Lorena Nuño

I’m a bilingual (Spanish/English) customer service and operations professional with over 3 years of progressive experience at CCSI. I’ve been consistently promoted for performance, reliability, and subject-matter expertise—from Customer Service Representative to Premier Tier and then Department Support.

In my current Department Support Specialist role, I lead support for the CTC-Go mobile application, resolving app and account issues with a high first-contact resolution rate. I manage a dedicated CTC-Go support line and handle complex, high-volume member inquiries efficiently while keeping service quality strong under pressure.

I also own key back-office and operational workflows, including reviewing and accepting 100% of app-generated reservations to ensure accuracy and policy compliance. I process CCAH transit bus pass and mileage reimbursement reservations with zero documentation errors, submit and track IT support tickets to full resolution, and maintain detailed case documentation to improve audit readiness and consistency.

Earlier, as a Premier Tier Support Agent, I managed escalated and high-priority cases that required cross-department coordination, while serving as a go-to resource for CSR-level agents. Across my roles, I’m known for accuracy, strong follow-through, and advanced troubleshooting that delivers measurable results.