Denise Lozada Colon
Summary
Fast learning bilingual and dedicated customer service specialist providing skills to prioritize and efficiently multitask in fast-paced working environments. Successful at working as part of a team to reach personal and business goals. Offering over 10 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Proficient with company procedures, regulations, and methods of operating. Honest and ethical with high levels of integrity and confidentiality.
Overview
8
8
years of professional experience
Work History
Security Officer
GardaWorld Security Services US
07.2023 - Current
- Responsible for ensuring the safety and protection of the company's employees, visitors and associated property
- Inquire verbally and visually of any person requesting access to the property to validate their authorized entry
- Record all visitor entries accurately on the approved form or technological program during shift
- Complete reports by recording observations, information, occurrences, and surveillance activities
- Ensure proper operation of equipment by completing preventive maintenance requirements, following manufacturer's instructions, troubleshooting malfunctions, calling for repairs when necessary
- Provide traffic enforcement and control of vehicles entering and leaving the property in accordance with traffic regulations
- Report any incident or anomaly that affects the safety and security of persons or property of the company.
Quick Service Food and Beverage
Universal Orlando Resort
08.2022 - Current
- Provide friendly and courteous assistance to guests while answering questions and directing guests within the restaurant
- Describe menu items and give recommendations
- Operate the cash register and POS system, perform basic cooking and food preparation, provide exemplary guest service by greeting guests and helping with internal and external crowd control, assist with cleaning duties that include mopping floors, emptying trash, and wiping down tables
- Stock and replenish condiment stands, bus tables, straighten chairs and run food
- Process damaged products by removing from location and filling out proper paperwork.
Delivery Driver
Instacart, DoorDash, Grubhub, Amazon Flex, UberEats
02.2022 - 08.2022
- Transported packages and other goods from a facility or business to a personal or business address
- Loaded all goods in the vehicle in an organized manner, used navigation tools to arrive at the correct address and delivered parcels safely and discreetly to the recipient.
Advisor II Blended Support Agent
Concentrix
03.2021 - 02.2022
- Apple Card specialist at Goldman Sachs Bank USA providing outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Answered incoming calls or managed chat flow with up to 6 consecutive chats in queue offering frontline customer support or assistance with product and service transactions
- Provided online demonstrations to educate customers on product features and online help resources
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Explained benefits, features and recommendations to maximize client retention
- Helped customers open accounts, update information and carry out a range of routine actions
- Documented all customer information accurately in the computer system and provided dated notes for future reference
- Consistently exceeded expectations, scoring very high in quality and CSAT scores
- Investigated unauthorized digital payment transactions, analyzed transaction logs and cardholder activity as a dispute and fraud specialist
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Analyzed large quantities of data, transaction records and cardholder behaviors to identify fraud patterns and anomalies and detect any signs of irregularities or suspicious activity
- Inputted information regarding fraud investigations into detailed reports
- Provided follow-up correspondence via outbound call or email to obtain necessary information when data contained errors or omissions.
Housekeeper
Hyatt
02.2019 - 03.2020
- Performed daily dusting, leather and wood surface polishing and wall cleaning when necessary
- Cleaned windows, glass partitions and mirrors
- Sanitized frequented areas and equipment using approved supplies
- Scrubbed bathrooms, removing soap scum, mold and excess dirt from sinks and shower area
- Vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions
- Restocked supplies, replacing toiletries, liners, soaps, paper towels and other consumables
- Emptied waste baskets to transport trash and waste to proper disposal areas
- Reported maintenance concerns or repairs to the appropriate supervisor for prompt remediation
- Responded to emergency cleaning requests to meet client expectations
- Created inventory checklists and stocked housekeeping carts.
Inbound Customer Service Representative
24-7 Intouch
11.2018 - 02.2019
- Served as the first point of contact for Nestlé Purina Petcare Company consumers, answered customer concerns via emails and high volume of inbound phone calls.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
Lead Sales Associate/Key Holder
Dollar General
08.2018 - 10.2018
- Operated cash register or POS system to receive payments by cash or credit card
- Scanned merchandise using point of sale (POS) system for accurate purchase totals
- Discounted purchases by scanning and redeeming coupons
- Verified customer age requirement for alcohol or tobacco purchases
- Issued receipts and provided accurate change
- Answered customer questions with up-to-date knowledge of sales and store promotions, helped them find specific products and provided store information
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Preserved appearance of store by arranging and replenishing displays and merchandise racks and shelves.
