1. Nancy Lugo
2553 Shady Ridge Dr.
Bedford, Texas 76021
817-881-2676
Nancyl220@yahoo.com
Summary of Qualifications
______________________________________________________________________
Highly motivated customer support professional with 5 years specialization in collections
and corrections. Proven skills in team building, leadership with extensive experience in
data entry, customer service, and interpersonal skills. Experienced in negotiation and
conflict resolution, stress management critical thinking, and time and organization
management. Dependable and hardworking with a proficiency in English and Spanish.
Professional Experience
______________________________________________________________________
Con-Way Freight, 2005 to October 30, 2015
National Account Sr. Sales Support Specialist
Responsible for the administrative and customer support for all accounts. Maintain
email correspondence and provide timely resolution and response to inquiries.
Submitting, tracking and including follow-up of all pricing files (RFP’S) and
renegotiations. Filed expense reports in Concur. Coding and maintaining all national
accounts ( Processed account profile, pricing, additions and changes through CIS
requests.) Set up and participated in conference calls with clients and NAE. Entered
and maintained client and NAE notes in Salesforce CRM program. Ran and
manipulated reports generated in BI (Business Intelligence) and Salesforce for clients
and NAE. Maintained NAE’s calendar. I was responsible for my email box and my
National Executive’s email box. I backed up another Specialist when they were out.
Made calls and responded to emails on NAE’s behalf.
Prepare reports for National Account Executives sales calls. Perform other duties
requested by National Account Executive. Placed promotional goods orders for National
Account Executive through Ketera.
Customer Service Representative-Resolver
Analysis of billing, invoices and backup for accuracy.
Identify and submit requests for billing and mass pricing ruleset error corrections.
Maintain departmental productivity goals.
Inter-departmental communications including Account Executives, Managers, Collection
Department and Pricing Departments.
Process account profile additions & changes through CIS requests.

2. Collections Analyst
Built strong relationships with clients.
Handled customer disputes, issues, concerns and resolutions
Find key issues driving delinquency
Worked with National Account / Account Executives to bring resolution to accounts
Submitted corrections.
Audited Accounts.
Liaised with external clients via e-mail, phone, mail & fax.
IBM, 2005 (6 month Supplemental position)
Analyst and Support Assistant
Supported five Out of state Solution / Project Executives
Maintained calendars by scheduling & coordination meetings and appointments.
Created and filed expense reports.
Coordinated travel schedules, made reservations and itineraries.
Answered, screened and routed incoming calls to the proper people or took messages
when I judged the call required it.
Performed other general administrative duties as needed.
Neiman Marcus, September 2002-2005
Credit Representative – Collections 2003
Responsible for $328,969.75 in delinquent credit card balances.
Maintained a collection liquidation rate of 52% for my assigned accounts.
Located and contacted customers with delinquent accounts by various skip tracing tools
and methods.
Universal Bilingual Agent – 2002-2003
Credit Authorizations, Customer Service, Incircle Agent, Foreign account, Check
Referrals, I also performed as backup for supervisors and leads .I was responsible for
correspondence letters and set up of signature accounts. I evaluated new customer
account requests for background. Communicated and handled customer issues when
they arise.

3. IBM, 1989 – June 28, 2002
Service Business Manager – Printer Systems Div. 2001-2002
Identify and close IBM Sales and service efforts with Field managers, Customer
Engineers, Telesales, and Information Technology Specialist.
Collaborated with business partners, resellers and customers.
Promote IBM products through contracts, special bidding, TSA, LGA and customer
interaction.
Provide presentations to customers and IBM account team members.
Provide reporting to national and district managers.
Worked with software, hardware, services organizations and IBM business partners.
Participated in team territory account planning sessions. Worked to execute plan and
accountable for results with revenue quotas.
Software Account Manager, 200-2001
Identified and closed software opportunities with Software IT Specialists and IBM
business partners. Projected software revenue forecast for assigned territory. Achieved
revenue objectives.
Client Representative, 1998-1999
Identified, closed IBM sales opportunities with software, hardware, service organizations
with IBM business partners.
Participated in team territory account planning sessions. Worked to execute plan and
accountable for results with revenue quotas.
Service Delivery Agent / Operational; Support Coordinator, 1996-1998
Insured all customer contract levels were satisfactorily met. Opened and tracked
customer service requests and critical situations (CritSits). Coordinated engineering
changes/upgrades with product coordinators and specialists.
Customer service Coordinator / Administrative Assistant , 1989-1996
Handled incoming customer and customer engineer calls. Coordinated execution of
service requests with clients and IBM personnel.

4. Skills
IBM software: AIM | WebSphere | MQSeries | Data Management | Tivoli | Lotus
VM/PROFS
OASIS
Lotus Notes
Pro Track
OS/2
NDRS
NSS/CAD
SPIF
MSM
SIEBEL (CRM)
OMNotes
Lotus 1-2-3
WorkPro
Freelance
Microsoft Office Suite 2010
Salesforce (CRM)
Education
Northlake College, Irving, Texas, 1997
College of Human Resources, NY, NY 1980
IBM Software “Top Gun” Training