George Lopez Email and Phone Number

Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for KPI (i.e. Quality and Production); Ensuring accuracy and compliance with internal/external policies; Allocate work assignments to ensure daily receipts are processed in accordance with Service Level Agreements (SLAs) based on order of receipt; Review work load to identify gaps in processes and/or inefficiencies; Incorporate applicable workflows and business rules. Perform appropriate data analysis and reporting.Key Duties• Ensure accurate processing of claims as well as managing overall Professional Claims inventory level.• Investigate and resolve complex claims issues • Provide coaching/mentoring to employees. • Responsible for overseeing implementation of new policies and procedures.• Participate/Oversee in interdepartmental projects (i.e. Reporting for the NJ Department of Banking and Insurance; Review process for the Executive Complaints and Appeals team)• Ensure accurate processing of eTime and make corrections as needed (system utilized: ADP/Workday)• Determine appropriate compensation levels for Direct Reports.

Assist in the daily management of staff and inventory to ensure delivery of exceptional customer service; Allocate work assignments to ensure daily receipts are processed in accordance with Service Level Agreements (SLAs) based on order of receipt; Review work load to identify gaps in processes and/or inefficiencies; Review agent quality scorecards and modify as necessary; Perform and complete reports in timely manner; Perform other tasks as required by management as well as senior leadership.Key Duties:• Incorporate applicable workflows and business rules. Perform appropriate data analysis and reporting.• Possess ownership of database system(s): must be comfortable obtaining data and being able to speak to the results of analysis (systems issues: Tableau, UCSW, Verint, Call Recorder, NASCO, Lotus Notes).• Comfortable with pulling data from multiple systems in order to complete reports.• Perform on-demand data analysis for management.• Update and maintain library of stored database information. • Analyze data to identify any shortcomings or to improve a workflow or procedure. • Assist Team Leaders in fostering a positive working environment which includes: coaching the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies.

Complete ongoing systems, business-specific and soft-skill training requirements; Perform various roles within call center operations, claims processing, customer billing and benefits enrollment, etc.; Perform gap and root cause analysis; Make recommendations on process changes.Key Duties:• Build internal and external relationships with peers, management, customers and vendors.• Trend, track and analyze data.• Maintain database management systems.• Obtain high-level understanding of specific departmental functions and identify areas for process improvement.• Manage claim, correspondence, enrollment and other inventories. • Manage staff resources and work in a Call Center environment.• Assist with staff management; complete other collaborative projects as assigned by management.

Operated under minimal supervision; Filed paperwork; Handled confidential material; Managed data entry; Copying, Printing; Handled University-wide paperwork; Provided accurate information to professors and students; Supervised Federal Work-Study (FWS) students; Maintained responsibility for creating schedule for employees, Compiled data for monthly reporting, Processed and verified timesheets.Key Duties:• Interpreted and analyzed policies to ensure they were implemented effectively.• Responded to large number of complex customer service inquiries.• Provided interviews and on-the-job training to employees.

Inputted large amount of confidential data into databases; Assisted in collecting and compiling data needed for special projects, programs, activities for the school and Federal database; Participated in staff meetings to discuss student progress and evaluations with staff; Assisted with filing during peak application and admission season; Noticed trends about data and bringing consequent analysis to program director; Maintained accurate records concerning program activities and student contacts.Key Duties:• Collected and analyzed program data and prepare the Annual Performance Report for the United States Department of Education.• Updated and maintained database systems (i.e. Compansol Blumen, EngradePro, One Call Now).