Summary
Overview
Work History
Education
Skills
Quote
Operating Systems
References
Timeline
Generic

Jo Anna Lozano

Midland

Summary

26 years of experience in customer service and leadership, driving operational excellence and process improvements. Proven ability to enhance organizational efficiency and meet strategic business needs. Strong management skills with a focus on team development and performance optimization.

Overview

25
25
years of professional experience

Work History

Customer Service

Secured Document Shredding
Midland
08.2024 - Current
  • Answer inbound customer calls and provide support regarding shredding services, scheduling, account inquiries, and processing payments.
  • Assist current and new clients, and explain service procedures and compliance standards.
  • Built relationships with customers, providing excellent customer service.
  • Contribute to a positive team environment by supporting coworkers.
  • Coordinate with the supervisor for drivers and the operations team to ensure timely pickups and secure document handling.
  • Provided customer service support to existing clients.
  • Utilize Total Recall software to manage customer profiles, service requests, and route scheduling.

Contract Billing Assistant

CMC Business Systems
Midland
04.2023 - 02.2024
  • Answer multi-line phone systems (received, screened and routed incoming calls), including schedule appointments.
  • Assist with property taxes
  • Assist with billing meetings
  • Billing codes for contracts, including creating and updating the bill sheets
  • Contract and invoice set up
  • Dispatch service calls to service department manager
  • File documents in desktop folders, including the filing cabinet
  • Maintain customer database
  • Place orders for supplies, such as toners and ink cartridges
  • Reports for model profitability for cost of parts, supplies and usage
  • Terminate contracts
  • Update spreadsheets for all contracts / customers

Corporate Housing Guest Relations Manager

Midway Station Apartment Homes / WE Communities
Midland
09.2020 - 04.2023
  • Accept and book reservation inquiries within Reservation Management Software
  • Assisted with marketing and show model and / or available ready vacancies
  • Communicate effectively with guests, providing specific property details (location, Wi-Fi, lock use, etc.)
  • Conducted walkthroughs and ensure accuracy and handling of damage claims with guests and work closely with our corporate partner Pioneer Natural Resources Housing Manager and their colleagues
  • Maintained accurate records of all corporate housing transactions and submit on timely basis
  • Managed make ready process, ensuring timely turn of units with a high standard of delivery
  • Management of keyless entry system
  • Monitored expense sheets and invoices
  • Onsite point of contact for all Pioneer Natural Resources Employees
  • Prepared and submitted monthly and annual reports
  • Received, recorded and assigned maintenance requests.
  • Supervised site staff, coordinate staff schedules, inspect work and provide direction when needed
  • Updated, organized and maintained all resident and maintenance files

Office Manager

A&A Appliance, Inc.
Midland
09.2001 - 05.2020
  • Accounts payable, receivable and reconcile.
  • Answer multi-line phone systems (received, screened and routed incoming calls), including schedule appointments.
  • Appliance model and serial product lookup for technicians, including appliance breakdowns with exploded view sheets.
  • Developed and maintained relationships with Customer Care Service Managers, Field Service Managers and Regional Sales Managers.
  • Inventory management, including ordering and requisitions, stocking and shipment receiving for store stock and customers. Coded per unit and billed out to third parties.
  • Provided face to face assistance to customers through buying process to include merchandise selection, payment and finance options and pickup and delivery.
  • Sales of products and services.
  • Warranty billing / verified claim data correctness in preparation for processing.

Assistant Manager

Hampton Inn & Suites
Midland
11.2002 - 08.2004
  • Greet and assist with a helpful and friendly demeanor (CRM), create reservations, check in and out guests, including transactions and sales.
  • Back of house operations, which included inventory, preventative maintenance, room inspections for repairs.
  • Ensure all team members were trained in all areas of the hotel to act according to procedure and policies.
  • Maintain relationships with vendors.
  • Managing staff, including hiring, firing, schedule and payroll.
  • Met performance goals by creating incentives for teams to have fun while keeping them motivated and engaged.
  • Review daily front office procedures and ensure proper transmission of all necessary information to Corporate Office.

Supervisor

Bestwestern Atrium Inn
Midland
06.2000 - 11.2002
  • Assisted the General Manager and Assistant Manager throughout the office and helped regulate the policies and procedures.
  • Create Reservations, check in and out the guests, including transactions and sales.
  • Ensure all team members are trained to act according to procedure and policies, including proper uniform standards.
  • Ensure all team members are trained in all areas of the motel to gain understanding of each team's job.
  • Familiarize yourself with area attractions and services to accommodate guest needs.
  • Made sure associates were asking enough open-ended questions to understand customer needs.

Education

High School Diploma -

Midland High School
Midland, TX
05.2000

Skills

  • Adaptability
  • Work ethic
  • Motivation
  • Results orientation
  • Integrity

Quote

I can do all things through Christ who strengthens me. Philippians 4:13 NKJV

Operating Systems

  • Cloudbeds Hotel Software
  • E-Automate
  • Entrata Property Management Software / Engage
  • Microsoft Works Word Processor & Microsoft Spreadsheets (basics)
  • Microsoft Works Task Launcher 1996 - 2001
  • OneDrive
  • OpenOffice Version 3 & Version 4 - Excel, Spreadsheets and Word (basics)
  • QuickBooks Pro 2012, 2016 and 2018 Online
  • Total Recall
  • Windows XP, 7, 8, 9 and 10

References

References available upon request.

Timeline

Customer Service

Secured Document Shredding
08.2024 - Current

Contract Billing Assistant

CMC Business Systems
04.2023 - 02.2024

Corporate Housing Guest Relations Manager

Midway Station Apartment Homes / WE Communities
09.2020 - 04.2023

Assistant Manager

Hampton Inn & Suites
11.2002 - 08.2004

Office Manager

A&A Appliance, Inc.
09.2001 - 05.2020

Supervisor

Bestwestern Atrium Inn
06.2000 - 11.2002

High School Diploma -

Midland High School

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Jo Anna Lozano