Yoga, hiking, adventures with my dog, travel, anything ocean related, cooking, podcasts
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
Nashville, TN
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
Nashville, TN
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
Nashville, TN
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.
San Diego, CA
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
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