Edith Lozano
Loganville
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
13
13
years of professional experience
Work History
Customer Relations Sr. Specialist
CVS HEALTH CORPORATION
Loganville
04.2024 - Current
- Resolved conflicts between team members or departments in an efficient manner.
- Prepared presentations outlining project goals, timelines, budgets.
- Investigated complaints related to non-compliance issues.
- Reviewed company policies against best practices to better understand level of compliance.
- Maintained detailed database of compliance data, activities and actions taken.
- Facilitated the investigation of compliance breaches and the implementation of disciplinary measures.
- Produced reports outlining assessments completed and follow-up recommendations.
- Maintained records of all activities related to corporate compliance including documents, reports, emails.
- Analyzed data to identify potential areas of compliance risk and recommend improvements.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Assisted with the development of risk management strategies to ensure ongoing compliance.
Technical Support Representative
Asurion
02.2019 - 04.2022
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
District Manager
Metro By T-Mobile
02.2012 - 01.2019
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Enhanced company reputation through community involvement, developing partnerships with local organizations and participating in charitable events.
- Implemented inventory control measures to minimize waste and optimize product availability, ensuring optimal stock levels across all locations.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.
- Collaborated with senior management on strategic planning initiatives aimed at maximizing profitability while maintaining high standards of quality across the district.
- Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations.
Education
High School Diploma -
Cypress Creek High School
Orlando, FL05.2006
Skills
- Desktop Support
- Technical Support
- Customer Service Expert
- Microsoft Outlook
- Account Management
- Customer Success Management
- Call Management
- User Training
- Call Center Operations
- Product and Service Knowledge
- Customer Satisfaction
- Sales Techniques
- Technical Troubleshooting
- Adaptability
- Attention to Detail
- Remote Support
- Active Listening
- Problem Solving
- Time Management
- Mobile Device Repair
- Conflict resolution
- Compliance investigation
- Data analysis
- Report generation
- Risk management
- Employee training
Languages
Bilingual/Fluent in English, and Spanish.
Timeline
Customer Relations Sr. Specialist
CVS HEALTH CORPORATION
04.2024 - Current
Technical Support Representative
Asurion
02.2019 - 04.2022
District Manager
Metro By T-Mobile
02.2012 - 01.2019
High School Diploma -
Cypress Creek High School