Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maricela Lopez

Phoenix

Summary

Results-driven leader with extensive experience in enrollment operations, records processing, and team leadership within an educational environment. Proven ability to mentor teams, improve workflows, drive enrollment growth, and manage escalations with professionalism and empathy. Seeking an advanced leadership role where operational expertise and people-first leadership can deliver sustained results.

Overview

17
17
years of professional experience

Work History

Advisor Lead

Learning Network
Mesa, AZ
10.2025 - Current
  • Lead and mentor NAA and Records Processing teams (11 advisors), providing daily guidance, coaching, and performance support
  • Work side-by-side with advisors to model best practices and ensure consistent execution of workflows
  • Handle escalation calls, ensuring timely resolution and positive family experiences
  • Support Spanish queue calls, improving access and service for Spanish-speaking families
  • Contributed to a 3.5% increase in enrollment, achieving the highest monthly conversion rate to date
  • Deliver ongoing training, refreshers, and updates to ensure team alignment and compliance
  • Coach advisors on errors and process improvements to reduce repeat issues
  • Facilitate NAA team meetings and performance discussions
  • Supported the team in January with 110 conversions per day for five consecutive days
  • Conduct audits and NAA chasing during staffing shortages to maintain productivity and timelines
  • Reviewed, updated, and standardized SOPs to improve process clarity, compliance, and team efficiency.

Senior Advisor

Learning Network
Mesa, AZ
07.2024 - 10.2025
  • Oversaw and mentored a team of 7 NAA advisors, supporting professional growth and performance
  • Assisted with Spanish queue calls to support diverse family needs
  • Trained new advisors on NAA processes, expectations, and systems
  • Led team coaching sessions and provided real-time feedback
  • Facilitated NAA meetings to communicate updates and reinforce workflows
  • Assisted in developing and implementing Choice Transfer workflows
  • Met or exceeded all NAA targets and outbound cadence goals for 26 consecutive weeks
  • Implemented workflow improvements that increased team efficiency by 18%
  • Fostered a supportive team culture by creating a safe space for questions and open communication
  • Supported audits and NAA chasing as needed
  • Reviewed, updated, and standardized SOPs to improve process clarity, compliance, and team efficiency.
  • Coordinated and submitted Choice Transfer requests and proactively contacted school districts to follow up on pending Choice Transfer approvals.

Advisor

Learning Network
Mesa, AZ
07.2022 - 07.2024
  • Conducted enrollment and outreach calls with prospective families
  • Assisted with Freshdesk ticketing and case management
  • Assisted with Spanish queue calls to support diverse family needs
  • Completed NAA audits and chasing to ensure application completion
  • Supported state testing coordination and student graduation processes

Customer Service Lead

Mountain Park Health Center
Phoenix, AZ
02.2017 - 04.2019
  • Scheduled and confirmed patient appointments while delivering high-quality customer service
  • Verified insurance eligibility, benefits, and coverage
  • Ensured strict HIPAA compliance
  • Completed clinic documentation per policies and procedures
  • Managed incoming calls, EHR tasks, and workflow queues
  • Served as backup to the Medical Assistant Lead
  • Created weekly staff schedules and trained new employees

ECW Champion User

Mountain Park Health Center
Phoenix, AZ
08.2014 - 02.2017
  • Attended monthly system meetings and communicated updates to staff
  • Supported coworkers with new workflows and troubleshooting ECW issues
  • Collaborated closely with providers to improve system utilization

Medical Assistant

Mountain Park Health Center
Phoenix, AZ
03.2010 - 02.2017
  • Took patient vitals and conducted intake interviews
  • Documented injections and immunizations
  • Assisted providers with procedures including colposcopies, IUDs, Nexplanon, and cryotherapy
  • Coordinated insurance prior authorizations
  • Scheduled appointments, inductions, and C-sections
  • Assisted MA Leads with triage, faxes, follow-ups, and FMLA paperwork
  • Trained new employees

Nursing Assistant

Carl T. Hayden VAMC
Phoenix, AZ
09.2008 - 12.2009
  • Recorded patient vitals and prepared treatment rooms
  • Obtained routine and stat specimens
  • Transported patients and assisted with wound care
  • Maintained infection control and safety standards

Education

Medical Assistant Diploma -

Maricopa Skill Center
Phoenix, AZ
01.2007

High school diploma - undefined

North High School
Phoenix, AZ
01.2003

Skills

  • Analytical thinking
  • Time management
  • Critical thinking
  • Written communication
  • Training and mentoring
  • Teamwork and collaboration
  • Attention to detail
  • Computer and Microsoft office skills
  • Spanish speaking

Timeline

Advisor Lead

Learning Network
10.2025 - Current

Senior Advisor

Learning Network
07.2024 - 10.2025

Advisor

Learning Network
07.2022 - 07.2024

Customer Service Lead

Mountain Park Health Center
02.2017 - 04.2019

ECW Champion User

Mountain Park Health Center
08.2014 - 02.2017

Medical Assistant

Mountain Park Health Center
03.2010 - 02.2017

Nursing Assistant

Carl T. Hayden VAMC
09.2008 - 12.2009

High school diploma - undefined

North High School

Medical Assistant Diploma -

Maricopa Skill Center

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Maricela Lopez