Fernanda Lugo

• Manage and maintain customer records in CRM systems, ensuring accurate documentation of account updates, billing changes, and service activity
• Perform high-volume data entry and validation across multiple internal platforms, auditing records for accuracy and completeness
• Track open cases, escalations, and follow-ups through resolution, ensuring timely closure and adherence to defined workflows
• Communicate professionally with customers and internal teams via CRM notes, system documentation, and email correspondence
• Serve as acting supervisor, overseeing daily operational workflows, task prioritization, and opening/closing compliance
• Train and onboard new hires on CRM navigation, documentation standards, and process adherence

• Executed process-driven, high-accuracy operational tasks in a fast-paced fulfillment environment
• Followed strict standard operating procedures (SOPs) to meet productivity, quality, and compliance benchmarks
• Managed package tracking, staging, and routing to support operational accuracy and on-time delivery

• Acted as Manager on Duty, overseeing daily operations, compliance checklists, and task execution
• Trained team members on standardized workflows, system usage, and customer service documentation
• Supported accurate transaction processing and operational tracking

● Supported sales floor operations in a fast-paced retail environment

● Replenished inventory and maintained organized stockroom workflows

● Processed customer transactions and ensured accurate pricing and ticketing