Catherine Lake
Swampscott
Overview
8
8
years of post-secondary education
7
7
years of professional experience
Work History
Administrative Liaison Intern
Mass General Brigham – Salem Hospital
05.2026 - Current
- Eliminated the Volunteer Services onboarding backlog through improved scheduling, applicant follow-up, and documentation workflows.
- Coordinated volunteer interviews, onboarding appointments, and training schedules using Volgistics and Microsoft Excel to streamline processes.
- Interviewed over 30 prospective volunteers and independently managed onboarding, successfully onboarding every volunteer within the department's 2–4 week goal.
- Designed and implemented 10+ operational guides, assignment-specific training manuals, orientation PowerPoint presentations, and educational resources.
- Developed standardized communication templates and onboarding resources adopted by the department.
- Facilitated education events for new and existing volunteers to enhance engagement and knowledge sharing.
- Worked independently after one week of training while managing volunteer communications, scheduling, and onboarding operations.
Caregiver
Cornerstone Caregiving
11.2025 - Current
- Provide care for three long-term clients with dementia, mobility limitations, and incontinence.
- Documented patient care and communicated effectively with physicians, nurses, and family members to ensure comprehensive support.
- Coordinated care plans and advocated for patient needs to enhance quality of care and support.
- Assisted with activities of daily living, prioritizing patient safety and dignity throughout care.
Internet Manager
Audi Peabody
09.2023 - 10.2025
- Managed 300+ daily customer interactions via phone, email, and text, responding to 15–30 new internet leads to enhance customer engagement.
- Maintained an 85% appointment show rate and 40% sales conversion rate.
- Scheduled 5–10 weekday, 20+ Saturday, and 10+ Sunday appointments, optimizing sales opportunities.
- Supervised follow-up activities for 12 sales consultants, ensuring timely and effective communication with potential clients.
- Trained new employees on CRM systems and customer communication.
- Utilized ELEAD, CDK, Roadster, Mastermind, Zoom, and Microsoft Excel.
Loan Servicing Representative (Temporary)
Digital Federal Credit Union (DCU)
04.2023 - 09.2023
- Facilitated loan servicing requests and account maintenance for members, ensuring timely resolution and satisfaction.
- Assisted members with loan servicing requests and account maintenance.
- Prepared payoff letters and loan documentation.
- Balanced cash drawers daily, ensuring accuracy and adherence to vault security procedures.
- Safeguarded confidential financial information, maintaining compliance with privacy regulations.
Business Development Center Specialist
Kelly Volkswagen
01.2021 - 08.2023
- Managed 150–200 follow-up leads daily, enhancing lead engagement and conversion potential.
- Scheduled 5–10 appointments daily, resulting in 5–7 completed showroom visits that contributed to sales.
- Maintained customer records using ELEAD and AutoAlert, ensuring accurate data for effective follow-up and service.
- Acknowledged by customers for providing professional service and timely responses.
Customer Service Representative
Acceptance Now
10.2019 - 12.2020
- Guided customers through financing applications and payment plans to enhance understanding and satisfaction.
- Executed cash, credit, debit, and check transactions accurately to ensure smooth financial operations.
- Processed cash, credit, debit, and check transactions.
- Handled delinquent accounts and achieved a 95% customer satisfaction rating through effective resolution strategies.
Education
Bachelor of Science - Healthcare Studies, Biology
Salem State University
Salem, MA 01.2025 - 08.2026
Associate of Science - Health Science
North Shore Community College
Danvers, MA 09.2019 - 05.2026
Skills
- Volgistics
- Microsoft Excel
- ELEAD
- CDK
- Roadster
- AutoAlert
- Mastermind
- Word
- PowerPoint
- Outlook
- Teams
- Administrative coordination
- Database maintenance
- Data organization
- Appointment scheduling
- Calendar management
- Task prioritization
- Customer engagement
- Team collaboration
- Conflict resolution
Honors And Awards
- Wellpoint Healthcare Scholarship Recipient
- Dean's List – Every Semester at Salem State University
Leadership Experience
- Wellpoint Healthcare Scholarship Recipient
- Dean's List – Every Semester at Salem State University
Timeline
Administrative Liaison Intern
Mass General Brigham – Salem Hospital
05.2026 - Current
Caregiver
Cornerstone Caregiving
11.2025 - Current
Bachelor of Science - Healthcare Studies, Biology
Salem State University
01.2025 - 08.2026
Internet Manager
Audi Peabody
09.2023 - 10.2025
Loan Servicing Representative (Temporary)
Digital Federal Credit Union (DCU)
04.2023 - 09.2023
Business Development Center Specialist
Kelly Volkswagen
01.2021 - 08.2023
Customer Service Representative
Acceptance Now
10.2019 - 12.2020
Associate of Science - Health Science
North Shore Community College
09.2019 - 05.2026