Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bailey Santillan

Universal City,TX

Summary

Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Member Services Specialist

IBEX Global
New Braunfels, TX
05.2023 - Current
  • Maintained accurate records of all transactions related to memberships including payments, renewals, cancellations.
  • Performed daily system maintenance tasks such as updating databases, verifying information, and troubleshooting technical issues.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Supported sales team members to drive growth and development.
  • Updated databases with new and modified customer data.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Fraud Specialist

Citibank
San Antonio, TX
02.2021 - 05.2023
  • Responded promptly to inquiries regarding possible fraudulent activities reported by customers or other stakeholders.
  • Investigated and analyzed complex financial transactions for evidence of fraud.
  • Developed strategies and procedures to prevent, detect and investigate potential fraud incidents.
  • Implemented appropriate measures based on findings from investigations into suspected fraudulent activities.
  • Identified areas for improvement in existing processes related to fraud prevention.
  • Analyzed large volumes of data from multiple sources using advanced analytics techniques.
  • Reviewed customer accounts, documents and electronic records to detect suspicious activities.
  • Provided training to staff members on detecting, reporting and preventing fraudulent activities.
  • Prepared and presented comprehensive fraud analysis reports to senior management, enabling informed decision-making.
  • Served as primary contact for fraud claim inquiries.

OD Technician

Visionworks Doctors of Optometry
Phoenix, AZ
05.2018 - 03.2020
  • Conducted routine quality assurance tests to ensure proper operation of optical instruments.
  • Maintained accurate records of all equipment calibrations and test results.
  • Trained users on how to operate various types of optical devices safely and efficiently.
  • Provided guidance and advice on best practices related to scheduling initiatives.
  • Scheduled and confirmed appointments.
  • Answered phones and routed voicemails to respective employees.
  • Offered reception coverage to relieve staff during absences or breaks.
  • Filed insurance claims forms accurately and efficiently.
  • Verified insurance coverage for each patient visit.

Education

Bachelor of Arts - Worship Arts With An Emphasis in Ministry

Grand Canyon University
Phoenix, AZ
12-2018

Skills

  • Complaint Handling
  • Cross-selling abilities
  • Sales experience
  • Client Relationship Building
  • Strong leadership
  • Customer service expertise
  • Team Management
  • Policy Enforcement
  • Call Documentation
  • Team building
  • Multitasking
  • Problem-solving aptitude
  • Reliability
  • Relationship Building
  • Customer Relationship Management (CRM)
  • Understanding Customer Needs
  • Attention to Detail
  • Professional phone voice
  • Sales expertise
  • Time Management
  • Excellent Communication

Timeline

Member Services Specialist

IBEX Global
05.2023 - Current

Fraud Specialist

Citibank
02.2021 - 05.2023

OD Technician

Visionworks Doctors of Optometry
05.2018 - 03.2020

Bachelor of Arts - Worship Arts With An Emphasis in Ministry

Grand Canyon University

Similar Profiles

CREATE PROFILE
Bailey Santillan