Carlos Santos
Davenport
Summary
Experienced Customer Service and Office Manager with over 20 years of leadership in customer support, team management, and operational improvement. Proven expertise in reducing customer complaints, enhancing team productivity, and creating streamlined procedures. Bilingual in English and Spanish.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Oldcastle Coastal
Haines City
06.2024 - 06.2025
- Led customer service team, reducing complaints and improving satisfaction.
- Created and managed a centralized call center and SOPs to standardize customer experience.
- Developed training programs and incentive plans, boosting team performance.
Area Office Manager
Oldcastle Coastal
Orlando
08.2022 - 06.2024
- Oversaw office operations, inventory, and interdepartmental communication.
- Implemented training programs and policy manuals for staff efficiency.
- Introduced digital tools for messaging and document handling.
Office Manager
Oldcastle Coastal
Haines City
01.2014 - 06.2022
- Managed office finances, recruitment, and supply chain.
- Developed a client feedback system to drive service improvements.
Dry Side Operator - Block Machine
Oldcastle Coastal
Orlando
10.2014 - 06.2015
- Performed maintenance and quality control on machinery and products.
Merchandising Assistant Store Manager
Home Depot
Kissimmee
01.2001 - 08.2014
- Supervised retail staff, optimized merchandising, and managed inventory.
- Drove sales and customer satisfaction through visual displays and team development.
Education
GED -
Belford
01.2006
Skills
- Customer Service & Complaint Resolution
- Call Center & Staff Management
- Team Building & Training
- Microsoft Office Suite
- SOP development and process optimization
- Time & Conflict Management
Languages
- English, Full Professional
- Spanish, Professional Working
Languages
English
Full Professional
Spanish
Professional
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
01.2014 - 06.2022
Merchandising Assistant Store Manager
Home Depot
01.2001 - 08.2014
GED -
Belford
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