Kim Lozano

KIM P. LOZANO Residence: 54 Mahinhin St., Brgy. Dolores, Taytay, Rizal 1920 Mobile: - Email:- PROFILE SUMMARY: An individual in pursuit to be tenacious in the HR field where I can execute the skills and learning acquired from my experience and make an output that would be competitive for the business.; to be innovative for further process improvement. WORK EXPERIENCE/S: Retail Customer Support Associate Dec 2019 – Apr 2021 Quantrics Enterprises, Ltd. Taytay, Rizal • Maintaining a positive, empathetic, and professional attitude toward customers always. • Responding promptly to customer inquiries. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. • Knowing our products inside and out so that you can answer questions. • Processing orders, forms, applications, and requests. • Keeping records of customer interactions, transactions, comments, and complaints. • Communicating and coordinating with colleagues, as necessary. • Providing feedback on the efficiency of the customer service process. • Managing a team of junior customer service representatives. • Ensure customer satisfaction and provide professional customer support. Fraud Prevention Specialist Feb 2018 – Oct 2019 Concentrix Daksh Services Philippines Corporation (Concentrix) Quezon City, NCR • Monitors and performs fraud review for multiple channels of electronic money movement such as automatic teller machine deposits, third party money transfers, mobile deposits, and online bill pay transactions before funds are made available. • Uses fraud detection tools and reports to identify and assess potential fraudulent transactions; takes appropriate action, including escalating issues as necessary and communicating any trends to management. • Act as a first level escalation point for issues encountered by Fraud Prevention Support team members. • Contacting customers when necessary, to verify legitimate or fraudulent nature of transactions. • Answers routine to complex inquiries from customers, branches, and vendors. • Assists branches with suspicious items. • Serves as a senior resource to team members assisting with questions, issue resolution, and training. • Maintains detailed logs of personal prevention items and totals. • Performs other job-related duties or special projects as assigned. Outbound Sales Representative Dec 2016 – Jan 2018 Sitel Philippines Corporation Pasig City, NCR • Make calls to clients to learn and address their needs, complaints, or other issues with products or services. • Respond efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued. • Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. • Build lasting relationships with clients and other call center team members based on trust and reliability. • Utilize software, databases, scripts, and tools appropriately. • Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service. • Make sales or recommendations for products or services that may better suit client needs. • Take part in training and other learning opportunities to expand knowledge of the company and position. • Adhere to all company policies and procedures. • Assisting the TL on adhoc tasks if asked. EDUCATIONAL BACKGROUND: Tertiary Bachelor of Science in Information Technology ICCT Colleges Cainta 2015 (Undergraduate) Secondary High School Education Vicente Madrigal National High School Binangonan, Rizal Batch 2015 *** Character references can be available upon request ***