Andres Lozano
Phoenix,AZ
Summary
Results-driven professional with extensive experience in leadership and staff supervision. Proven track record of improving customer relations, administrative quality, and project management. Exceptional communicator proficient at effectively solving problems for both customers and employees.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Financial Trader
self employeed
Phoenix
02.2021 - Current
- Conducted in-depth market analysis to build and optimize a personal investment portfolio centered around foreign exchange and cryptocurrency assets.
Business Owner
Freshies
Phoenix
08.2020 - Current
- Sole proprietor of Freshie's LLC, specializing in high-end shoe restoration, cleaning, and maintenance
- Provided pick-up and delivery services, revitalizing footwear with expert craftsmanship and premium materials
- Expanded services to include luxury apparel and vintage attire care.
Customer Service Team Lead
Epiq
Phoenix
11.2023 - 08.2024
- Managed and developed a team of 25-40 agents in a high-pressure, quality-centric environment
- Implemented and maintained stringent quality assurance standards to achieve optimal performance metrics
- Provided comprehensive coaching and feedback to improve agent performance and address quality concerns
- Successfully led a bilingual team in a highly regulated industry, ensuring compliance and accuracy
- Demonstrated exceptional leadership, problem-solving, and interpersonal skills in a fast-paced, deadline-driven environment
- Achieved key performance indicators (KPIs) through effective team management and coaching
- Mitigated risk by identifying and addressing potential compliance issues
- Built and maintained strong relationships with cross-functional teams to ensure operational efficiency
- Consistently achieved top team quality assurance scores through effective coaching and performance management
- Excelled in building strong relationships and fostering open communication within the team and across departments.
Timekeeper
JetStream Ground Services
Phoenix
02.2022 - 10.2023
- Managed payroll operations for a fluctuating workforce of 250 employees in a high-turnover environment
- Ensured accurate and timely payroll processing by meticulously compiling and recording employee time and attendance data
- Reconciled discrepancies, calculated wages, and maintained compliance with company policies
- Oversaw uniform inventory and provided administrative support to the program manager
- Demonstrated exceptional organizational skills, attention to detail, data entry, timekeeping, payroll processing, Microsoft Office Suite.
Floor Support
VALOR GLOBAL
Phoenix
08.2019 - 12.2021
- Provided exceptional customer service across diverse industries, including telecommunications, healthcare, and government, effectively resolving inquiries and exceeding client expectations
- Demonstrated strong problem-solving and communication skills while handling high-pressure situations
- Excelled in a peer leadership role by providing guidance, training, and support to team members
- Improved team performance through on-floor coaching and knowledge sharing
- Consistently achieved high resolution rates for challenging customer issues
- Maintained and elevated team quality assurance scores through coaching and process improvement initiatives.
Bilingual Repair Technician
Vision Engravers
Phoenix
06.2017 - 01.2019
- Provided comprehensive technical support for large-format engraving and routing machines (6"x8" to 4'x8') across multiple channels (phone, remote, on-site, e-mail)
- Utilized proprietary engraving software to assist customers with job creation and troubleshooting
- Collaborated with team to efficiently coordinate in-house machine repairs
- Performed machine diagnostics, repairs, and component replacements, generating repair estimates based on required parts and labor
- Ensured machine functionality through rigorous testing and adherence to factory standards
- Managed diverse responsibilities including customer inquiries, order processing, machine and software training, maintenance guidance, warranty/support plan sales, RMA processing, and knowledge base updates.
Bilingual Tech Support/Peer Advisor
Asurion
Tempe
02.2016 - 05.2017
- Delivered exceptional customer support for smartphone users across multiple platforms (Android, Apple, Windows), resolving a wide range of technical issues
- Collaborated effectively with technical teams to troubleshoot complex device problems and provided leadership support as needed
- Contributed to team success by mentoring new hires and enhancing training programs.
Bilingual Physician Specialist
Dignity Health
Phoenix
10.2014 - 04.2015
- Provided exceptional patient care by matching individuals with appropriate physicians based on medical needs, insurance coverage, location, and specialized care requirements
- Accurately collected and input patient demographic information to create comprehensive profiles for efficient follow-up and care coordination
- Consistently exceeded performance metrics by delivering exceptional customer service and maintaining high quality assurance standards.
Stay at Home Father
Stay at Home Dad and Husband
Phoenix
11.2012 - 10.2014
- Provided primary childcare and fostered early cognitive, physical, and emotional development
- Cultivated infant's developmental milestones through engaging activities and nurturing care
- Established a stimulating environment to support infant's cognitive and motor skill development.
