Jorge Lopez-Garcia
Rochester,New York
Summary
Dedicated and results-oriented professional with over [10] years of experience in customer service. Proven ability to lead teams, enhance customer satisfaction, and streamline operations. Seeking a challenging management role to leverage my skills in problem-solving, team leadership, and customer relations to drive organizational success and deliver exceptional service experiences.
Overview
10
10
years of professional experience
Work History
Customer Service- 3 Years
Marshalls
Henrietta, NY
09.2014 - 09.2016
- Load and unload merchandise, customer service (answering phone calls and clients’ inquiries), cashier, stocker, trainer of new employees.
- Assisted on audits and pricing.
Customer Service Agent(CSS3) - 3 Years
Maximus
Rochester, NY
10.2018 - 07.2023
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols
- Processed new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans
- Processed life event changes, demographic updates, dis-enrollment requests, and special enrollment periods as requested.
Sr Admin-Appeals/Account Review Unit(ARU)- 3 Years
Maximus
Rochester, NY
10.2018 - 07.2023
- Files IDR’s (Informal Dispute Resolutions) for the consumer in which the individual determines whether an appeal is needed or not
- Files appeals and explain what an appeal would do for them
- Also advise consumer of appeal hearing date and time
- Submits incidents, or process tickets for (NESD) New Enrollment Start Date request or Backdate request
- Continuously inform consumers of any appeal updates such as approvals and denials.
Video Production Manager- 4 Years
Flower City Production’s
Rochester, NY
01.2020 - Current
- Maintain or improve product yield and standards
- Reviews contracts and make schedules
- Manages safety, quality, delivery, and cost to meet goals
- Address product and process nonconformance issues
- Supervise shift work quality
- Ensure operational readiness and safety of equipment
- Lead employee teams in improvement initiatives
- Review bills of material and shop orders for accuracy and optimize personnel use in production.
Facilitated Enroller (FE) - 9 Months
Molina Healthcare
Rochester, NY
08.2023 - 04.2024
- Facilitated Enroller (FE’s) help applicants complete applications and enroll in programs
- Their responsibilities may include: Helps applicants complete applications, collect documents, and copy or record information from documents that verify eligibility
- Determine which program is appropriate for the applicant's family
- Conducts face-to-face interviews if the local district delegates this responsibility to the FE
- Educates people who are disabled, legally blind, or aged about health insurance options
- Identifies and conducts outreach activities to educate specific populations
- Also in charge of public events doing outreach
- Reviews income documents like payroll stubs and taxes, and checking eligibility in systems like Epaces and NY State of Health.
Education
Undergraduate Associates Degree - Computer and Information Science, Geospatial Information System and Technology
Monroe Community College
Rochester, NYSkills
- Bilingual (English an Spanish fluent)
- Knows HIPPA
- Able to lift heavy objects
- Efficient problem solver
- Team player
- OSHA 30-hour Safety and Health course- (Licensed)
- PowerPoint experience
- Concur experience
- Teams experience
- Excel App experience
- Microsoft Word experience
- Has maintenance and construction experience
- Factory Experience
Timeline
Facilitated Enroller (FE) - 9 Months
Molina Healthcare
08.2023 - 04.2024
Video Production Manager- 4 Years
Flower City Production’s
01.2020 - Current
Customer Service Agent(CSS3) - 3 Years
Maximus
10.2018 - 07.2023
Sr Admin-Appeals/Account Review Unit(ARU)- 3 Years
Maximus
10.2018 - 07.2023
Customer Service- 3 Years
Marshalls
09.2014 - 09.2016
Undergraduate Associates Degree - Computer and Information Science, Geospatial Information System and Technology
Monroe Community College