Carlo Lopez

Seasoned operations leader with 20+ years of experience leading diverse teams and delivering sustainable business results. Expertise in operational management, workforce development, and process optimization, with a proven ability to inspire teams, navigate change, and drive performance. Passionate about empowering people, building strong team cultures, and achieving excellence through leadership and innovation.

Group Leader - Cognizant Technology Solutions

(2026-01)

• Pioneered an account and lead and develop 21 FTEs across Medical Document Review and Case Review functions.
• Support account stabilization, process optimization, and continuous improvement initiatives.
• Establish operational best practices and governance for a pioneer healthcare back-office program.

Group Leader - Access Healthcare

(2022-06 - 2026-01)

• Led patient scheduling, intake, referrals, and prescription services.
• Led 3 Management Trainees and directed a team of 25+, achieving 98% accuracy in patient registration.
• Awarded Top Group Leader of the Year (2023) for outstanding performance.
• Managed online delivery platform support, ensuring 90%+ customer satisfaction

Group Leader - Sykes Asia

(2021-01 - 2022-06)

• Managed online delivery platform support, ensuring 90%+ customer satisfaction

Group Leader - Transcosmos Asia Pacific Philippines

(2014-09 - 2021-01)

• Provided email and chat support for logistics and delivery-related concerns on an ECommerce platform.
• Assisted customers with order tracking, delivery inquiries, and issue resolution.
• Processed customer requests and maintained detailed records.

Group Leader - Sitel Philippines

(2004-09 - 2014-08)

• Provided advanced telco technical support and customer service.
• Recognized as MSOC Champion (2006) and Most Improved Coach (2006).

Part-Time Remote Virtual Assistant - Keller Williams Realty

(2014 - 2017)

• Assisted with property listing management and data entry.
• Updated MLS and CRM records with property information.
• Conducted online research for real estate leads and market data.
• Managed email correspondence and appointment scheduling.
• Maintained accurate client and property records.
• Provided administrative support for day-to-day real estate operations.

Part-Time English Tutor - 51 Talk | Rare Jobs

(2011 - 2014)

• Conducted one-on-one online English lessons for non-native English speakers. (Chinese and Japanese)
• Assisted students with conversational English, pronunciation, grammar, and vocabulary.
• Prepared lesson materials and learning activities.
• Tracked student progress and provided constructive feedback.
• Maintained a positive and engaging virtual learning environment.

Computer Technology - Data Center College Baguio (2001 - 2003)