Alexandra Lozano
San Antonio
Summary
Seasoned Customer Service Lead with background in managing customer interactions and resolving complex issues. Skilled at fostering positive relationships with customers to drive growth and brand loyalty. Known for effectively leading teams to enhance productivity, efficiency, and overall customer satisfaction. Demonstrated success in training staff on customer service standards and procedures.
Overview
2
2
years of professional experience
Work History
San Antonio Campus Admin Assistant
HEB
San Antonio
11.2024 - Current
- Works under Vanessa Ramirez by providing daily administrative support.
- Schedules meetings, manages calendars, prepares reports, and handles correspondence to ensure efficient office operations.
- Supports the admin team by preparing presentations, data entry, and compiling reports using Microsoft Office and Smartsheet.
- Responds to emails and serves as a point of contact for internal and external communication.
- Manages inventory and office supplies, coordinates with vendors, handles purchase orders, and requests quotes for facility needs.
- Maintains a professional and approachable demeanor when interacting with trainers, vendors, and partners, fostering positive relationships and smooth communication.
Service Lead
HEB
San Antonio
04.2024 - Current
- Serves as a backup to the Department Manager.
- Directly supervises employees in the department.
- Approves financial transactions (e.g., overrides, and suspending orders).
- Manages traffic flow, customer throughput.
- Monitors and anticipates high sales times to ensure proper staffing, including lunch and breaks.
- Maintains CCO-related inventory.
- Troubleshoots equipment and technology when needed.
- Coaches partners in the moment and monitors performance (e.g., IPMs, IPBs, and Hospitality).
- Answers customer questions and concerns.
- Accurately identifies and responds to customer needs.
- Enforces HEB standards and policies.
- Monitors front-end vitals (e.g., training, wait time, satisfaction, appreciation, IPBs, OR%).
- Frequently performs the duties of Service Partners.
Cashier
HEB
San Antonio
07.2023 - 04.2024
- Provides exceptional customer service and looks for ways to go above and beyond for the customer.
- Processes customer transactions of goods and services accurately and efficiently.
- Collects cash, checks, and card payments, and provides change for cash transactions.
- Monitors and manages potential front-end shrink.
- Redeems food stamps, WIC, and promotional coupons.
- Assists customers in locating merchandise.
- Frequently performs the duties of a Customer Service Assistant.
Cashier
Pizza Patron
Laredo
01.2023 - 05.2023
- Greets customers as they approach the register, and processes transactions accurately and efficiently.
- Answers customer-related questions and provides information about different products.
- Assist with janitorial duties, including cleaning, and stocking shelves.
- Uses excellent phone etiquette and communication skills when providing customer support over the phone.
- Maintains a clean and organized work area.
Education
Bachelor of Science - Nursing
The University of Texas At San Antonio
San Antonio, Texas05-2027
Skills
- Leadership & Teamwork
- Critical Thinking & Analytical Skills
- Fast Learner
- Conflict Resolution
- Decision Making
- Communication & Interpersonal
- Goal setting & Prioritizing
- Time Management
Awards
- Dean’s list, 09/01/23
- HEB Partner of the Month, 09/01/24
- HEB Hospitality Champion, 10/01/24
Languages
- Fluent in English
- Fluent in Spanish
Timeline
San Antonio Campus Admin Assistant
HEB
11.2024 - Current
Service Lead
HEB
04.2024 - Current
Cashier
HEB
07.2023 - 04.2024
Cashier
Pizza Patron
01.2023 - 05.2023
Bachelor of Science - Nursing
The University of Texas At San Antonio
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