Ana Santana
Davenport,FL
Summary
Resourceful Customer Operations Specialist known for high productivity and efficient task completion. Skilled in customer relationship management, process optimization, and problem-solving. Excel in communication, teamwork, and adaptability to meet diverse client needs and enhance operational effectiveness.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Customer Operations Specialist
JX Logics
Royal Palm Beach, FL
02.2025 - Current
- Created reports detailing customer information such as account status, payment history, purchase patterns.
- Identified areas of improvement in current processes and procedures related to customer operations.
- Managed incoming requests from customers through multiple channels.
- Served as the primary contact for customer inquiries, guiding clients through their journey with professionalism and empathy.
- Assisted customers with product or service inquiries, troubleshooting, and technical support.
- Maintained accurate records of customer interactions and transactions within the company's database.
- Ensured that all queries were answered promptly and accurately while adhering to established policies and procedures.
- Followed up with customers after resolving their issues or inquiries to ensure complete satisfaction.
- Provided exemplary customer service by responding to customer emails and phone calls in a timely manner.
- Collected deposits or payments and arranged for billing.
- Contacted customers about potential service upgrades, new services and account changes.
Lead Pawnbroker
Empire Loan
Boston, MA
10.2005 - 12.2023
- Trained new employees on how to accurately evaluate merchandise for loans or purchases according to established criteria.
- Provided leadership, motivation and guidance to team members in order to achieve company goals.
- Maintained accurate records of all transactions including loan terms, interest rates and payments due dates.
- Monitored daily operations of the store including cash management, customer service, sales, inventory control, security systems and staff scheduling.
- Developed and implemented procedures to ensure compliance with regulations and laws governing pawnbroking.
- Managed collections efforts from delinquent accounts while minimizing losses due to non-payment.
- Created reports detailing daily activities including sales volumes, inventory levels and customer service metrics.
- Performed periodic audits of store merchandise to identify any discrepancies between physical count and computer records.
Customer Service Representative Manager
Waverly Development/ JDog Junk Removal LLC
Belmont, MA
01.2020 - 12.2022
- Trained new Customer Service Representatives on company protocols, products, and services.
- Managed logistics for junk removal operations, ensuring compliance with safety protocols.
- Led department and supported team leads with process and personnel needs.
- Assigned work and monitored performance of project personnel.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Created and managed budgets for travel, training, and team-building activities.
- Delegated work to staff, setting priorities and goals.
Education
Certified Medical Assistant (CMA) - Medical Assistant Training
Everest Institute
Brighton, MA 09.2010 - 09.2011
Associate of Arts - Business Administration
Bunker Hill Community College
Charlestown, MA 09.2008 - 09.2010
Skills
- Bilingual english/spanish
- Customer relationship management
- Data analysis
- Process improvement
- Route coordination/ scheduling
- Invoice tracking/ payment billing/ collections
- Strong interpersonal/ communications skills
- Call center experience
- Reporting and documentation
Timeline
Customer Operations Specialist
JX Logics
02.2025 - Current
Customer Service Representative Manager
Waverly Development/ JDog Junk Removal LLC
01.2020 - 12.2022
Certified Medical Assistant (CMA) - Medical Assistant Training
Everest Institute
09.2010 - 09.2011
Associate of Arts - Business Administration
Bunker Hill Community College
09.2008 - 09.2010
Lead Pawnbroker
Empire Loan
10.2005 - 12.2023
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