Melvin Lee Lorenz
Tulsa,OK
Summary
Customer care professional with a strong background in high-volume inbound support, Medicare enrollment assistance, and pharmacy-related services. Known for managing complex customer needs, transferring calls to licensed agents, and handling sales, claims, and technical issues with accuracy and professionalism.
Overview
21
21
years of professional experience
Work History
Customer Care Agent
Insider Response (Select Quote)
10.2020 - 11.2025
- Handled over 80 inbound calls daily for the 2020 Medicare AEP campaign, effectively managing high call volume by utilizing customer support software.
- Transferred 50 inbound customers daily to licensed agents for Medicare benefits review, ensuring seamless customer experience.
- Provided customer service for Select Rx, a national mail-order pharmacy, handling 50+ inquiries daily while utilizing knowledge as a licensed pharmacy technician.
- Acquired 100+ new customers and processed pharmaceutical scripts from doctors and pharmacies, achieving a 15% increase in enrollment rate within 1 year.
- Assisted with company-wide promotions for the Legendary Peers Program during the Annual Enrollment Program, facilitating 10+ in-house events with prizes including gift cards and a 40" HD Vizio TV, boosting employee participation by 30%.
- Worked from home to support customer service operations.
Customer Care Agent
CX Loyalty
05.2017 - 08.2020
- Converted customer-earned points for 50+ transactions monthly into airline, hotel, and car rentals, improving satisfaction with travel experiences.
- Collaborated with leading credit card companies to assist customers with travel planning, ensuring seamless arrangements for airfare, hotel reservations, and global transportation needs.
- Maintained high levels of productivity and teamwork while working from home.
3rd Party Verification Agent
Data Exchange Inc
Tulsa, OK
10.2015 - 03.2017
- Verified enrollment for 50+ new customers weekly, confirming service terms on a recorded line to maintain compliance with company policies.
- Confirmed identity information using company verification procedures.
- Managed 40+ daily inbound calls from new customers for 60+ gas and electric utility companies, providing timely assistance and information.
- Verified client records for Data Exchange Inc against source documents.
- Reviewed account details for accuracy across Data Exchange Inc systems.
Pharmacy Cashier and front line assistant
Walgreens
Tulsa, OK
11.2014 - 08.2015
- Processed 50 new prescriptions daily for walk-in and drive-thru customers using pharmacy management software, ensuring accuracy and timely fulfillment.
- Assisted the pharmacist by addressing 20+ customer inquiries daily, processing payments efficiently, and managing the retrieval of filled prescriptions to ensure timely service.
- Answered 50 calls daily on a multi-line phone system, capturing customer information and processing refill orders to support efficient pharmacy operations.
- Collaborated with insurance companies to troubleshoot compliance and coverage issues, using data analysis tools to secure competitive pricing options for clients.
Claims Intake Specialist
American Express
Tulsa, OK
11.2012 - 09.2013
- Coordinated processing of 100+ claims for damage, theft, and loss to licensed claim adjusters, ensuring compliance with deadlines.
- Escalated probable fraud claims to Amex corporate for investigation, contributing to fraud prevention efforts.
- Managed 40 inbound calls daily from American Express cardholders, providing support for retail and travel-related services through CRM systems.
Customer Service Representative
DirecTV
Tulsa, OK
05.2010 - 10.2012
- Opened 150 new accounts and enhanced customer satisfaction by implementing retention strategies, reducing bills for 30 customers and offering free equipment updates.
- Assisted DIRECTV customers with billing, account, and service questions.
- Resolved account issues using order, payment, and service records.
- Explained programming, equipment, and installation options to customers.
- Provided technical support for home satellite TV customers by troubleshooting signal loss and electronic issues, guided 30+ customers daily to successful resolutions.
Customer Service Representative / Dispatch Supervisor
ADS
Tulsa, OK
05.2005 - 05.2010
- Supervised 15 support staff, coordinated 7-day operation shifts covering 12-18 hours daily to enhance response times and elevate customer service.
- Provided field tech support to 80+ technicians across 5 states, facilitating timely resolutions and maintaining consistent communication.
- Developed comprehensive training manual for 50+ new hire agents and annual refresher sessions, streamlining the training process.
Education
Pharmacy Technician Program - Pharmacology
Platte College
Tulsa, OK09-2020
Skills
- Customer support software
- High call volume management
- Computer literate w/approx 30-35 WPM, proficient with Word, Excel, and PowerPoint
- Disaster relief coordination
- USAF honorably discharged military veteran, 1985-1992
- CPR certified for both youth and adults
- A certified cartographer (ie, map maker)
Personal Information
Title: Customer Support
Timeline
Customer Care Agent
Insider Response (Select Quote)
10.2020 - 11.2025
Customer Care Agent
CX Loyalty
05.2017 - 08.2020
3rd Party Verification Agent
Data Exchange Inc
10.2015 - 03.2017
Pharmacy Cashier and front line assistant
Walgreens
11.2014 - 08.2015
Claims Intake Specialist
American Express
11.2012 - 09.2013
Customer Service Representative
DirecTV
05.2010 - 10.2012
Customer Service Representative / Dispatch Supervisor
ADS
05.2005 - 05.2010
Pharmacy Technician Program - Pharmacology
Platte College