Maurice Lopes

Background

About Maurice Lopes

Mr. Lopes is an innovative leader with expertise in driving contact center transformation to help drive sales performance and enhance customer experiences. With a proven track record spanning the entire lifecycle of contact center development, from inception and strategic planning to construction and ongoing management, I possess a keen eye for pioneering solutions and visionary leadership that amplify the efficiency and effectiveness of existing contact centers and their support structures. My well-established leadership acumen consistently yields tangible results, including strategic alignment, revenue optimization, cost reduction, and exceptional management of people, technology, and operational processes.As an established leader and mentor whose results routinely demonstrate strategic alignment, increased profitability, and exceptional management of people, technology, and processes, Mr. Lopes boasts more than 20 years of Fortune 500 company success in inbound/outbound contact center management. Mr. Lopes was instrumental in helping IAC Applications launch its first contact center in the Philippines. During the first year of operations, IAC Applications saw a 400% increase in headcount, 94% in CSAT, 92% in customer retention, and 98% in employee retention. Mr. Lopes is well-versed in achieving and exceeding expected customer service metrics in a short period of time.Core competencies include: • Contact Center Transformation• Customer Success Management• Strategic Planning• BPO Operations • Customer Experience Management• Training & Development• Employee Experience Management• Sales Operations