Mauricio Lozano
@mauriciolozano
Virtual Assistant skilled in customer support, case resolution, and data mining, delivering efficient remote administrative operations.
ColombiaWhat I'm looking for
I’m a highly motivated Virtual Assistant with over 10 years of customer service experience, including an Amazon SDS Resolution Specialist role, and 15+ years as an English teacher. I manage complex cases with accuracy and empathy, communicate clearly with diverse clients, and work independently with strong analytical thinking and problem-solving.
I’ve also served as an SME and advisor for new hires, conducted data mining to support decision-making, and trained peers. With 5 years as an English Dept. Coordinator managing teams, schedules, and conflict resolution, I’m ready to provide efficient, high-quality administrative and operational support remotely.
Experience
Work history, roles, and key accomplishments
Resolved complex customer cases with high accuracy and empathy while meeting or exceeding performance standards. Served as an SME and advisor to new hires, and performed data mining to support case resolution and decision-making.
Amazon SDS Resolution Specialist
Amazon
Jun 2022 - Present (3 years 10 months)
Resolved complex customer cases with accuracy and empathy while meeting or exceeding performance standards. Served as an SME advisor and performed data mining to support case resolution.
Virtual English Instructor
Berlitz SA
Jan 2019 - May 2022 (3 years 4 months)
Delivered virtual one-on-one and group English classes, leveraging online communication tools to maintain effective remote engagement.
Delivered virtual one-on-one and group English classes, using online communication tools to maintain strong remote engagement. Adapted teaching delivery to support clear communication with diverse learners.
English Teacher
Fundación Universitaria Del Valle (Univalle)
Jan 2017 - Jan 2018 (1 year)
Designed and evaluated formative projects, ensuring clear goal setting and progress tracking for students.
English Teacher
Universidad Del Valle
Jan 2017 - Jan 2018 (1 year)
Designed and evaluated formative projects, ensuring clear goal setting and progress tracking. Supported structured learning by aligning activities with defined educational outcomes.
English Department Coordinator
Unspecified
Coordinated a team of teachers by scheduling classes, resolving conflicts, and ensuring operational efficiency across the department.
Education
Degrees, certifications, and relevant coursework
Servicio Nacional de Aprendizaje (SENA)
International Commerce Technician (Técnico en Comercio Internacional), International Commerce
2020 - 2020
Completed an International Commerce Technician program at SENA in 2020.
Servicio Nacional de Aprendizaje (SENA)
Pedagogical Tools for Design, Execution & Evaluation (SENA), Education / Pedagogy
2011 - 2011
Completed training on pedagogical tools for designing, executing, and evaluating training materials through SENA.
SENA
International Commerce Technician, International Commerce
2020 -
Completed the International Commerce Technician (Técnico en Comercio Internacional) program at SENA in 2020.
Servicio Nacional de Aprendizaje (SENA)
Basic Pedagogy for Professional Training Guidance (SENA), Education / Pedagogy
2011 - 2011
Completed training focused on basic pedagogy for professional training guidance through SENA.
SENA
Pedagogical Tools for Design, Execution & Evaluation, Education / Training Design
2011 -
Completed training on Pedagogical Tools for Design, Execution & Evaluation of SENA Training Projects in 2011.
SENA
Basic Pedagogy for Professional Training Guidance, Education / Pedagogy
2011 -
Completed training on Basic Pedagogy for Professional Training Guidance in 2011.
North East High School
High School Diploma, General Education
1997 -
Earned a High School Diploma from North East High School in Florida in 1997.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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