Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Catherine Lugo

Nashville

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build trust and loyalty.

Overview

10
10
years of professional experience

Work History

Phone Representative

Complex Care Solutions
05.2025 - Current
  • Medical scheduler on behalf of insurance companies.
  • Busy outbound call center with 200+ calls daily.
  • Perform intake tasks, update CRM, create patient notes, handle NP logistics.
  • Utilize active listening, empathy, and de-escalation tactics when necessary.
  • Maintain efficient and effective call handle time.
  • High schedule rate.
  • Trusted with sensitive personal health information. HIPPA compliant.

Bar Supervisor

Hilton Garden Inn
07.2021 - Current
  • Build positive guest relationships resulting in high guest retention.
  • Collaborate with cross functional teams to create customized experiences for guests.
  • Develop new promotional opportunities keeping interest resulting in sales drive
  • Maintained inventory spirits, beer and wine.
  • Multitask with front and back of house.
  • Strong rapport with team and guests creating a welcoming atmosphere for all.

Sales Representative

CorpExec Partners
01.2021 - 03.2023
  • Expanded customer base through cold calling, networking, and relationship building.
  • Maintained current knowledge of evolving changes in marketplace.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Track, identify, add qualified prospects to sales pipeline.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Bar Manager

Coastal Restaurant Corp.
04.2015 - 04.2020
  • Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
  • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies.
  • Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Developed unique events and special promotions to drive sales.

Education

Property And Casualty Insurance.

Pearson Vue
Nashville, TN
02-2025

Aesthetics

Palomar Institute of Cosmetology
San Marcos, Ca
06-1998

Skills

  • Customer service
  • Complaint handling
  • De-escalation techniques
  • Goal oriented
  • Calm disposition
  • Proficient in Microsoft, CRM
  • Inbound/outbound calls
  • Empathetic
  • Active listener
  • Script adherence
  • Attention to details
  • Relationship building

Interests

Yoga, hiking, adventures with my dog, travel, anything ocean related, cooking, podcasts

Timeline

Phone Representative

Complex Care Solutions
05.2025 - Current

Bar Supervisor

Hilton Garden Inn
07.2021 - Current

Sales Representative

CorpExec Partners
01.2021 - 03.2023

Bar Manager

Coastal Restaurant Corp.
04.2015 - 04.2020

Property And Casualty Insurance.

Pearson Vue

Aesthetics

Palomar Institute of Cosmetology

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Catherine Lugo