Adrian Lobo

Dedicated and results-driven professional with over 15 years of experience in customer service, technical support, and leadership roles across multinational companies. Skilled in leading high-performing teams, driving process improvements through Kaizen initiatives, and delivering outstanding customer experiences. Strong background in Microsoft cloud technologies, IT support, and project management, with proven ability to optimize workflows, enhance team performance, and achieve business objectives.

Customer Service Lead at Thermo Fisher Scientific (2024-11 – Present)

• Supervised customer service operations ensuring compliance with company quality standards.
• Led and coached a team to improve customer experience and meet KPIs.
• Implemented efficiency strategies that reduced response times and increased customer satisfaction.

Technical Lead at Tek-Experts (2020-02 – 2023-12)

• Provided technical support for Microsoft cloud products and services, including Azure and Microsoft Intune.
• Supervised and mentored a team of support engineers, improving resolution times and knowledge sharing.
• Drove Kaizen process improvement initiatives that optimized workflows and enhanced productivity.
• Collaborated with cross-functional teams to resolve complex escalations and improve service delivery.

Technical Support Agent at Dell Costa Rica (2019-11 – 2020-02)

• Delivered Tier 1 technical support for Dell products, troubleshooting hardware and software issues on Alienware computers.
• Ensured customer satisfaction by providing clear, efficient, and empathetic resolutions.

Travel Agent at Carlson Wagonlit Travel (CWT) (2017-06 – 2019-11)

• Managed travel bookings, ticketing, and itinerary planning for corporate clients.
• Provided tailored customer service ensuring compliance with travel policies.

Customer Service Representative at National Instruments (2016-01 – 2017-02)

• Supported clients with account management, billing, and product information requests.
• Improved first-call resolution rates by developing product knowledge resources.

Audible Tech Lead / Customer Service Supervisor at Amazon Costa Rica (2009-05 – 2015-11)

• Supervised customer service teams supporting Amazon Audible clients.
• Trained and mentored agents, boosting team knowledge and performance metrics.
• Coordinated with global teams to resolve escalations and implement operational improvements.

Floor Supervisor at Millenium Sports (2002-11 – 2009-04)

• Oversaw daily store operations and supervised staff.
• Improved sales strategies and enhanced customer experience on the sales floor.

Certificate in Azure Fundamentals – UCR (2024)

Certification in CCNA (Module 4 Completed) – UCR (2021)

Certificate in IT Essentials – UCR (2018)

High School Diploma – Open Education (2016)

Certificate in Advanced English – Instituto Bilingüe Costarricense (1995)