Many regional executives want the smallest call-in-rate (CIR), but Lopez can actually claim it. He helped his region achieve the lowest-ever percent CIR, a tremendous milestone. A seasoned storyteller, he often shares personal stories about customer experiences, leadership skills and process improvements with his team. The exec feels he’s just paying it forward. “Early in my career our GM in Orange County, Linda Hossinger, took an interest in my career,” Lopez recalls. “She was instrumental in my development and professional growth. I will always be grateful for the coaching and guidance she provided.”

What’s been your company’s biggest innovation this year?

“My Account” App… the ability for customers to self-heal problems and schedule appointments, among other things, is outstanding. The ease of use and effectiveness of the app is incredible.

What’s your definition of diversity in 2014?

Definition hasn’t changed, it’s about an accurate reflection of our communities in the workforce. It is imperative for our continued success to support organizations and initiatives that focus on diverse leadership development.

Who has been your strongest mentor and why?

Early in my career our GM in Orange County CA, Linda Hossinger, took an interest in my career. She was instrumental in my development and professional growth. I will always be grateful for the coaching and guidance she provided

The Daily

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State of DEI: NAMIC, AIM Analyze Workforce Representation

At a time when investments in DEI efforts are being questioned, NAMIC is checking in to remind the industry of the tangible change these initiatives are making.

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