Luis Lorenzo

Customer service and operations professional with experience in call center support, security operations, team training, and fast-paced work environments. Strong communication, problem-solving, and leadership skills with the ability to manage customer inquiries, maintain organization, and support team goals. Experienced handling high-volume interactions, conflict resolution, and administrative support while maintaining professionalism and efficiency.

CSR at Capitol Bridge (FEMA) (2023-06 – 2025-10)

• Assisted customers through inbound calls regarding FEMA cases, applications, and documentation updates.
• Reviewed and updated customer files while providing accurate information and support.
• Maintained professionalism and empathy while handling high call volumes and sensitive situations.
• Demonstrated strong communication, multitasking, and data entry skills in a fast-paced call center environment.

Security Guard at American Ranger (2020-04 – 2022-06)

• Monitored facilities and secured property to maintain a safe environment.
• Controlled access points and managed large crowds during events and high-traffic situations.
• Conducted perimeter inspections and reported suspicious activity when necessary.

Trainer at Pollo Tropical (2017-05 – 2020-03)

• Helped maintain efficient team operations during busy shifts and peak hours.
• Demonstrated leadership, teamwork, and time management skills in a fast-paced environment.
• Trained and supported new employees on company procedures and customer service standards.

Accounting Associate in Accounting – InterAmerican University of Aguadilla

High School Diploma – Youth Challenge Academy (2015)