Cassandra Y. Santiago
Ocala,FL
Summary
Conscientious Customer Service Professional with 20+ years’ experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team-player comfortable thriving in competitive, fast-paced environments. Persistent, precise and accurate with background demonstrating pride and performance and successful work history.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Professional with extensive experience in investigating and mitigating fraud. Strong analytical skills, attention to detail, and expertise in risk assessment and compliance. Proven ability to collaborate effectively with teams and adapt to changing circumstances. Consistently deliver results through strategic planning and problem-solving.
Overview
9
9
years of professional experience
Work History
Paraprofessional
Egg Harbor Township School District - Egg Harbor Township High School
05.2023 - Current
- Provide instructional support
- Assist the student with daily living skills and needs, such as eating, toileting, grooming, dressing, etc.
- Redirect behavior and implement behavior management plans
- Facilitate interaction between students with disabilities and classmate
Customer Service Representative
Loadus Foundation Inc
05.2021 - Current
- Answered constant flow of customer calls and chat with minimal wait times.
- Fielded 40 customer questions daily regarding Healthcare Benefit Partners.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information
Table Games Supervisor
Hard Rock Hotel and Casino
01.2018 - Current
- Responsible for supervising and coordinating activities of workers in assigned gaming areas;
- Circulate tables and observe gaming
- . Interacted with over 100 guests daily to promote positive atmosphere by greeting with friendly tone and wishing good luck
- . Responded to patron questions about functions of slot machines and explained
Regulatory E Bank Fraud Investigator
Discover Financial Services
02.2022 - 06.2024
- FTC, KYC, CDD, UDAAP Proficient
- Responsible for investigating and preventing fraudulent activities.
- Analyze suspicious transactions.
- Identify patterns of fraudulent behavior; and ensure compliance regulatory requirements.
- Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
Table Games Supervisor
MGM International Harbor
11.2016 - 01.2018
- Boosted customer loyalty by offering consistent gaming standards and closely controlling dealers.
- Eliminated customer service issues by quickly resolving disputes and correcting problems.
- Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
- Welcomed over 100 customers daily and established immediate rapport to encourage gameplay
Education
Bachelor of Science - Health Sciences
Stockton University
Absecon, NJ12-2016
Skills
- Effective complaint resolution
- Innovative problem resolution
- Proficient in handling multi-line phone systems
- Professional telephone demeanor
- Proficient in client interactions
- Clear and concise communication
- Effective behavior management
- Clear communication
- Helping students with special needs
- Group and personal assistance
- Composed and patient attitude
- Teacher support
- Data gathering
- Patient
Timeline
Paraprofessional
Egg Harbor Township School District - Egg Harbor Township High School
05.2023 - Current
Regulatory E Bank Fraud Investigator
Discover Financial Services
02.2022 - 06.2024
Customer Service Representative
Loadus Foundation Inc
05.2021 - Current
Table Games Supervisor
Hard Rock Hotel and Casino
01.2018 - Current
Table Games Supervisor
MGM International Harbor
11.2016 - 01.2018
Bachelor of Science - Health Sciences
Stockton University
Similar Profiles
Christina KupcinskiChristina Kupcinski
Supervisor, Career and Technical Education (CTE) at Egg Harbor Township School DistrictSupervisor, Career and Technical Education (CTE) at Egg Harbor Township School District
Nicole BarrNicole Barr
Accounts Payable Bookkeeper at Egg Harbor Township School DistrictAccounts Payable Bookkeeper at Egg Harbor Township School District
Shannon VandenBergShannon VandenBerg
Special Education Teacher at Egg Harbor Township School DistrictSpecial Education Teacher at Egg Harbor Township School District
Courtney SingletaryCourtney Singletary
Licensed Massage Therapist at Pampered Touch Therapeutic Massage, Inc. Mm21814Licensed Massage Therapist at Pampered Touch Therapeutic Massage, Inc. Mm21814
Mateo GarciaMateo Garcia
Firefighter /EMT at Marion County Fire RescueFirefighter /EMT at Marion County Fire Rescue