency’s future.
Visiting Nurse Service- Bronx, NY
Business Service Coordinator January 2008-Septmember 2012
 Primary liaison between clinical teams, clients, staff and vendors; respond to inquiries, research, and resolve customer
service issues, and requests for information in an accurate/effective/timely manner; refer clinical issues to
appropriate staff
 Screen referrals on a bilingual basis, obtain missing information on patient demographics, prepare an eligible referral,
and forward to nurse manager.
 Responsible for maintaining log records of all close out referrals and its storage
 Administrative support for clinical teams. Open/route mail, maintain resource guides, compile visit packets, create
documentation and enter data into the National NFP & Mainframe databases.
 Oversee patient service documentation for completeness and advice appropriate personnel of missing/overdue
documents
 Collaborate with team members in setting of team goals and enhancingteam performance

3.  Coordinate escort/translator scheduling, program equipment inventory, and monitor nurse access to office and infant
equipment
Escort/Translator April 2007-Promoted
 Provided Spanish translation services between Spanish-speaking clients and non-Spanish speaking nurses on the field
 Served as an escort to home visiting nurses by accompanying the nurse to patient homes that are designated as Escort
areas
 Monitor Outlook calendar as a tool used to book scheduled visits made by the nurse’s request and coordinate
appropriately
 Office days spent in assistingclerical staff with administrative support.
Fluent in the Spanish Language.
References upon request.