Summary
Overview
Work History
Education
Skills
Timeline
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Christina Lozano

Milwaukee,WI

Summary

Professional customer service expert with focus on delivering exceptional support and resolving issues efficiently. Known for strong team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining customer satisfaction. Reliable and results-driven, always aiming to achieve positive outcomes.

Overview

11
11
years of professional experience

Work History

Customer Support Representative

ClearCaptions, LLC
11.2022 - Current
  • Inbound/out bound calls as well as chat educating customers about their CC phones product
  • Trouble shooting any type of issues pertaining to the CC phones product
  • Contacting customer ISP or Internet provider to help resolve related issues connected to the CC phones
  • Documenting all calls/ resolutions into Sales Force
  • Remote
  • Call center activity
  • Chat and Email Service
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.

Chat Support Agent

UnitedHealth Group
11.2022 - 05.2024
  • Phone, and chat
  • Provided solutions to resolve customers questions and concerns
  • Made outgoing calls to go above to speak for the customer to third parties
  • Reviewed different insurance plans and coverages for customers, provided information they sought
  • Helped members make doctor appointments when asked
  • Provided doctors and specialists in their area
  • Explained pharmacy procedures when customers could not understand, as well as pharmacy and medical claims

Communications Assistant

CapTel
01.2017 - 09.2022
  • I transcribe the callers communication for the hearing impaired using speech software along with typing at a fast pace while scanning and correcting any errors

Supervisor

Home Depot
06.2014 - 01.2016
  • Assess training needs of staff and arrange for or provide appropriate instruction
  • Check specifications of materials loaded or unloaded against information contained in work orders
  • Collaborate with workers and managers to solve work-related problems
  • Counsel employees in work-related activities, personal growth, or career development
  • Estimate material, time, and staffing requirements for a given project, based on work orders, job specifications, and experience
  • Evaluate employee performance and prepare performance appraisals
  • Inspect equipment for wear and for conformance to specifications
  • Inventory supplies and requisition or purchase additional items, as necessary
  • Participate in the hiring process by reviewing credentials, conducting interviews, or making hiring decisions or recommendations
  • Perform the same work duties as those supervised or perform more difficult or skilled tasks or assist in their performance
  • Plan work schedules and assign duties to maintain adequate staff for effective performance of activities and response to fluctuating workloads
  • Recommend or initiate personnel actions, such as promotions, transfers, or disciplinary measures
  • Resolve personnel problems, complaints, or formal grievances when possible, or refer them to higher level supervisors for resolution
  • Review work throughout the work process and at completion to ensure that it has been performed properly

Education

Associates - Criminal Justice

University Of Phoenix
07.2014

Skills

  • Interviewing
  • Employee Evaluation
  • Recruiting
  • Typing
  • Training & Development
  • Supervising Experience
  • Presentation Skills
  • Writing Skills
  • Chat
  • Phones
  • Email
  • Customer success management
  • Conflict Management
  • Leadership
  • Security
  • Intrapersonal skills
  • Excellent Communication
  • Resolves Problems Quickly
  • Inventory Control
  • Proficient in Computers
  • Team Building & Development
  • Organized and able to multitask effectively
  • Great at motivating in a high pressure environment
  • Customer service excellence
  • Complaint handling
  • Report generation
  • Data management
  • Software troubleshooting
  • Attention to detail
  • Microsoft windows and office
  • Interpersonal skills
  • LAN/WAN
  • VoIP installation

Timeline

Customer Support Representative

ClearCaptions, LLC
11.2022 - Current

Chat Support Agent

UnitedHealth Group
11.2022 - 05.2024

Communications Assistant

CapTel
01.2017 - 09.2022

Supervisor

Home Depot
06.2014 - 01.2016

Associates - Criminal Justice

University Of Phoenix

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Christina Lozano