Alejandra Lozano
Bethesda
Summary
Customer-centric professional with expertise in problem-solving and organizational management. Thrives in high-pressure environments, applying critical thinking to enhance operational efficiency. Experienced in conflict resolution and team leadership, driving customer satisfaction strategies that improve company performance.
Overview
8
8
years of professional experience
Work History
Branch Ambassador
Capital One
Rockville
11.2025 - Current
- Engage customers by providing personalized banking solutions and services.
- Educate clients on financial products to enhance their banking experience.
- Facilitate account openings and transactions with attention to detail.
- Resolve customer inquiries promptly to maintain satisfaction levels.
- Monitor compliance with banking regulations and internal policies consistently.
- Ensure compliance with all applicable laws, regulations, and policies.
- Collaborate with team members to streamline service delivery processes.
Event Manager
Marriott Hotel
Bethesda
02.2023 - 09.2025
- Planned, organized, and managed hotel services, enhancing guest experience through seamless catering, reservations, and accommodations.
- Conducted daily walk-through of banquet floor, ensuring client satisfaction and adherence to quality standards.
- Created detailed banquet event orders, facilitating clear communication and execution of event logistics.
- Identified and proposed upsell options during event planning discussions with clients.
- Empower employees to provide excellent customer service.
- Maintain accurate and up-to-date billing information and payment records.
Event Administrative Assistant
Marriott Hotel
Bethesda
05.2022 - 02.2023
- Served as primary point of contact for guests organizing and attending meetings, ensuring smooth end-to-end experience and addressing any concerns promptly.
- Orchestrated seamless event logistics, enhancing guest experiences and achieving a significant boost in overall satisfaction ratings.
- Verified on-property event planning and execution, supported MSB property General Managers with sales efforts, and completed administrative duties to streamline operations.
- Developed customized banquet event orders, streamlining coordination and ensuring alignment with client preferences for flawless execution.
- Coordinated with kitchen staff to create and approve menus in alignment with customers' preferences and quality requirements.
- Implemented a structured upselling strategy during event planning, driving noticeable revenue increases and maximizing client value.
- Empowered team members through training initiatives, fostering a culture of exceptional service and collaborative problem solving.
- Maintained meticulous billing records and payment tracking, ensuring financial accuracy while adhering to corporate standards.
- Delegated administrative duties effectively to enhance support for property General Managers and improve overall operational efficiency.
- Compiled daily reports with precision to ensure accuracy.
Guest Service Expert- Server
Marriott Hotel
Bethesda
02.2019 - 05.2022
- Delivered excellent customer service in high-volume settings, enhancing guest satisfaction.
- Executed timely order delivery in fast-paced environments, ensuring customer satisfaction.
- Demonstrated positivity while collaborating with bussers, cooks, and staff in a fast-paced environment.
- Managed cash transactions with accuracy while operating the point-of-sale system.
- Performed high-quality work independently, contributing to team efficiency.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Process all payment methods in accordance with accounting procedures and policies.
Part Time Banquet Server
Protocol
Washington
08.2018 - 02.2022
- Served food and beverages at formal events and banquets.
- Coordinated with kitchen staff to ensure timely meal delivery.
- Set up dining areas with linens, tableware, and centerpieces.
- Assisted in serving, setting up tables, and clearing tables to ensure readiness for next course.
- Maintained cleanliness and organization of workplace and dining area to enhance guest experience.
Customer Service Representative
Intelligrated
Rockville
03.2019 - 06.2020
- Managed customer relations by effectively addressing inquiries and complaints, enhancing customer satisfaction.
- Addressed customer inquiries and complaints with timely solutions, improving response times.
- Forwarded concerns to appropriate parties to ensure swift resolution and maintain service quality.
- Provided exceptional guest support for event planning, ensuring seamless experiences that led to positive feedback and repeat business.
- Coordinated event logistics to enhance guest experiences, resulting in a noticeable increase in positive feedback and repeat bookings.
- Streamlined table setup processes, enhancing service efficiency and ensuring a seamless dining experience for guests.
- Collaborated with the catering team to deliver exceptional service, fostering a positive atmosphere and strengthening client relationships.
Education
General Studies -
Montgomery College
Rockville, MD04-2026
English Reading and Writing -
Montgomery College
Rockville, MD05-2014
Skills
- Attention to Detail
- Positive Attitude
- Time Management
- Patience
- Problem Solving
- Organizational Skills
- Critical Thinking
- Decision Making
- Customer service
- Event planning
- Communication skills
- Team collaboration
- Detail-oriented
- Problem solving
Personal Information
Title: Customer Service
Languages
- Spanish
- English
Timeline
Branch Ambassador
Capital One
11.2025 - Current
Event Manager
Marriott Hotel
02.2023 - 09.2025
Event Administrative Assistant
Marriott Hotel
05.2022 - 02.2023
Customer Service Representative
Intelligrated
03.2019 - 06.2020
Guest Service Expert- Server
Marriott Hotel
02.2019 - 05.2022
Part Time Banquet Server
Protocol
08.2018 - 02.2022
General Studies -
Montgomery College
English Reading and Writing -
Montgomery College