Bryan Lopez
Houston,TX
Summary
Insurance-focused Customer Service Professional with hands-on experience supporting regulated healthcare members in high-volume, compliance-driven call environments. Proven ability to explain insurance benefits clearly, follow strict QA standards, and build trust with customers through empathy and accuracy. Currently completing Life Insurance coursework via ExamFX and seeking a remote insurance agent role with paid licensing and long-term growth opportunities.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
TTEC - UHC DSNP
2025 - Current
- Handle high-volume inbound calls from UnitedHealthcare Community & State Dual-Eligible members regarding benefits, eligibility, providers, and prior authorizations.
- Navigate multiple healthcare and insurance systems simultaneously while maintaining strict compliance and data accuracy.
- Clearly explain coverage details, plan rules, and next steps to members with diverse needs and health literacy levels.
- Maintain strong QA, reliability, and performance metrics in a fully remote environment.
- Demonstrate professionalism, patience, and empathy in sensitive, regulated insurance conversations.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized feedback data to identify areas of improvement, contributing to enhanced service delivery strategies.
Customer Support Representative
Foundever – LegalZoom
2023 - 2024
- Supported customers with legal service products, billing inquiries, and account navigation via phone and digital channels.
- Explained complex service options in simple, easy-to-understand language.
- Documented interactions accurately in CRM systems to ensure compliance and follow-up.
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Collaborated with team members to enhance support processes and improve service delivery.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Utilized CRM software to track interactions and manage customer accounts effectively.
- Assisted customers with inquiries, providing accurate information about products and services.
Crew Member
Chipotle
2021 - 2023
- Delivered exceptional customer service in fast-paced environment.
- Operated kitchen equipment efficiently to prepare food items.
- Maintained cleanliness and organization of workstations consistently.
- Assisted in training new crew members on operational procedures.
- Contributed to inventory management through proper stock rotation techniques.
- Assisted other team members to achieve goals.
- Collaborated with fellow crew members for seamless shift transitions, ensuring smooth operations throughout the day.
Crew Member
McDonald's
2018 - 2020
- Collaborated with team to ensure timely order fulfillment during peak hours.
- Implemented best practices for food safety and hygiene compliance.
- Contributed to inventory management through proper stock rotation techniques.
- Enhanced overall guest experience by providing knowledge of menu items.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
Education
High School Diploma -
Liberty High School
Liberty, TX01-2018
Skills
- Insurance & Benefits Education
- Call Handling & Member Support
- Compliance & QA Standards
- Active Listening & Empathy
- Objection Handling
- CRM & Case Documentation
- Remote Work Discipline
- High-Volume Call Environments
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
TTEC - UHC DSNP
2025 - Current
Customer Support Representative
Foundever – LegalZoom
2023 - 2024
Crew Member
Chipotle
2021 - 2023
Crew Member
McDonald's
2018 - 2020
High School Diploma -
Liberty High School