Open to opportunities

Lyuba Lozano

@lyubalozano

Message

Bilingual customer service representative delivering empathetic, high-volume support worldwide.

Colombia

Message

What I'm looking for

I’m open to remote work where I can deliver bilingual, empathetic customer support in high-volume environments, resolve escalations, and keep CRM records accurate—using strong communication, active listening, and CRM tools to improve customer satisfaction.

I’m a bilingual customer service professional with 4+ years of combined experience across customer-facing roles in Colombia, Australia, and the United States. I handle high-volume inbound and outbound communications, resolve escalated issues with empathy, and keep customer experiences consistently positive.

I’m experienced with CRM and ticketing workflows and digital communication channels, including Zendesk, Salesforce, HubSpot, Slack, and Freshdesk. I maintain detailed CRM records, collaborate to resolve complex cases efficiently, and support continuous improvement through accurate feedback and reporting.

Beyond support, I’ve worked in guest services, virtual assistance, and training—delivering structured sessions, creating technical manuals and educational documentation, and coordinating schedules and communications. I’m highly adaptable, detail-oriented, and fully equipped for remote work.

Experience

Work history, roles, and key accomplishments

Inspector & Technical Support

Magnex

Mar 2025 - Aug 2025 (5 months)

Communicated inspection findings and technical reports to project managers and clients, ensuring clarity and compliance with international standards. Coordinated teams to prioritize safety concerns and maintained audit-ready documentation for internal and external reviews.

Inspection Findings Communication Compliance Documentation Cross functional Coordination Client Communication

Event Staff Member

Gelato Messina

Sep 2023 - Jul 2024 (10 months)

Provided guest support during high-traffic, multicultural events, resolving issues on the spot to ensure satisfaction. Managed event order distribution and conducted post-event evaluations.

Conflict Resolution

NDT Training Professional

CIMA

Jul 2022 - Feb 2023 (7 months)

Delivered structured training to engineers and technicians, creating technical manuals and educational documentation. Coordinated training schedules, communications, and tracked participant progress.

training coordination Participant Tracking

Virtual Assistant

Óptica Selecta

Nov 2020 - Jun 2022 (1 year 7 months)

Managed daily client communications (phone, email, and messaging) for inquiries, complaints, and appointment scheduling. Improved booking accuracy by implementing quality checks and maintained precise client databases.

Messaging Appointment Scheduling Complaint Handling Quality Control Attention To Detail

Customer Service Representative

Atento

Dec 2019 - Nov 2020 (11 months)

Handled high volumes of inbound and escalated calls, achieving high first-call resolution rates. Maintained CRM records across bilingual client accounts and mentored junior team members to improve service consistency.

Inbound Calls Escalation Management First Call Resolution Active Listening Conflict Resolution Mentoring

Ride Operator & Guest Services

Hersheypark Entertainment

May 2019 - Aug 2019 (3 months)

Resolved high-volume guest concerns in a multicultural theme park, supporting international visitors. Collected and reported guest feedback to improve ongoing service quality.

Active Listening Conflict Resolution Professional communication