Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Maria Lugo

Orlando,FL

Summary

Customer-focused professional with 4+ years of experience in customer support, service delivery, and operations, including 1+ years in people management. Adept at resolving complex issues with resiliency and empathy, ensuring a positive customer experience. A self-motivated independent worker with a proactive mindset, strong communication skills, and a passion for process improvement. Thrives in collaborative environments, effectively engaging with cross-functional teams to enhance service quality and efficiency.

Overview

6
6
years of professional experience

Work History

E-Commerce Manager

Tomaida, Inc.
12.2020 - Current
  • Led and managed a customer operations team, providing coaching and performance feedback to drive engagement and efficiency.
  • Delivered high-quality customer support, ensuring resolution of complex inquiries while maintaining brand voice and tone.
  • Demonstrated resiliency in handling challenging interactions, adapting to uncertainty, and implementing problem-solving strategies.
  • Actively contributed to process improvements, identifying opportunities to enhance customer satisfaction and service efficiency.
  • Collaborated across teams to streamline workflows, improve communication, and support business objectives.
  • Managed inventory control processes for seamless order fulfillment and customer satisfaction.
  • Analyzed sales trends, identifying opportunities for growth and proactively addressing underperforming categories or products.
  • Supervised a team of e-commerce specialists, providing guidance and performance feedback to foster professional development.
  • Coordinated closely with customer service representatives to address inquiries promptly and effectively resolve issues related to online purchases.

Specialist (Supervisor)

Nike Factory Store
12.2018 - 12.2020
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient delivery
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Restructured customer service process, ensuring quicker response times.
  • Assisted in developing strategic plan that aligned with long-term company goals.
  • Provided exceptional customer service, resolving complaints with a solutions-oriented and empathetic approach.
  • Maintained high attention to detail in written and verbal communication, ensuring consistency in brand messaging.
  • Developed a strong ability to work independently, executing tasks effectively without supervision.

Education

Nuestra Señora De Lourdes
Valencia, Venezuela
07.2014

Skills

    Customer Support & Service Delivery

    People Management & Team Leadership

    Conflict Resolution & Customer Empathy

    Process Improvement & Innovation

    Cross-Team Communication & Collaboration

    Strong Written & Verbal Communication

Accomplishments


Helped elevate service in the store, raising OSAT (service) score from a 1% response rate to 6%.

Oversaw a department that created over 26 million dollars in sales over a fiscal year. (07/2019 - 06/2020)

Recognized for exceptional communication skills, ensuring clear and effective interactions across multiple teams and levels.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Limited Working

Timeline

E-Commerce Manager

Tomaida, Inc.
12.2020 - Current

Specialist (Supervisor)

Nike Factory Store
12.2018 - 12.2020

Nuestra Señora De Lourdes

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Maria Lugo