Gabriel Lopez

**** ******* **** ***********, ** *2317

850-***-****

Objective

To provide a public service while utilizing my education, experience, and knowledge base in contract law, managed health care, and customer service.

Certifications/Licensure/Education

EVOC - Emergency Vehicle Operator Certificate. (1998)

Daytona Beach Community College, Florida.

EMT- Emergency Medical Technician. (1997) DBCC Florida.

State of Florida Fire Fighter Certification. (1997) Fire College, Florida.

High School Diploma. (1982)

Loyola Institute, Managua, Nicaragua.

Accounting Degree. (Two years) (1978)

Polytechnic Academy, Managua, Nicaragua.

Clerical Degree. (Two years) (1976)

Polytechnic Academy, Managua, Nicaragua.

The National University of Engineering. (Two years) (1982-1984) University of Central America.

Experience

FBMC Benefits Management Direct Bill Analyst (2007 – 2023)

Provide accurate and correct information to our clients' employee accounts for MFSA, Commuter Transportation Benefits, Cobra, and Retiree accounts.

Write and update all employee’s inbound and outbound calls in the different FBMC systems.

Promoted to the position of Senior Retiree Specialist. I review accounts for enrollment history, billing, and payment transactions. Making sure accounts were correctly set up.

Ensure that member accounts are correctly set up in the system for premium deductions via AutoPay.

Submit the authorization forms from the members to the Pension Authority Agencies on a predetermined schedule.

Perform a full audit to ensure all members will have their monthly premium deductions processed correctly and in a timely manner.

Reconcile member accounts. If the account is past due, deduct additional funds in accordance with client business rules. If the account is overpaid, offset the credit from the current month’s premium.

Take appropriate actions on the payment kick-out reports on a monthly basis.

Florida Restaurant and Lodging Association (2003-2006) CSR Education & Training Specialist

Provide Clear, complete, and objective information based on a full understanding of clients, with the Food Manager Certification Exam and option.

Enter employee list into the system after being trained with the Safety Food Program, follow up on p client’s concern with correspondence files update.

Meet and exceed daily standards for a call answered record entered Accuracy Customer Service Quality.

Affiliated Communication Services. (ACS) Tallahassee, Florida. (1999-2003) Enrollment Specialist:

Provided clear, accurate, and objective information based on a full understanding of clients, plans, requirements, and options.

Created enrollment and plan change into the system, and interpreted different cases that Medicaid offered.

Acted as a mentor for new hires trainees, provided one-on-one training, and participated in various activities.

Interpreted different cases, based on the information obtained from using the Florida system.

Lockheed Martin IMS and PRWT. Tallahassee, Florida. (1997-1998) Child Support Specialist:

Responsible for initiating and presenting information about Child Support Services for different counties in the state of Florida.

Completed applications and forms by phone and provided daily information on Child Support cases.

Comcast. Tallahassee, Florida. (1995-1997) Customer Service Specialist:

Responsible for taking calls from customers who wished to obtain cable service and/or requested cable repairs.

Called and offered (Sold) to customers the various services offered by the Comcast Cable Company. Trained and oriented new hires in the use of Comcast Computer System.

Palm Coast Fire Department. Palm Coast, Florida. (1994-1995

Volunteer Firefighter and Member of the Executive Committee:

Responded to fire and trauma calls in St. John and Flagler counties and assisted doctors and nurses in the emergency room with patients.

Input information into a system daily, regarding fire and trauma calls, and provided reports of the calls received to Representatives located at City Hall. Did public presentations and informed citizens of ways to prevent fires.

Languages

Spanish and English

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