Summary
Overview
Work History
Skills
Timeline
Generic

Anjelica Santana

Griffith,IN

Summary

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Overview

6
6
years of professional experience

Work History

Senior COE Specialist II

Uber Technologies, Inc
03.2024 - Current
  • Managed driver information such as contact information, banking information and trip information
  • Followed-through on all critical escalations to increase customer retention rates.
  • Responded to driver inquiries, offering excellent support and tailored recommendations to address needs, while demonstrating a deep sense of empathy.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Customer Service Associate

Superior Ambulance
06.2023 - 03.2024
  • Completed in-bound phone calls from medical facilities and entered highly sensitive information efficiently and accurately, ensuring HIPAA laws were consistently followed
  • Scheduled ambulances and wheelchair vans
  • Dispatched 911 ambulances by accurately deciphering the dispatching board and making a calculated decision
  • Completed out-bound phone calls to medical facilities when estimated time of arrival needs to be updated
  • Escalated customer complaints to the appropriate team

Shift Supervisor

Starbucks
08.2019 - 05.2023
  • Resolved customer complaints and issues and offered both thoughtful and creative solutions to maintain customer satisfaction
  • Completed store opening and closing procedures and balanced tills
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
  • Assisted store management with meeting standards of service and quality in daily operations
  • Conducted routine inspections of incoming materials to check quality and compliance with established product specifications

Skills

  • Account management
  • Scheduling and Coordinating
  • Negotiation and Conflict Resolution
  • Proficient in Bliss and Jira
  • In/Out-Bound Phone Etiquette
  • People Managing
  • Policies & Protocols
  • Stakeholder engagement
  • Coaching and mentoring
  • Documentation and reporting

Timeline

Senior COE Specialist II

Uber Technologies, Inc
03.2024 - Current

Customer Service Associate

Superior Ambulance
06.2023 - 03.2024

Shift Supervisor

Starbucks
08.2019 - 05.2023

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