Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gabriela Lozano

Gotha

Summary

Customer service representative with over 7 years of experience. Productive relationship builder; excel at listening to customer needs and creating satisfactory solutions. Highly professional, dependable, and reliable.

Overview

12
12
years of professional experience

Work History

Central Loss Report Representative

Progressive
01.2023 - Current
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Improved team and cross-team performance by providing constructive feedback, guidance, and encouragement to fellow Central Loss Report Representatives.
  • Temporary leadership role, guiding a team through day-to-day operations and maintaining performance standards
  • Conducted regular call reviews and feedback sessions, fostering continuous improvement and boosting team performance metrics.

Customer Service Guest Specialist

Booking.com
01.2016 - 12.2022
  • Listening, responding and mediating between guests and partners in English and Spanish
  • Reply to emails, live chats, and messages in a timely matter to the guest’s satisfaction
  • Support my peers and provide constructive feedback to encourage a positive environment
  • Always preforming at a high level to provide excellent customer service
  • Develop team events to encourage engagement and boost work morale
  • Regularly involved in team, company, and office events.
  • Supported with shadowing sessions to assist new hires
  • Managed reservations accurately, minimizing errors in overbooking or misplaced bookings.

Assistant Teacher

Treasure Kids Academy
11.2015 - 01.2016
  • Tended to the educational, nutritional and emotional social needs of children.
  • Active listening, self control, and patience while communicating with the children

Event Guide

Universal Studios Orlando
06.2013 - 12.2015
  • Managed large crowds during events to control crowds.

Education

A.A. - General Studies

Valencia College
06.2018

Skills

  • Bilingual
  • Analytical Thinking
  • Documentation and reporting
  • Performance management
  • Adaptability
  • Multitasking
  • Time management and organization
  • Team bonding
  • Mentoring others

Timeline

Central Loss Report Representative

Progressive
01.2023 - Current

Customer Service Guest Specialist

Booking.com
01.2016 - 12.2022

Assistant Teacher

Treasure Kids Academy
11.2015 - 01.2016

Event Guide

Universal Studios Orlando
06.2013 - 12.2015

A.A. - General Studies

Valencia College

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