Interpreter
ARCH Language Network
03.2018 - 08.2018
- Provided interpreting services as an independent contractor by facilitating communication between patients and medical staff who spoke English and Spanish in hospitals
- Provided translation of written documents, interpreted the meaning and feeling of what was said into the appropriate tone and used simplification techniques to enable faster translation.
Orientation Trainer
Long Prairie Packing
09.2017 - 11.2017
- Gave tours of the production floor to applicants, gave new hires orientation training, showed them how to wear the personal protection equipment, made employee picture identifications, carried line meetings, translated, attended to changes employees need to make to their file or benefits, made postings and archived.
Sample Coordinator
Long Prairie Packing
02.2017 - 09.2017
- Responsible for setting up the lab following quality control requirements, made sure samplers followed sanitation and hygiene practices and procedures, made sure the samples were labeled correctly and kept records of the orders sampled daily.
Bank Teller
Banco Popular de Puerto Rico
04.2016 - 02.2017
- Provided account services to customers and informed them of different services available
- Managed financial transactions with no errors, including deposits, loan payments, verifying cash, issuing savings withdrawals, cashing checks within the limits and obtaining authorizations when required
- Executed bank tasks including issuing cashier’s checks, money orders, redeeming savings bonds and recording night and mail deposits
- Provided account services to drive through customers, did ATM replenishment, and balanced cash drawers and ATMs.
Sales Associate
Levi's Strauss & Co
11.2015 - 02.2016
- Greeted all customers that walked in the store in an approachable manner and informed them of promotions to optimize the customer experience
- Achieved productivity goals through multitasking and prioritizing responsibilities
- Fostered customer relationships by continually developing knowledge of current trends and styling techniques
- Educated customers of the different styles of clothing and quality, and found the best fit according to their body and preference
- Demonstrated flexibility and desire for individual growth in a fast-paced store environment
- Resolved customer questions and complaints, checked out customers in the point of sale system (POS), maintained the store organized, ran the fitting rooms, and did markdowns on items.
Education
Bachelor's Degree in Biology - Biology
University of Puerto Rico
Mayagüez, PR06.2015
Skills
- Fluent in English and Spanish
- Excellent verbal and written communication
- Accurate Data entry, reporting and record keeping
- Computer, applications, software and systems proficiency
- Customer account management
- Customer data confidentiality
- Telephone etiquette for Inbound and outbound calling
- Multi-line phone talent
- Chat/Phone/Email
- Active listening
- Self-motivated
- Efficient and Detail-oriented
- Time management
- Flexible and adaptable team player
- Key holder experience
- Typing Average: 55 wpm
- Heavy cash handling
- Medical terminology knowledge
- Staff education and training
Timeline
Security Officer
GardaWorld Security Services US
07.2023 - Current
Quick Service Food and Beverage
Universal Orlando Resort
08.2022 - Current
Delivery Driver
Instacart, DoorDash, Grubhub, Amazon Flex, UberEats
02.2022 - 08.2022
Advisor II Blended Support Agent
Concentrix
03.2021 - 02.2022
Housekeeper
Hyatt
02.2019 - 03.2020
Inbound Customer Service Representative
24-7 Intouch
11.2018 - 02.2019
Lead Sales Associate/Key Holder
Dollar General
08.2018 - 10.2018
Interpreter
ARCH Language Network
03.2018 - 08.2018
Orientation Trainer
Long Prairie Packing
09.2017 - 11.2017
Sample Coordinator
Long Prairie Packing
02.2017 - 09.2017
Bank Teller
Banco Popular de Puerto Rico
04.2016 - 02.2017
Sales Associate
Levi's Strauss & Co
11.2015 - 02.2016
Bachelor's Degree in Biology - Biology
University of Puerto Rico
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