Owen Lopez
Block 40 Lot 4 Phase 2 Russel St., Tierra Vista Subd., Brgy. Santiago, General Trias, Cavite
Summary
Professional in customer service management prepared to elevate client satisfaction and streamline processes. Strong communication, problem-solving, and leadership skills ensure adaptability to changing needs and reliability in achieving impactful results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Manager for Non Voice
Maxicare Healthcare Corporation
10.2019 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Overseen the analysis of accurate reports tracking Key Performance Indicators (KPIs) and Key Result Areas (KRAs).
- Reviewed and updated operational policies, procedures, and documentation to ensure compliance with industry standards (e.g., ISO 9001:2015) requirements.
- Reviewed and identified opportunities for cost savings, ensuring that the unit's spending remains within budgetary constraints.
- Overseen the planning and execution of training programs aimed at enhancing team skills, identifying capability gaps, and implementing development plans to boost overall team effectiveness.
Assistant Manager for Vendor Relations
Maxicare Healthcare Corporation
06.2016 - 09.2019
- Collaborated with Legal and the Outsourced Partner on creating and maintaining the Service Agreement.
- Monitored the day-to-day operations of the Outsourced Partners on meeting performance, quality and service expectations.
- Provided subject matter expertise to the Outsource Partners (i.e., Team Leader or Manager); Assists in account's benefit application, unfamiliar procedure, complaints and other concerns prior escalation with other departments.
- Conducted monthly audit with Outsource Partners and provides audit findings report to the Vendor Manager.
- Facilitated the billing invoices sent by the Outsourced Partner on a monthly basis.
Workforce Management Supervisor
Maxicare Healthcare Corporation
06.2014 - 05.2016
- Prepared and maintained reports, dashboards and monthly performance output.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Customer Care Specialist
Maxicare Healthcare Corporation
06.2011 - 05.2014
- Received and facilitated requests from accredited providers (Hospitals/Clinics) for approval of diagnostic procedures and consultations via Voice (Calls) and Non-voice channels (Email, Chat, SMS)
- Addressed customer and partner providers' inquiries promptly, offering accurate information.
- Addressed escalations and resolve concerns related to outpatient or inpatient services and collaborate with internal teams if necessary to resolve issues and maintain high customer satisfaction.
- Verified transaction data, ensuring compliance with internal policies.
- Provided customers with detailed information on company products, services and materials.
Education
Bachelor of Science - Nursing
St. Dominic College of Asia
Bacoor, Province Of Cavite, Philippines04-2010
Skills
- Leadership and Team management
- Customer service
- Problem-solving
- Coaching and mentoring
- Delegation and supervision
- Schedule management
- Proficient on using Microsoft Office and Google Workspace
Certification
- Registered/Licensed Nurse (Philippines) - PRC ID: 0647315
- Lean Six Sigma, Yellow Belt - Certificate/Badge ID: 31745785944764
Timeline
Customer Care Manager for Non Voice
Maxicare Healthcare Corporation
10.2019 - Current
Assistant Manager for Vendor Relations
Maxicare Healthcare Corporation
06.2016 - 09.2019
Workforce Management Supervisor
Maxicare Healthcare Corporation
06.2014 - 05.2016
Customer Care Specialist
Maxicare Healthcare Corporation
06.2011 - 05.2014
Bachelor of Science - Nursing
St. Dominic College of Asia
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