Ana Lozano
Houston,TX
Summary
Successful Assistant Customer Service Store Manager with 3 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Customer Service Manager
Prime Communications AT&T
10.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
GameStop
01.2018 - 11.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Contra Costa College
San Pablo, CA05.2015
Skills
- Customer Experience Improvement
- Interdepartmental Collaboration
- Conflict Resolution
- Confidential Records Management
- Handling Complaints
- Information Updates
- Spanish Interpreting
- Inbound and Outbound Calling
- High-Volume Environments
Certification
- Google Data Analytics Professional Certificate
- AT&T Level 1 Management Training Certificate
Timeline
Assistant Customer Service Manager
Prime Communications AT&T
10.2020 - Current
Customer Service Representative
GameStop
01.2018 - 11.2020
High School Diploma -
Contra Costa College