Oversee and monitor the insurance department is following all client guidelines.Oversee the Recon department to address any concerns that may arise with client files.Oversee the Support Services team to ensure that all accounts that need review are reviewed in a timely matter.Work closely with Operations and the client Services team to help minimize any client discrepancies that may arise.Maintain consistent contact with clients to keep them informed of account activity.Maintain effective client relationships by addressing client questions and concerns in a timely manner.Work with the Director, VP and other Arstrat leadership, to address areas of concern, improve efficiencies and ensure account profitability.Maintain professional affiliations and enhance professional growth and development to keep current in the latest trends in medical billing, coding and reimbursement and staff development as needed.Maintains strictest confidentiality.Perform other related work as required.Participate in compliance education and activities.Other duties as assigned

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses defining user requirements productivity, quality, and customer-service standards contributing information and analysis to organizational strategic plans and reviews.Maintains and improves call center operations by monitoring system performance identifying and resolving problems preparing and completing action plans completing system audits and analyses managing system and process improvement and quality assurance programs.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees administering scheduling systems communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.Drive improvements in overall service levels, transactional efficiencies and cost management.Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes, or complete reengineering of processes and systems).Drives continuous improvement through trend reporting analysis and metrics managementOffers new ideas and suggestions for improvement.Identifies and implements new practices and processes that are “best in field". Demonstrates a commitment to customer service anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority. Confers with reporting manager on complex or unusual situations.More information with resume

• Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans• Devised, deployed and monitored processes to boost long-term business success and increase profit levels• Evaluated upcoming program plans to forecast expected resource needs• Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and seven-member management team with related direct reports• Implemented policies and standard operating procedures for continuous improvement• Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate• Conducted performance reviews each month, offering praise and recommendations for improvement• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands• Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks• Established operational objectives and work plans and delegated assignments to subordinate managers• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives• Developed strong relations with company associates, reducing turnover by 8% within 6 months• Reviewed shift reports to understand current numbers and trends in areas such as AHT (Average Handle Time) and Quality %'s• Boosted team performance with enhanced employee evaluation processes• Responded to events, including network outages and issues related to circuits, websites, vendors and telecoms• Built relationships with clients and managed project to drive revenue and profit• Built, supervised and mentored seven teams and leaders in receiving and inbound operations

Handle all Account Receivables and Account Payables•Prepare and update Profit Loss Reports•Bank Reconciliation with copy of Bank Statement•File Sales Tax, Payroll Tax, Terp Tax, and Unemployment Tax monthly and Quarterly•Work with outside Accountant for annual tax preparation•Prepare-- Payroll, Journal entries, Accounts Payable Vouchers, Check Writing, Daily Deposits•Assist in Sales, Rentals, Wholesales, and Parts Sales•Prepare Monthly invoices, and Daily Invoices Christopher A. Lopez resume page 3

Responsible for operating and managing multiple Automotive Buy Here Pay Here Dealerships•Oversees the operation of all departments and maintain high level of integrity in all areas of operations•Hires, trains, and motivate Store Managers and Staff•Oversees daily collection on a day to day basis•Track and Report all budgeted performance objectives (utilizing Quick Books, and Excel)•Interpret and analyze the financial statements continually•Develop and maintain an effective cash management system•Administrate Payroll, payroll taxes, sales taxes, unemployment taxes, quarterly taxes, yearly taxes, etc..•Maintain loss reserves for contingent liabilities and trade receivables

Responsible for meeting customer service metrics, including performance guarantee results.•Responsible for meeting established productivity metrics, such as Average Handle Time (AHT) and first call resolution and quality goals (Area Specific)•Act as a resource for and handles all escalated issues to assist CSAs in reaching performance goals, and appropriately against established quality and production standards.•Partner with peers, both internal and external, to achieve customer service objects.•Utilizes knowledge of Service Center and claims processing environment and workflow to proactively identify and address issues that may affect service levels, consulting senior MSM’s or manager when necessary.•Provides project updates and pertinent reports to appropriate partners/matrix partners )i.e., Member Services Director, Customer Satisfaction AD)•Assists implementation and communication of project ideas/processes within the organization and, when applicable, in partnership with key partners.

Spearhead operations in recovery, quality assurance and confirmation departments. Direct up to 35 staff across the three departments; balance staffing levels and enforce compliance with company policies.•Oversee calls to 58 markets to collect past due 30-90 day residential and commercial accounts. Successfully reduced bad debt rates from 31% to 13%, and closing rates from 14.2% to 3.59%.•Implement incentives for customers to increase retention including free premiums, services and other strategies. Conduct daily quality checks of call center operations, promote excellence in customer service and support, and increased customer retention from 8% to 26%.•Oversee calls to new subscribers to confirm installation schedules, service package orders and payment logistics for all 58 company markets. Increased completion rate from 70% to 83%.•Manage administrative responsibilities including adjustment approvals, check requests, refunds, job applications, agent performance evaluations, salary reviews, corrective actions, terminations and call center quarterly action plans.•Produce and analyze system reports, and advise senior executives of progress toward company goals. Design and institute programs to improve problem areas and facilitate call center success.•Orchestrate staffing levels to meet daily call volume, ensure quality of information provided to subscribers, and develop and coach staff to ensure compliance with company objectives.Christopher A Lopez resume_______________________________________________________________page 4

Managed 28 staff, instituted administrative policies and processes, and implemented staff training programs. Directed equipment retrieval, aged summary report depreciation, final notice warnings on promises to pay, and collection of insufficient check fund functions.•Supervised and reported all activities related to disconnects, sales reporting, installation report review/analysis, accounts payable and receivable, and open work order and service call reports.

Assisted with management functions, customer relations and grievance procedures. Batch processed various accounting and account balancing data.

Coordinated and documented work orders and service calls. Confirmed appointments, performed computer data entry, tracked service order completions, and activated customer converters.

Fielded customer complaints and resolved issues for multiple store locations. Supervised staff, monitored call center operations, and processed invoices, deposits and orders.•Coordinated billing and collection of bulk customer orders. Handled data entry, accounts payable, inventory and time sheets. Processed administrative documents.

Managed staff and stores, and directed customer relationships. Handled cash, filled in as cook, closed the store, computer entered data, and processed payroll and time sheets.

Supervised employees and managed accounts payable, payroll, time sheets and related business functions.•Opened and closed the store, fielded/resolved customer complaints, and performed computer data entry.