At The Lozano Law Firm, I led daily intake operations, coached Intake Specialists, and monitored KPIs as they moved prospective clients toward paid legal consultations. I improved workflows across Lawmatics, RingCentral, CallRail, and Microsoft Teams, and developed scripts, discovery questions, and training materials.
Earlier, I worked in sales, customer care, retention, quality assurance, and training at Global Telesourcing, American Airlines Inc., Sutherland Global Services, and Teleperformance – AT&T. I handled customer inquiries and sales, reviewed calls, and supported agent coaching and new-hire training.
