Angel Santana
Lakeland,FL
Summary
Self-motivated Senior Agent team member passionate about utilizing skills to maximize customer & New Agent retention. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Expert in correcting issues with little oversight and bringing more than 7 years' experience in National Call Center. Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns & Agent Development. Adept at balancing company objectives with customer desires. Level-headed and positive in every customer & Colleague interaction.
Overview
7
7
years of professional experience
Work History
Licensing & Credit Term Specialist
Southern Glazer's Wine and Spirits
Tampa, FL
08.2023 - Current
- Created training materials for new hires on the company's procedures and policies.
- Conducted regular meetings with staff to review progress and address any concerns.
- Participated in ongoing training and compliance activities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Senior Customer Advocate
Southern Glazer's Wine and Spirits
Tampa, FL
01.2022 - Current
- Proactively recommended changes based on consumer needs and market trends to grow company.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Implemented company processes to effectively resolve customer service issues.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Demonstrated in-depth knowledge of products, services and policies to coach team members.
- Assisted with recruiting and hiring perspective candidates.
- Set attainable daily, weekly and monthly goals and game plans.
Customer Advocate Specialist Credit Verification
Southern Glazer's Wine and Spirits
Tampa, FL
10.2019 - Current
- Researched problems with benefits, accounts and services with speed and accuracy.
- Engaged with customers and worked to resolve product and service issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Answered 30-40 daily phone calls to resolve 25-40 customer issues.
- Collaborated cross-functionally with sales, management and other departments to maintain effective operations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Account Receivables Specialist
Southern Glazer's Wine and Spirits
Lakeland, FL
05.2017 - 10.2019
- Prepared accurate financial reports each month by collecting, analyzing and summarizing account information.
- Maintained account books and accounting systems with accuracy by entering data precisely and proofreading.
- Verified items billed against items received and followed-up with vendors and employees to reconcile variances.
- Maintained accuracy when reviewing and reconciling general ledger.
- Maintained full compliance when executing and tracking bank reconciliations, A/P, invoicing, billing and collections.
Education
Some College (No Degree) - Business Administration
Polk State College Collegiate High School
Lakeland, FLSome College (No Degree) - Cyber Security
University of Central Florida
Orlando, FLSkills
- Resolving conflicts
- Customer services
- Standard Operating Procedure development
- Quality assurance calibrations
- High-energy attitude
- Call Center Operations Knowledge
- Inbound and Outbound Calling
- Job Skill Building
- Relationship Building
- Culture Builder
Timeline
Licensing & Credit Term Specialist
Southern Glazer's Wine and Spirits
08.2023 - Current
Senior Customer Advocate
Southern Glazer's Wine and Spirits
01.2022 - Current
Customer Advocate Specialist Credit Verification
Southern Glazer's Wine and Spirits
10.2019 - Current
Account Receivables Specialist
Southern Glazer's Wine and Spirits
05.2017 - 10.2019
Some College (No Degree) - Business Administration
Polk State College Collegiate High School
Some College (No Degree) - Cyber Security
University of Central Florida