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Emil Luis Lozano

@emilglozano

Data-driven Support Lead & SME. Combines hands-on experience in troubleshooting and customer support, optimizing workflows, CSAT, and AHT.

Philippines

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What I'm looking for

Seeking to leverage 5+ years of customer support and leadership experience into an Executive Assistant or Customer Support role. I aim to streamline operations, support leadership, and deliver immediate value. My goal is to earn long-term career advancement by consistently exceeding performance goals and mastering new operational responsibilities.

Highly skilled and versatile Customer Support Specialist with over 5 years of experience spanning e-commerce, BPO, and technical support environments. Proven track record in managing diverse support channels, including chat, email, social media, and high-volume inbound phone operations. With a sharp focus on reducing repeat contacts and optimizing the overall customer experience. Equipped with a background in Tier 1–2 technical troubleshooting and a strong foundation in Information Technology, I excel at quickly diagnosing issues, managing workflows, and consistently meeting strict service standards. On top of my technical and frontline experience, I have a background in leading teams. In my leadership role, I’ve used data dashboards to track performance, coached agents to improve, and smoothed out workflows to boost overall team CSAT and performance. I thrive in fast-paced environments where customer experience, efficiency, and operational excellence matter. Passionate about building empowered support teams and delivering experiences that customers trust. Always open to connecting with leaders, CX professionals, and companies focused on elevating customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Lead

Current

VXI Global Solutions

Jun 2023 - Present (3 years)

Led and coached a 20–30-member support team through weekly performance reviews, QA audits, and skills calibrations while managing CSAT, AHT, QA, and productivity KPIs. Improved workflow efficiency and increased CSAT to 84% while partnering with Operations and WFM to maintain SLA adherence and support quality.

Customer Support Leadership KPIs Auditing Root Cause Analysis SLA Management CSAT Superset Dashboards Process Optimization

Customer Service Representative

Alorica Centris

Sep 2022 - Dec 2022 (3 months)

Handled high-volume inbound calls for billing, orders, payment arrangements, and account updates, processing customer requests efficiently. Maintained accurate customer account information and recommended products to reduce repeat calls.

Inbound Calls Billing Support Order Processing Customer Account Management Upselling Service Delivery Customer Retention

Technical Support Representative

Alorica Centris

Jun 2022 - Sep 2022 (3 months)

Provided Tier 1–2 troubleshooting for connectivity, modem setup, and network performance issues, and communicated outage updates and service alerts clearly to reduce repeat contacts. Resolved product, billing, and account-related technical inquiries through effective service request handling.

Network Troubleshooting Connectivity Issues

Chat Support Specialist

Gents Label Online Shop

Jun 2020 - Sep 2021 (1 year 3 months)

Managed multiple social media chat channels, resolving customer inquiries, product concerns, and order issues while training new agents on product knowledge and customer handling. Tracked daily sales and invoicing/fulfillment activities and reduced order disputes through proactive issue resolution.

Chat Support Social Media Customer Support Product Knowledge Order Management Invoicing