Walace Lopes Email & Phone Number

Apopka, Fl, Us

Orlando, Florida, United States

Campbell, California, United States

•Managing partnerships with carriers, mobile operators, and SMS aggregator partners.•Provided in-depth market insights, competitive analysis, and updates on industry regulations and trends.•Collaborated with the sales team to identify business opportunities and develop new, competitive destinations and features.•Monitored and analyzed traffic and business performance, implementing proactive strategies for optimization.•Contributed to articles and played a key role in creating processes for A2P (Application-to-Person) messaging.•Developed reports to track SMS registration progress and deployment status.•Managing internal communication channels to address SMS-related inquiries efficiently.•Led the registration appeal and vetting process to ensure compliance and accuracy.•Conducted staff training to enhance team knowledge and streamline support for SMS cases.•Partnered with the Product team to refine processes and implement necessary feature updates.•Proactively communicated organizational updates, regulatory changes, and industry trends to whole organization •Engaged with thousands of customers to provide tailored solutions and resolve SMS registration queries.

Greater Boston Area

• Provided technical issue resolution and customer support via e-mail, phone, and meetings for Fuze applications• Troubleshoot, replicate, and investigate application (Windows/macOS, iOS/Android), network, SSO (SAML and Oauth), and end-user issues • Documented and escalated more complex issues to higher level technical teams• Managed multiple issues in parallel, taking responsibility for meeting SLA and resolving technical issues which resulted in superior customer satisfaction and promotion to Escalation Engineer• Generate and track numerous user feature requests, incidents, enhancements, and bugs in JIRA that provided vital feedback to Product Management and Development teams to achieve case escalation goals and ultimately an enriched product.• Actively contribute to our customer facing knowledge base with procedural instructions providing our customers self-service element.• Prioritize and manage up to 100 open issues, taking responsibility for meeting SLA of 12 hours and under• Obtain the necessary knowledge and skills to become progressively proficient with multiple Fuze products that allows minimum Case to Close time resolution and an increase in productivity for the organization.• Assist clients with functional testing via support cases, screen-share sessions, live demos, calls/chats, and community posts which resulted in superior customer satisfaction. • Ability to generate and read reports/data via Splunk and Elastic• Great understanting of VOIP, SIP, DHCP, Layer 2, Layer 3 IP Routing and TLS• Proficient with Polycom, Yealinks and Audio Code devices• Knowledge on how to create call flows/call routing• Proficient with Salesforce and Slack

• Create and update patient records and orders • Process Prior Authorizations - request, track, log• Ensure accounts and orders are built accurately and meet insurance criteria• Bill insurances and patients• Update laws and regulations regarding HealthCare• Keep track of MA hospitals accounts and product inventory • Operate Shoretel phone system, and HelloFax • CPAP qualifier• Proficient in CITRIX, Meditech, Epic and Brightree

• Data entry, Sales, Schedule appointments • Create leads, Customer service, Write reports• Marketing products • Proficient in Sales Force, Workday and GoToMeeting (software)

New Bedford

• Train new employees on proper policies and procedures• Count all inventory and report to General Manager about low level items• Market business to local community via flyer distribution• Manage 3 team members and delegate tasks as needed