Bilingual Insurance Claim Processor
Satellite Solutions
Chandler
08.2011 - 11.2012
- Accurately captured and entered auto glass loss information into the production database
- Verified insurance coverage to determine claim eligibility and processing requirements
- Optimized customer experience by efficiently locating and scheduling appointments with preferred auto glass vendors
- Assessed damage severity to accurately determine repair or replacement needs and ensure appropriate service scheduling
- Utilized appointment scheduling system to coordinate service appointments with Safelite locations and external vendors
- Demonstrated adaptability by handling overflow calls for various third-party insurance claims involving property and vehicle damages.
Coordinator/Information Desk
Sky Harbor Airport
Phoenix
06.2010 - 06.2011
- Managed and supervised a team of Information Desk Ambassadors and Purple Coat Volunteers at Sky Harbor International Airport
- Optimized staffing and resource allocation by strategically assigning personnel based on passenger traffic and airport operations
- Enhanced operational efficiency through effective communication and coordination with relevant departments
- Implemented and managed comprehensive staff scheduling to ensure adequate coverage and productivity
- Provided leadership and development through new hire training, ongoing coaching, and performance management
- Maintained a high level of service by addressing escalated customer inquiries and providing timely support to frontline staff
- Cultivated a positive work environment through effective team building and operational support.
Customer Service/Technical Support
Dish Network
Phoenix
02.2008 - 04.2010
- Delivered exceptional customer service by effectively resolving customer inquiries and exceeding customer satisfaction expectations
- Demonstrated strong problem-solving skills by handling escalated calls and complex customer issues with composure
- Provided comprehensive technical support by offering solutions and alternatives for programming, billing, hardware, and technical challenges
- Achieved outstanding performance metrics through consistent delivery of high-quality customer service and adherence to quality assurance standards.
CSR and Program Trainer
ICT Group
Nogales
01.2004 - 11.2007
- Led and facilitated training programs for up to 40 new hires to achieve call readiness within 4-8 weeks
- Provided ongoing development for tenured agents through knowledge transfer and skill enhancement
- Mentored and coached trainees during the nesting phase to improve call quality and performance
- Ensured training effectiveness through rigorous call monitoring and performance feedback
- Delivered bilingual training by effectively translating training materials and providing real-time language support
- Supported new hires through on-the-job coaching and guidance to achieve independent call handling proficiency.
Education
Diploma -
Nogales High School
Nogales, AZ01.2004
Auto Mechanics -
UTI-Avondale
Avondale, AZSkills
- Customer service
- Problem solving
- Technical support
- Bilingual
- Troubleshooting
- Training & Development
- Telephone Skills
- Team Leader
- Problem Resolution
- Customer support
- Remote Access Software
- Android
- Windows
- B2B
- Research
- IOS
- Mac OS
- Google Docs
- Typing
Certification
Driver's License
Additional Information
Highlights of Qualifications
Fluent in two languages - English and Spanish (read, write and speak)
Strong bilingual customer service and technical support background
Superb learning and teaching skills with effective results
High level of energy and enthusiasm
Organized multitasker and problem solving perfectionist
Assessments
- Customer service, Proficient, 05/01/22, Identifying and resolving common customer issues
- Attention to detail, Proficient, 01/01/22, Identifying differences in materials, following instructions, and detecting details among distracting information
- Customer focus & orientation, Proficient, 05/01/22, Responding to customer situations with sensitivity
- Scheduling, Proficient, 05/01/22, Cross-referencing agendas and itineraries to avoid scheduling conflicts
- Call center customer service, Proficient, 05/01/22, Demonstrating customer service skills in a call center setting
- Retail customer service, Proficient, 05/01/22, Responding to customer situations in a retail setting
- Supervisory skills: Motivating & assessing employees, Proficient, 05/01/22, Motivating others to achieve objectives and identifying improvements or corrective actions
Personal Information
- Title: Bilingual Customer Service/Tech Expert
- Work Permit: Authorized to work in the US for any employer
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Team Lead
Epiq
11.2023 - 08.2024
Timekeeper
JetStream Ground Services
02.2022 - 10.2023
Financial Trader
self employeed
02.2021 - Current
Business Owner
Freshies
08.2020 - Current
Floor Support
VALOR GLOBAL
08.2019 - 12.2021
Bilingual Repair Technician
Vision Engravers
06.2017 - 01.2019
Bilingual Tech Support/Peer Advisor
Asurion
02.2016 - 05.2017
Bilingual Physician Specialist
Dignity Health
10.2014 - 04.2015
Stay at Home Father
Stay at Home Dad and Husband
11.2012 - 10.2014
Bilingual Insurance Claim Processor
Satellite Solutions
08.2011 - 11.2012
Coordinator/Information Desk
Sky Harbor Airport
06.2010 - 06.2011
Customer Service/Technical Support
Dish Network
02.2008 - 04.2010
CSR and Program Trainer
ICT Group
01.2004 - 11.2007
Diploma -
Nogales High School
Auto Mechanics -
UTI-Avondale