CAITLYN SANTOS
Hillsboro,OR
Summary
Personable and dedicated Customer Service Representative with extensive experience in Food/Retail industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results- oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Service/Booker
Ron Tonkin Acura
08.2023 - Current
- Maintained and managed customer files and databases.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Book Appointments & Update Future Appointments For Technicians Better Understanding.
Team Member
Diamond Elite, Chick-Fil-A Restaurant
04.2022 - 08.2023
- Developed positive customer relationships through friendly greeting and excellent service
- Addressed customer needs, responding to specific requests
- Assisted newly hired team members by explaining company procedures and safety requirements
- Rotated through series of different stations based on team needs
- Built and maintained working relationships with peers and upper management
- Looked for ways to go above and beyond job requirements
- Worked with managers to report and resolve customer issues or concerns
- Trained and mentored new FOH staff in restaurant procedures, food safety and customer service standards.
Technician
Global Data Services
09.2021 - 03.2022
- Troubleshot systems and equipment and ran tests to make effective recommendations
- Followed safety practices to safeguard against injury and damage to property
- Participated in training to maintain technical expertise and proficiency on applicable equipment
- Troubleshot systems to determine appropriate resolution for reported problems with usage
- Disassembled and repaired damaged sections and fabricated replacements
- Utilized hand tools and epoxy to safely splice cables.
Customer Success Specialist
Wells Fargo
01.2021 - 08.2021
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Reviewed account and service histories to identify trends and issues
- Upheld privacy and security requirements established by Wells Fargo regulatory agencies
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered customer questions and addressed concerns, resulting in 0% reduction in complaint calls
- Evaluated customer account information to assess current issues and determine potential solutions
- Documented conversations with customers to track requests, problems and solutions
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Consulted with customers to determine best methods to resolve service and billing issues
- Set up and activated customer accounts to maintain QA satisfaction levels.
Customer Service Cashier
Target
10.2020 - 01.2021
- Exchanged and returned items, noting all details in company database and placed returned merchandise in bins for restocking
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution
- Greeted customers and responded to informational requests
- Processed returned items in accordance with store policy
- Welcomed customers, offering assistance to help find necessary store items
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage
- Kept check-out areas clean, organized, and well-stocked to maintain attractive store
- Helped customer locate and select appropriate merchandise throughout store
- Assisted customers to find appropriate products, answered product questions and provided product solutions
- Wrapped items and bagged purchases properly to prevent merchandise breakage
- Properly verified customer identification for alcohol or tobacco purchases
- Operated cash register, collected payments and provided accurate change.
Packer
Amazon
07.2019 - 12.2019
- Packed merchandise into boxes and containers to ensure safe shipment
- Marked and labeled containers with accurate shipping information to prevent delays
- Operated hand trucks, pallet jacks and forklifts to move materials
- Arranged items on pallets according to size and weight
- Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling
- Accomplished production goals by working with speed and accuracy
- Promoted workplace safety and production efficiency by keeping workspaces clean, organized and free of hazards
- Volunteered for additional hours and shifts during peak periods to meet tight shipping deadlines.
Shift Leader
Panda Express Restaurant
01.2018 - 11.2020
- Supervised, motivated, and led employees to maintain productivity and customer service levels
- Managed schedules, accepted time off requests and found coverage for shifts
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements
- Upheld company standards and compliance requirements for operations and cleanliness of all areas
- Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality
- Kept areas clean, neat and inspection-ready at all times to comply with product guidelines
- Reviewed applications and resumes and recommended top candidates for interviews
- Conducted one-on-one coaching sessions with team members resulting in reduced lost time and workplace accidents
- Assisted General Manager with operations game plan and company initiatives implementation
- Conducted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
Education
High School Diploma - undefined
South ridge High School
Beaverton, OR06.2019
Skills
- Efficient Service
- Customer Service
- Scheduling
- Microsoft Office
- Call Center Operations
- Food Service Operations
Timeline
Service/Booker
Ron Tonkin Acura
08.2023 - Current
Team Member
Diamond Elite, Chick-Fil-A Restaurant
04.2022 - 08.2023
Technician
Global Data Services
09.2021 - 03.2022
Customer Success Specialist
Wells Fargo
01.2021 - 08.2021
Customer Service Cashier
Target
10.2020 - 01.2021
Packer
Amazon
07.2019 - 12.2019
Shift Leader
Panda Express Restaurant
01.2018 - 11.2020
High School Diploma - undefined
South ridge High School
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