Tricia Lozano

Customer Service Representative with 4 years of experience providing high-quality support across calls, chat, and email channels. Experienced in handling retail, gaming, and healthcare accounts, resolving customer concerns, and managing escalated cases such as order cancellations, tracking requests, and return processing. Promoted to Senior Customer Service Representative and Subject Matter Expert (SME) for strong problem-solving skills and ability to handle complex customer issues while maintaining high customer satisfaction.

Skilled in escalation management, ticket handling, written communication, and delivering efficient customer-focused solutions in fast-paced environments.

Senior Customer Service Representative at Friday Plans (2026-01 – Present)

Senior Customer Service Representative responsible for assisting customers with subscriptions and orders, processing refunds and reshipments, and identifying customer needs to create seamless support journeys.

• Assist customers with their subscriptions and orders by providing accurate, timely, and friendly service that builds trust and satisfaction
• Process refunds, reshipments, and complaints with fairness and efficiency, ensuring a smooth and positive resolution experience
• Identify customer needs, suggest solutions, and create a seamless support journey that encourages repeat business and long-term relationships

Email Representative at Reliasourcing (2024-01 – 2026-01)

Email Representative providing written assistance to gaming players, handling inquiries and account issues while maintaining high CSAT scores.

• Provided written assistance to players through email, ensuring clear communication, empathy, and accurate resolution of gaming-related concerns
• Handled player inquiries, account issues, and gameplay-related concerns, delivering timely and professional support
• Identified recurring player issues and shared insights with the team to help improve processes and overall player experience
• Recognized for maintaining high CSAT scores, strong attention to detail, and consistent adherence to company policies and service standards

Subject Matter Expert at Concentrix (2024-04 – 2024-12)

Subject Matter Expert acting as main point of contact for process-related questions, providing coaching and guidance to team members.

• Acted as the main point of contact for process-related questions, providing coaching and guidance to team members on tools, procedures, and best practices
• Assisted teammates in resolving complex customer concerns by offering expert support and ensuring proper use of systems and processes
• Analyzed and improved existing processes to maintain high service standards, increase efficiency, and enhance overall customer satisfaction

Customer Service Representative at Concentrix (2022-01 – 2024-01)

Customer Service Representative delivering exceptional support via multiple channels and managing end-to-end order processing.

• Delivered exceptional customer support via phone, email, and live chat by addressing inquiries and resolving issues with personalized solutions
• Managed end-to-end order processing to ensure accuracy, efficiency, and timely delivery

Bachelor of Science in Psychology – St. Dominic College of Asia (2018-01 – 2023-01)

Senior High School – University of Perpetual Help System Dalta - Molino Campus (2016-01 – 2018-01)