Kassandra Lugo
Glendale,AZ
Summary
A dedicated service professional with strong background in coordinating and managing service operations. Known for driving efficiency and enhancing customer experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization.
Overview
9
9
years of professional experience
Work History
Service Coordinator
BrightStar Care
Scottsdale, AZ
06.2023 - Current
- Served as a primary point of contact for clients and field staff addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Oversaw numerous client inquiries, managerial tasks, and new referrals with timely execution.
- Maintained accurate records of all service activities, facilitating smooth communication between clients, field staff and management.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Perform on-call duties outside of the typical work day during assigned on-call periods
- Oversaw the scheduling and dispatching of field nurses, maximizing efficiency and minimizing delays in patient care
- Streamlined service coordination processes for improved team productivity and response times.
- Implemented effective scheduling systems, streamlining processes and ensuring better patient outcomes.
- Oversaw field staff encompassing RNs, phlebotomists, and home technicians to ensure efficient month-to-month scheduling. As well as week to week scheduling for RNs case managing for the region Mesa, Gilbert, Scottsdale and West Valley
- Managed the supplies in depo ensuring supplies were always available for field staff
- Oversaw fleet vehicles, managing gas cards and cleaning routines for patient transport.
- Assisted in supervising in home techs to ensure they were following proper procedures
Operations Manager
CVS
01.2018 - 09.2024
- Assisted recruitment efforts and training of new hires
- Monitored current employee productivity
- Ensured there was a neat and attractive sales environment and setup visual displays
- Handled work logs and employee files
- Provided optimal assistance to the store manager and handled a variety of tasks
- Opened and closed store
- Assisted in maintaining the cash safe
Cashier/Customer Service Booth Clerk
Fry’s
01.2017 - 01.2018
- Answer the phones
- Maintain knowledge of weekly ads, advertised specials and other promotions
- Consistently deal with customer requests and issues, helping the store receive a high customer satisfaction rate
- Carried out all transactions at the service desk including western union transactions, lottery, checks, refunds or exchanges
- Greeted all customers in a friendly, polite manner at all times
Receptionist
Alexis Marie Baca Photography Studio
01.2016 - 01.2017
- Served as a primary point of contact for clients and field staff addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Oversaw numerous client inquiries, managerial tasks, and new referrals with timely execution.
- Maintained accurate records of all service activities, facilitating smooth communication between clients, field staff and management.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Perform on-call duties outside of the typical work day during assigned on-call periods
- Oversaw the scheduling and dispatching of field nurses, maximizing efficiency and minimizing delays in patient care
- Streamlined service coordination processes for improved team productivity and response times.
- Implemented effective scheduling systems, streamlining processes and ensuring better patient outcomes.
- Oversaw field staff encompassing RNs, phlebotomists, and home technicians to ensure efficient month-to-month scheduling. As well as week to week scheduling for RNs case managing for the region Mesa, Gilbert, Scottsdale and West Valley
- Managed the supplies in depo ensuring supplies were always available for field staff
- Oversaw fleet vehicles, managing gas cards and cleaning routines for patient transport.
- Assisted in supervising in home techs to ensure they were following proper procedures
Education
GED -
Rio Solado
Phoenix, AZ06.2022
Skills
- General Management
- Good analytical and planning skills
- Good Accuracy and attention to details
- Excellent problem analysis
- Excellent judgement according to the situation
- Excellent interpersonal communication skills
- Telephone communication
- Accurate recordkeeping
- Proficiency in office programs
Timeline
Service Coordinator
BrightStar Care
06.2023 - Current
Operations Manager
CVS
01.2018 - 09.2024
Cashier/Customer Service Booth Clerk
Fry’s
01.2017 - 01.2018
Receptionist
Alexis Marie Baca Photography Studio
01.2016 - 01.2017
GED -
Rio Solado