Ana Lozano
Summary
Results-driven SaaS professional with 5+ years of experience in client support, training, and onboarding within remote environments. Expertise in customer success, platform adoption, relationship management, Salesforce CRM, and virtual training. Manages multiple client accounts effectively while enhancing customer experiences and facilitating software adoption.
Overview
7
7
years of professional experience
Work History
Service Coordinator
MEIKO USA
La Vergne, USA
07.2024 - Current
- Serve as a primary customer contact, providing proactive communication, follow-up, and issue resolution.
- Coordinate service appointments, preventative maintenance, and repair activities across multiple customer accounts.
- Manage customer documentation, quotes, invoicing, and service records within ERP systems.
- Collaborate with technicians and internal teams to ensure timely service delivery and customer satisfaction.
Associate Client Executive
Confirmation (Thomson Reuters)
, Remote
06.2021 - 12.2023
- Managed a portfolio of software clients, serving as a trusted advisor throughout implementation, adoption, and ongoing account growth.
- Conducted virtual client meetings and training sessions to educate users on platform functionality, product updates, and best practices.
- Built strong client relationships through proactive communication, follow-up, and strategic account management.
- Collaborated with internal teams to ensure successful customer onboarding, issue resolution, and service delivery.
- Prepared and presented customer reports, performance reviews, and training materials to support platform adoption and customer success.
- Utilized Salesforce CRM to document customer interactions, track account activity, and maintain accurate records.
Global Customer Support
Confirmation (Thomson Reuters)
, Remote
08.2019 - 06.2021
- Delivered SaaS support to financial, accounting, and legal professionals via phone, email, and chat.
- Guided customers through platform navigation, troubleshooting, and feature adoption while effectively communicating technical concepts to non-technical users.
- Resolved escalated customer issues while maintaining high levels of customer satisfaction.
- Designed and delivered training for customers and new employees on new and existing product features,
Education
Bachelor of Science - Psychology
Middle Tennessee State Univ.
Murfreesboro, TN01-2024
Associate of Arts - Art Education
Northeast MS Comm. College
Booneville, MS01-2017
Skills
- Customer Onboarding & Training
- Account Management
- Software Adoption
- Customer Relationship Management
- Project Coordination
- Customer Retention
- Process Documentation
- Problem Solving & Troubleshooting
- SaaS Applications
- Salesforce CRM
- Microsoft Office Suite
Timeline
Service Coordinator
MEIKO USA
07.2024 - Current
Associate Client Executive
Confirmation (Thomson Reuters)
06.2021 - 12.2023
Global Customer Support
Confirmation (Thomson Reuters)
08.2019 - 06.2021
Bachelor of Science - Psychology
Middle Tennessee State Univ.
Associate of Arts - Art Education
Northeast MS Comm. College