Andy Lopez
Phoenix
Summary
Results-driven Trainer with over 5 years of expertise in management and classroom training across various Medicare and Marketplace lines of business. Successfully conducted 10-15 comprehensive classes annually, achieving an impressive 95% passing rate. Proven adaptability and relationship-building skills foster a positive learning environment while maintaining high-quality content delivery. Aiming to leverage training proficiency to enhance organizational performance in future roles.
Overview
8
8
years of professional experience
Work History
Trainer
Maximus Inc.
11.2021 - Current
- Effectively delivered complete and understandable training content required for full program knowledge, such as systems training, compliance training, and complete informational job aids and material
- Facilitated new hire and up-trainings between 15-30 employees at a high productive level, while maintaining control of classroom environment, including virtual setting
- Coordinated logistics for instruction events, including scheduling, reserving, and prepping of classrooms
- Coordinated and administered practical exams, and maintained data records of attendance, training activities, and program effectiveness
- Partnered with contact center supervisors, managers, and training team to drive performance and quality of service
Auto Claims Representative
State Farm
07.2019 - 03.2021
- Provided excellent customer service in a fast paced, call center environment by educating, and supporting claim needs
- Conducted thorough investigations with insured, claimants, and witnesses by gathering relevant information and supporting documentation
- Reviewed and analyzed claims to determine coverage and assessed liability
- Coordinated and facilitated car rentals and body shop services for in-network and out-networks shops
- Maintained records and provided timely reports with documentation to necessary parties
Card Service Representative
PSCU
07.2018 - 06.2019
- Promptly identified and resolved account issues, while following appropriate procedures and protocols
- Completed financial inquiries effectively, such as transactions and payments for members in a positively impactful manner
- Maintained appropriate card status and reporting for member convenience, as well as keeping records of any interactions
- Reviewed member accounts for fraud detection and prevention
- Managed escalated calls and follow-ups in relation to any fraud or breach of security
Mortgage Loan Officer
Quicken Loans
11.2016 - 03.2018
- Built rapport and consulted with clients about current and future needs for achieving financial goals
- Educated and advised clients on the home buying process and how to best manage their mortgage(s), while providing excellent customer service
- Facilitated the process by keeping an open line of communication and effectively scheduling appointments
Education
BA - Psychology
Metropolitan State University of Denver
Denver, COSkills
- Microsoft Office 365
- Team Leadership/Management
- Coordinating and Scheduling
- Communication
- Problem-solving
- Bilingual (Fluent in Spanish)
Timeline
Trainer
Maximus Inc.
11.2021 - Current
Auto Claims Representative
State Farm
07.2019 - 03.2021
Card Service Representative
PSCU
07.2018 - 06.2019
Mortgage Loan Officer
Quicken Loans
11.2016 - 03.2018
BA - Psychology
Metropolitan State University of Denver
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