Mark Lopez Email & Phone Number

Westlake Village, California

Accomplished business professional with proven success in an IT environment. Works effectively together as a project lead with Project Managers, Systems Engineers, and Leadership on various process improvement initiatives. Collaborates effectively with various teams to innovate new ideas and concepts to streamline and improve business processes. Works as a conduit between end users and product development to convey pain points, prioritize fixes, and innovate long term solutions. Conduct various training sessions both in one on one environment and in a class setting for Mobile Banking concepts and enhancements. Experienced in both web and mobile online banking applications. Excellent written and verbal communication skills with experience in creating standard operating procedure documentation and product workflows. Communicates effectively across third party vendors, offshore support, relationship managers, leadership, and financial institutions. Specialties: Developing Standard Processes and TrainingProcess Improvement and Product DevelopmentQuality Assurance and CoachingEscalation ResolutionDriving InnovationCustomer Service

Woodland Hills, California

Exceptional record of success in management of IT and business strategy design, development, and improvement initiatives. Consistent history of enabling multi-million dollar revenue and profitability growth through the delivery of strategic plans that streamline workflow, reduce costs, foster innovation, and support product development. Excelled at creating plans for process improvement, strategic roadmaps, and business analysis. Skilled at managing transformational change relating to mergers and acquisitions, new technology, and implementations. Excellent interpersonal skills and experience in building and leading top- performing teams. Core attributes:Experience in software implementation and web portal launchesStrong analytical and problem- solving skills along with the ability to anticipate and manage change effectivelyAbility to multi-task and lead complex projects with exceptional focus and follow- through Full systems development life- cycle experience from requirements gathering through design, testing and deploymentKnown for working well with cross- functional team to achieve on- time project completion

Woodland Hills, California

Developed specifications and business requirements documentation for various projects surrounding pricing and system enhancements. Worked with Product on underwriting rule revision changes while on the “Go Business” team to maximize profits and mitigate company risk. Implemented various changes focused on increasing pass through on new small business renewals, and improving underwriting tools for retention on large revenue generating risks. I completed numerous decks for Leadership presentations while conducting meetings between Product, IT, and systems engineers to get changes implemented. Provided Release shake- out assistance and completed QA testing to guarantee successful migrations. Developed training materials and both internal and external communications surrounding Business Insurance enhancements and fixes.Conducted live product demonstrations for Agents, Business Analysts, and other Executive Leadership to get buy in and backing for product improvements. Communications, Process Improvement, and Defect Management were very heavily focused upon. Heavy usage of Microsoft Visio, Microsoft Word, Microsoft Powerpoint, and Microsoft Excel. Heavy Business analytics (vlookup, macros, formulas, etc.) tools and databases used.

Woodland Hills, California

Determined policy premiums up to $150,000.00Agent relations and customer service skills. Specialized in Commercial Fleet Auto, and large Habitational risks. Business policies and Restaurants coverages were also handled and underwritten. Underwrote both new business and renewals. Completed total loss evaluations and probable maximum loss evaluations. Educated and trained newer agents on acceptable risks along with new employees. I was the Team Lead and handled the "second look" risks for my team along with delegating renewal work flow. Services provided across 8 different districts and served over 230 agents. Heavy usage of Microsoft Word, Excel, and PowerPoint. Process improvement and systems enhancements were also handled.

Chatsworth, California

Account management, delegated workflow for the department, underwrote merchant applications, chargeback analysis and settlements, fraud detection and training, agent relations, trend analysis, customer service with escalated risk and fraud issues, and handled department analytics for management.

Calabasas, California

Monitor a daily risk queue for parameter violations and suspicious activity. Handled account closures. Heavy inbound and outbound calls. Educate merchants on processing guidelines and security measures. Analyze credit and other financial information to audit large transactions. Divert funds and conduct evaluations on merchant accounts that pose a risk to the organization. Handled chargeback verifications and settlementsFraud detection

Northridge, California

Mobile auto claims processor from the opening contact until the payout of the claim. Determined liability. Appraised vehicle damages. Negotiated repair estimates with body shops. Negotiated vehicle values. Prepared necessary DMV paperwork. Completed total loss evaluations. Issued payments to body shops and clients. Handled high dollar sub- demand claims. Uploaded repair estimates and photos to depict damages. Heavy usage of negotiation skills and customer service.

Bachelor Of Science, Business Management

Associates Degree, Liberal Studies