Barbara Santana
Hammonton,NJ
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
17
17
years of professional experience
Work History
Customer Care Supervisor
Fulton Financial
01.2018 - Current
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
General Manager
Goodwill
02.2008 - 12.2017
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training and schedules.
- Recognized as a top-performing manager within the region due to excellent results achieved in sales growth.
- Achieved sales targets consistently by motivating staff and setting attainable goals.
- Streamlined operations by identifying areas for improvement and implementing new processes.
- Enhanced customer satisfaction through excellent service, maintaining a clean and organized store environment.
- Managed inventory levels efficiently, ensuring optimal stock availability for customers.
- Boosted overall store performance with strong leadership, clear communication, and consistent feedback.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
Education
GED -
One Stop Career Center
Pleasantville, NJSkills
- Escalation support
- Training and mentoring
- Team management
- Delegation and supervision
- Team building
- Inter-department collaboration
- Staff mentoring
- Strong leadership
- Willingness to learn
- Teamwork
- Time management
- Reliability
- Cash handling and reconciliation
- Organizational skills
- Computer proficiency
- Handling complaints
- Flexible work schedule
Timeline
Customer Care Supervisor
Fulton Financial
01.2018 - Current
General Manager
Goodwill
02.2008 - 12.2017
GED -
One Stop Career Center
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