MICHAEL LOPEZ

*** **** **., ************, **. ***36 H: 443-***-**** C: 443-***-**** ac4ady@r.postjobfree.com PROFESSIONAL SUMMARY

Dependable Customer Service Supervisor bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills. Tech-savvy and versed in all aspects of customer service from recruiting to talent acquisition, as well as process creation and improvement. SKILLS

Superior organizational skills Process improvement specialist Great Team building Exceptional interpersonal communication HIPAA compliance Medical devices

Strong problem solving aptitude Accounts Receivable Adheres to customer service procedures Sales Operations WORK HISTORY

Credit Specialist, 06/2017 to 11/2017

J.D. Byrider – Randallstown, MD

Gave a presentation on what the company offered and what to expect during the car purchasing process. Educated customers on what required information to bring in to dealership to ensure a seamless process. Assisted with test drives of available vehicles to ensure customer satisfaction Made follow calls once customer purchased a vehicle and also for potential referrals. Managed and recorded all leads from outbound telephone marketing. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.

Call Center Manager, 11/2015 to 01/2017

NovaSom, Inc. – Glen Burnie, MD

Devised and published metrics to measure the organization's success in delivering world class customer service.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service Goals.

Facilitated inter-departmental communication to effectively provide customer support. Fostered an environment which encouraged continual process improvements. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals by maintaining up-to-date knowledge of product and service changes. Practice Support Specialist, 10/2014 to 11/2015

NovaSom, Inc. – Glen Burnie, MD

Serve as a key member of the Sales Team providing a well adept knowledge of managing sales activities and account management.

Perform specialized task as an inside sales person working closely with our outside sales Territory Managers (TMs).

Identify qualified accounts that were handed off to manage, grow, and guide them through the process of ordering AccuSom Home Sleep Tests (HSTs).

30% Travel in role requiring the ability to communicate effectively with Physicians and explain the importance of Home Sleep testing for Obstructive Sleep Apnea. Responsible for increasing completed test from newly ordering physicians by provide marketing and Patient information material within assigned territory.

Senior Patient Care Rep, 05/2014 to 10/2014

NovaSom, Inc. – Glen Burnie, MD

The Patient Care Representative performs duties to support patients from order delivery to test completion and through the return process.

Ensured timeliness of order entry, resolution of missing information, verification of plan eligibility and coverage, patient scheduling, education and follow up to support completion of testing and return of units all within established goals set for the company.

Required as a lead Representative to utilize the ability to resolve and escalated patient concerns including but not limited to Insurance coding, billing and submissions concerns. Expert in assisting with escalated calls and providing the best resolution to resolve customer issues with expediency.

Responsible for maintaining patient and physician accounts with utilization of Salesforce, Emdeon, Navinet, and Availity for benefit verification and authorization. Customer Service Representative, 08/2012 to 05/2014 Toyota Financial Services – Owings Mills, MD

Answer inbound calls from customers, dealers, or third parties. Give customers accurate information that is needed for MVA services. Provide customers with payoff information.

Help customers obtain their lien release and title. Offer payment options such deferrals, extensions, auto deductions. Document customers’ accounts with updates and useful information. Senior Patient Care Representative, 04/2010 to 02/2012 NovaSom, Inc. – Glen Burnie, MD

Task with completing special projects as assigned by the Supervisor including proving cross-training and back up support for customer service managers on the weekends. Assisted patients with Home Sleep Test process from beginning to end including verifying insurance coverage, scheduling for delivery and return with UPS, and providing education on how to properly setup equipment for testing.

Made follow up calls to patients to ensure positive progress on completion of the Home Sleep Test. Assisted with the overhaul and transition and conversion from Meditrac to Salesforce. Provided assistance to external territory sales team to complete task or provide assistance to practice locations.

Satellite Technician, 12/2009 to 03/2010

Directv Home Services – Halethorpe, Md

Performed site survey and evaluation of property to provide expertise in the installation and location of the dish.

Performed necessary installation of internal wiring and receivers while ensuring that all placement was up to code and properly grounded.

Educated customer on the proper use of equipment and follow up information, including the name and phone number for future reference contacts.

Contacted new and existing customers to discuss their needs, and to explain how these needs could be met by specific products and services.

Developed highly motivated and empathetic client relationships and earned a reputation for exceeding service standard goals.

Wire Installer, 02/1990 to 05/2002

Army Reserves – Frederick, MD

Instructed soldiers on day-to-day missions using necessary equipment to troubleshoot faulty equipment continuously on call to ensure proper maintenance of equipment Installed and pulled Cat 5 and splicing 500 pair cable. Identified and resolved equipment shortages.

EDUCATION

Associate of Arts:

Essex Community College -

Mass Communication

ADDITIONAL INFORMATION

ACHIEVEMENTS 2015 Presidents Club winner at NovaSom Incorporated. 2014 Employee of the month for October.