Cristina Lozza
Summary
Experienced with delivering exceptional customer service in contact center environments. Utilizes effective communication techniques to resolve customer inquiries promptly. Track record of maintaining high customer satisfaction and efficiency in fast-paced setting.
Overview
21
21
years of professional experience
Work History
Contact Center Associate II
Space Coast Credit Union
06.2015 - Current
- Participated in ongoing training initiatives, staying up-to-date on current policies and best practices for our organization.
- Provided exceptional customer service, primarily via our online chat and secure messaging platforms.
- Maintained strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns.
- Contacted internal departments when appropriate on behalf of members to assure requests and concerns were fully resolved.
Call Center Associate
Space Coast Credit Union
01.2014 - 06.2015
- Assisted customers by answering questions and responding to inquiries regarding their current accounts.
- Offered additional credit union accounts/ loans that would benefit current or new members.
- Responded to customer inquiries about or products, services, and company information.
- Analyzed and escalated complaints, issues, and concerns to the appropriate internal department.
Compliance Coordinator
Miami Dade Special Transportation Services
12.2012 - 01.2014
- Supported legal department in handling investigations related to compliance matters, providing necessary documentation and information as needed.
- Worked directly with owner to confirm compliance with company's contract with Miami Dade to provide transportation services to passengers with disabilities was being met at all times. Communicated with call center and dispatch reps to review customer complaints and concerns when needed.
- Directly reviewed customer written complaints and concerns and replied within the legally required timeframe.
- Reviewed calls and written communications with customers when needed to assure proper procedures were followed.
Customer Service/ Technical Support
AT&T Wireless
05.2007 - 12.2012
- Provided exceptional customer service and technical support for customers as well as store representatives that called in for resolution.
- Worked effectively in a fast-paced environment. Worked with team to meet team and company sales goals.
- Responsible for improving customer retention through programs and offers approved by management. Met a set retention rate for service cancellation requests.
- Made recommendations according to customer needs on features, accessories, and rate plans with the purpose of upgrading customer accounts. Maintained an overall sales goal of 30% revenue increase.
Groups Sales and Service Coordinator
Royal Caribbean Cruise Line
01.2004 - 05.2007
- Worked with travel agents to set up and service group travel onboard RCCL Cruises. Communicated primarily via email as well as by phone.
- Assisted with setting up onboard group functions such as cocktail parties, meeting spaces, seminars, etc. Coordinated air, hotel and ground travel packages for group travel.
- Interacted with all relevant internal departments in order to complete tasks related to travel partner requests.
- Increased sales revenue by building strong relationships with travel partners and understanding their needs.
Education
Associate of Arts - Business Administration
Miami Dade Community College
Miami01-1999
Skills
- Customer Complaint Resolution
- Effective Follow-Up Communication
- Electronic Communication Expertise
- Bilingual Proficiency in Spanish
- Effective Solution Development
Timeline
Contact Center Associate II
Space Coast Credit Union
06.2015 - Current
Call Center Associate
Space Coast Credit Union
01.2014 - 06.2015
Compliance Coordinator
Miami Dade Special Transportation Services
12.2012 - 01.2014
Customer Service/ Technical Support
AT&T Wireless
05.2007 - 12.2012
Groups Sales and Service Coordinator
Royal Caribbean Cruise Line
01.2004 - 05.2007
Associate of Arts - Business Administration
Miami Dade Community College
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