ANNA GRACE SANTOS
Crandall,TX
Summary
With over 9 years of experience in providing polished, professional customer service support within fast-paced call center environments for financial and telecommunication accounts, I have developed a deep expertise in fostering strategic relationships and partnerships.
My unwavering commitment to customer satisfaction allows me to resolve complex issues effectively, build lasting relationships, and earn customer loyalty.
In addition to my customer service expertise, I bring experience as an event and wedding planner, with a keen eye for detail and coordination. As an artist and singer, I possess a creative mindset, and as a Flex-Trainer, I excel in adapting to various roles and training needs, ensuring teams and clients succeed in any environment.
Overview
15
15
years of professional experience
Work History
Event Planner/Coordinator
Island Premiere Music and Events
05.2015 - Current
- Manage event Budget, establish a budget, and keep track of vendor payment schedule
- Day of Coordination and arranging site tours
- Unlimited consultation meetings via phone and email
- Suggest and check the availability of vendors and venues
- Negotiate and review each vendor contract
- Event Design Management and Event Supervision
- Schedule all appointments
- Ongoing communication with vendors
- Provide venue layout and assist with the guest list and seating arrangements
- Preparation of timeline
- Direct vendors and oversee set up and take down on the day of the event
- Confirm all contracted vendors one week prior to the event date
- Finalize event details on onsite meetings
- RSVP Management
Senior Operations Representative
Sykes Asia Inc.
02.2014 - 07.2014
- Company Overview: Financial Account (Ameriprise) Contractor
- Contributor in team efforts goal to meet passing and high quality scores
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
- Handles customer account inquiries and help resolve problems
- Used LEAD Techniques that helps explain the process and policies to customers
- Act as a frontline associate representing the company and take inbound calls
- Helped the company to attain the highest customer service ratings (determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
- Managed a high-volume work load within a deadline-driven environment
- Resolved over 85% customer inquiries and issues and met performance benchmarks
- Financial Account (Ameriprise) Contractor
Escalation/Team Manager
Sykes Asia Inc.
11.2013 - 02.2014
- Handled Inbound calls for financial account, responding to general concerns
- Used First Call Resolution techniques
- Builds rapport, listen, clarify and manage conversational flow
- Manage upset customers, conflicts and challenging situations
- Delivered outstanding customer service, exceeded expectations and build long-term loyalty
Team Member
Sykes Asia Inc.
02.2010 - 10.2013
- Worked in teams and in a self-directed environment
- Monitor agents performances and updating their records on a regular basis and recommends additional training when needed
- Plans, assigns and directs work to the team/employees in cooperation with the managers
- Attends calibration/CSAT working sessions with clients
- Identifies issues that affects performance real-time
- Verifies customers problem and validates support team when escalated
- Assist frontline associates with customers issues and requests
- Act as a Subject Matter Expert, attend team meetings, trainings and group discussions and be able to help real time updates
Education
Bachelor of Science - Medical Technology
FAR EASTERN UNIVERSITY OF MANILA
Manila, Philippines01.1990
High school diploma -
COLEGIO DEL BUEN CONSEJO PASIG
Pasic City, Philippines01.1988
Elementary School -
COLEGIO DEL BUEN CONSEJO
Pasig City, Philippines01.1984
Skills
- LEADERSHIP TRAINER
- BASIC AND INTERMEDIATE EXCEL
- PRACTICAL COACH AND MONITORING
- ADOBE CONNECT
- ESCALATIONS HANDLING
- ANALYZE AND DATA ANALYSIS
- Microsoft Office Suite
- Event design
- Client relations
- Complaint resolution
- Call center experience
- CRM system proficiency
OSE Agent of the Year SYKES ASIA
Achievement: On-Site Escalation Excellence Award
Awarded for Three Consecutive Years (2011-2013)
As a standout supervisor among over 60 in the On-site Escalations team, I was recognized for consistently handling escalated calls with excellence, both voice and non-voice. This exceptional performance led to receiving the prestigious "On-Site Escalations Excellence Award" for three consecutive years: 2011, 2012, and 2013.
- 2011: Awarded an all-expenses-paid week-long trip to Virginia, USA, to celebrate the achievement.
- 2012: Treated to a luxurious vacation at one of the Philippines' most exclusive resorts.
- 2013: Received a generous monetary reward for continued excellence.
This recognition reflects my dedication to providing outstanding service in handling complex escalations and my commitment to maintaining the highest standards in customer support.
Languages
English
Native or Bilingual
Filipino
Native or Bilingual
Timeline
Event Planner/Coordinator
Island Premiere Music and Events
05.2015 - Current
Senior Operations Representative
Sykes Asia Inc.
02.2014 - 07.2014
Escalation/Team Manager
Sykes Asia Inc.
11.2013 - 02.2014
Team Member
Sykes Asia Inc.
02.2010 - 10.2013
Bachelor of Science - Medical Technology
FAR EASTERN UNIVERSITY OF MANILA
High school diploma -
COLEGIO DEL BUEN CONSEJO PASIG
Elementary School -
COLEGIO DEL BUEN CONSEJO
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