Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Bernice Lugo

Cape Coral

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

9
9
years of professional experience

Work History

Warehouse Production Worker

Amazon
11.2023 - Current
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Managed time effectively to prioritize tasks and ensure all responsibilities were completed within designated timeframes, contributing to overall team success.
  • Reduced order processing time with accurate picking, packing, and shipping of products.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Consistently lifted materials weighing as much as 80 pounds.
  • Wrapped pallets in shrink wrap prior to loading.
  • Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.

Customer Service Representative

StubHub
08.2021 - 05.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Managed returns, exchanges and refunds in accordance with store policy.

Warehouse Worker

Young Living
06.2020 - 08.2021
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
  • Operated equipment while observing standard safety procedures.
  • Shipped material and performed boxing, packing, labeling, and preparation of related documents.
  • Unpacked and repacked items in different quantities and configurations for shipment.
  • Maintained clean, orderly work environment free of hazards.
  • Reduced order processing times with streamlined picking, packing, and shipping procedures.
  • Promoted a positive work environment by actively participating in team-building activities and taking initiative in group projects.

Customer Service Representative

GoHealth
10.2019 - 06.2020
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Increased customer satisfaction by addressing and resolving complex issues effectively.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
  • Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.
  • Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
  • Managed high volume of customer calls, maintaining calm and professional demeanor.

Collections Agent

Checkcity
01.2019 - 08.2019
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Counseled debtors on payment options and arranged installment agreements.

Customer Service Representative

Clear Satellite, Inc.
07.2016 - 12.2018
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
  • Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
  • Assisted call-in customers with questions and orders.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Cafe Rio
11.2015 - 07.2016
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
  • Prepared food items in compliance with recipes and portioning control guidelines.
  • Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.

Education

High School Diploma -

Timpview High School
Provo, UT
05-2016

Skills

  • Billingual (Spanish)
  • Loading and unloading
  • Order picking
  • Pallet jack handling
  • Stock replenishment
  • Problem-solving skills
  • Data entry
  • Customer service
  • Call center customer service
  • Verbal and written communication
  • Inbound phone calls
  • Call control
  • Complaint resolution
  • Appointment scheduling
  • Payment processing

Languages

Spanish
Professional Working

Timeline

Warehouse Production Worker

Amazon
11.2023 - Current

Customer Service Representative

StubHub
08.2021 - 05.2023

Warehouse Worker

Young Living
06.2020 - 08.2021

Customer Service Representative

GoHealth
10.2019 - 06.2020

Collections Agent

Checkcity
01.2019 - 08.2019

Customer Service Representative

Clear Satellite, Inc.
07.2016 - 12.2018

Customer Service Representative

Cafe Rio
11.2015 - 07.2016

High School Diploma -

Timpview High School

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Bernice Lugo