Loredana Lugo
Senior Lead
Las Vegas,NV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Self-assured professional with the desire to be challenged on the job. Pursuing a position as an an Online Chat Specialist/email/ where dynamic communication skills can be utilized.
Overview
18
18
years of professional experience
Work History
Customer Service Representative/ Work From Home
PNC Bank
Work From Home/Las Vegas, NV
09.2022 - Current
- Answering questions about account types and banking products, such as CDs, money market accounts, loans and credit cards.
- Checking status of customer accounts and track checks and payments.
- Reviewing and explaining account charges.
- Assisting banking customers who are victims of fraud, theft or identity theft.
- Assisting customers with replacing lost or stolen credit or debit cards.
- Assisting with demographic changes.
- Promptly responded to inquiries and requests from prospective customers.
- Using company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Senior Lead Learning Coach/Work From Home
Williams Sonoma Inc
Work From Home/ Lss Vegas, NV
09.2019 - 02.2022
- Monitored time and attendance through associate spot checks.
- Monitored associate phone calls, de escalate customer complaints, mentor new hires.
- Managed departmental adherence to policy and procedures.
- Audited associate progression between module completions.
- Proctored classes(100 students) when needed and document associate performance.
- Communicated effectively through various sources (ex: Skype, e-mail, phone, meeting space).
- Reported and presented class completion feedback to stakeholders when requested.
- Complete other duties as assigned.
- Planned/Scheduled/ Labor Tracking.
- Created SSOPs, Work Instructions.
- Taught students remotely via pre-recorded and live video sessions.
- Updated required logs and student documentation to keep records accurate and current.
- Coached and mentored junior tutors on successful teaching strategies and time management.
- Tutored struggling, average and advanced students in module course materials.
Sales Associate
Mandalay Bay
11.2018 - 08.2019
- Assisted guests with their needs and drive sales
- Maintained clean and safe environment and ensured product replenishment from stockroom to guarantee guest's ease of shopping
- Owned guests experience and reported any opportunities for improvement to Retail.
- Followed all Retail, POS and cash handling procedures.
Uber Contractor
Uber
08.2016 - 07.2019
- Managed work schedule, maintained vehicle to high standards
- Customer service, safe rides, highly rated driver at 4.97( out of 5*).
- Ensured safety of passengers and completed all trip safely.
- Assisted passengers in embarking and disembarking.
- Assisted with loading and unloading luggage
- Chose best routes to destination by using maps and GPS.
Owner/Operator
Too Busy To Clean
03.2016 - 05.2017
- Managed website.
- Managed work schedule, payroll and time off for employees.
- Guaranteed client deposit refund on move-out inspections for rented/ leased accommodations.
- Maintained accountability and safe guarding of client's keys and gate codes.
Manager
Bun-D
Craughton
03.2012 - 10.2014
- Responsible for placing supply orders and managing employee work schedule
- Trained and supervised employees(3) in proper food service techniques, proper customer service interactions and ensured customers were satisfied with their experience.
- Create and managed store loyalty programs, including obtaining loyalty cards for customers.
- Opened and closed store, verified and deposited daily receipts, operated cash register.
- Ensured serviceability of equipment and maintained inspection standards
- Ensured compliance with OSHA rules and regulations, including record keeping and ensured compliance with USAF food and safety regulations.
Retail Sales Associate
Loite LLC
05.2003 - 05.2011
- Interacted with customers
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Running reports, set displays, operate electronic registers, electronic scanning devices, in store intercom and phones.
Education
Associate of Science - Paralegal
Santa Fe College
Keystone Heights, FL06.2025
GED -
College of Southern Nevada
Las Vegas, NV10.2015
Skills
- Senior Leadership Support
- Microsoft PowerPoint, Adobe classroom, Excel
- Spirit,Avaya,Catch,Edge Console, Zoom,
- Microsoft Excel, Microsoft Word, Microsoft Teams
- Account Management
- Staff Training
- Customer Data Confidentiality
- Critical Thinking
- Strong Telephone Etiquette
- Fraud Prevention and Detection
- Call Center Operations
- High-Volume Environments
- Operational Efficiency
- Website Navigation
- Data Systems
- Online Chat
- Technical Support and Assistance
- Policy and Procedure Adherence
Languages
Romanian
Native or Bilingual
Greek
Full Professional
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Representative/ Work From Home
PNC Bank
09.2022 - Current
Senior Lead Learning Coach/Work From Home
Williams Sonoma Inc
09.2019 - 02.2022
Sales Associate
Mandalay Bay
11.2018 - 08.2019
Uber Contractor
Uber
08.2016 - 07.2019
Owner/Operator
Too Busy To Clean
03.2016 - 05.2017
Manager
Bun-D
03.2012 - 10.2014
Retail Sales Associate
Loite LLC
05.2003 - 05.2011
Associate of Science - Paralegal
Santa Fe College
GED -
College of Southern Nevada