Carlos Santos
Davenport
Summary
Dynamic Customer Service Manager with a proven track record at Oldcastle Coastal, excelling in complaint resolution and team leadership. Expert in training and coaching staff, enhancing productivity and customer satisfaction. Skilled in Microsoft Office, I implemented effective solutions that reduced complaints and fostered a collaborative work environment.
Created a local call center to centralize order entry and call center to ease customer relation and create a the same experience to all customers.
Assisted in creating SOP ( Standard Operating Procedures). This help employee's work as one and treat customers the same no matter what site was visited.
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated [Product or Service] expertise, including competitive offerings, pricing, and market positioning.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Oldcastle Coastal
06.2024 - 06.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Designed incentive programs to motivate staff and improve service levels.
- Collaborated with IT department to streamline customer data management.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Area Office Manager
Oldcastle Coastal
08.2022 - 06.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Enhanced communication within office by implementing centralized digital messaging platform.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
Office Manager
Oldcastle Coastal Haines City Plant
01.2014 - 06.2022
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Dry Side Operator Block Machine
Oldcastle Coastal
10.2014 - 06.2015
- Reduced equipment downtime by troubleshooting issues and performing timely repairs.
- Increased overall product quality through meticulous attention to detail during operation processes.
- Upheld quality standards through regular inspections of completed products, addressing any inconsistencies immediately.
- Conducted preventative maintenance on equipment to reduce repair costs.
Merchandising Assistant Store Manager
Home Depot
01.2001 - 08.2014
- Supported the Store Manager in all aspects of store operations as needed, maintaining optimal efficiency and customer satisfaction.
- Managed a team of associates, ensuring proper training, scheduling, and adherence to company policies.
- Provided ongoing coaching to team members, empowering them to excel in their roles while driving overall store performance.
- Assisted in the recruitment, hiring, and onboarding of new team members, fostering a productive work environment.
- Improved customer satisfaction by providing exceptional service and promptly addressing concerns.
- Maintained a clean and organized store environment by enforcing strict standards for cleanliness and organization.
- Increased sales by strategically placing merchandise and creating visually appealing displays.
- Coordinated with vendors to secure optimal pricing and delivery times for merchandise orders.
- Contributed to the achievement of sales targets by effectively managing merchandise replenishment and stock levels.
- Conducted weekly walk-throughs with store manager to discuss interior visual displays and store window presentation.
- Implemented loss prevention measures to minimize shrinkage and protect store assets.
- Collaborated with cross-functional teams on seasonal promotions, ensuring cohesive marketing efforts across all channels.
- Reduced out-of-stock instances with diligent monitoring of inventory levels and timely reordering of products.
- Evaluated competitor offerings to inform strategic decisions regarding pricing, promotions, and product assortment.
- Promoted a positive workplace culture through consistent communication, feedback, and recognition of employee achievements.
Education
GED -
Belford
Online02-2006
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Complaint resolution
- Team building and leadership
- Conflict resolution techniques
- Call center management
- Staff training
- Training and coaching
- Staff management
- Staff education and training
Accomplishments
- Successfully recruited and trained 6 new customer service representatives.
- Supervised team of 4 staff members.
- Achieved Hire customer service percentage by completing a more professional phone system and response so all customers got andswered with accuracy and efficiency.
- Starting a new centralized calling center for all emailed orders as well as all phone calls to better streamline all.
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Customer Service Manager
Oldcastle Coastal
06.2024 - 06.2025
Area Office Manager
Oldcastle Coastal
08.2022 - 06.2024
Dry Side Operator Block Machine
Oldcastle Coastal
10.2014 - 06.2015
Office Manager
Oldcastle Coastal Haines City Plant
01.2014 - 06.2022
Merchandising Assistant Store Manager
Home Depot
01.2001 - 08.2014
GED -
Belford
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