Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Quote
Timeline
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Loredana Lugo

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
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
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
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, FL
06.2025

GED -

College of Southern Nevada
Las Vegas, NV
10.2015

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

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Loredana LugoSenior Lead