Hi, I’m
Christine Santana
Charlottesville,VA
Summary
- Dedicated pest control professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
years of professional experience
Work History
American PestCharlottesville, Virginia
Integration Specialist
05.2021 - Current
Job overview
- Act as main Liaison/Point of Contact for Acquired employees and AP staff during transition period (90-120 days)
- Check in daily with acquired office staff
- Create Teams group for instant messaging
- Communicate status updates with AP department heads/Project Manager
- Handle incoming concerns or questions, if unable to, put them in contact with someone who can – follow up
- In-person training for acquired staff
- Develop agenda to be used for future acquisitions
- Act as point of contact for departments during transitions (Call center, accounting, fleet etc.)
- Track progress of pre-determined milestones using smartsheet
- Organize weekly meetings to cover integration updates, training procedure updates, departmental updates - where we stand during 30/60/90 day transition periods
- Workwave/Pestpac specific training, mentoring, weekly meetings
- Excel - trainings, meetings, mentoring opportunities
American Pest Charlottesville, Virginia
Customer Care Representative
12.2020 - 05.2021
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Logged call information and solutions provided into internal database.
- Coordinated timely responses to online customer communication and researched complex issues.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Resolved concerns with products or services to help with retention and drive sales.
Intrastate Pest ControlCharlottesville, Virginia
Administrative Assistant
02.2019 - 12.2020
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Arranged rapid office equipment repair and maintenance with vendors.
- Handled client correspondence and tracked records to foster office efficiency.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
State Farm InsuranceCharlottesville, Viriginia
Underwriting Service Assistant
01.2009 - 11.2018
Job overview
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
- Copied, logged and scanned supporting documentation and placed all information in client files.
- Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Met with customers, agents and brokers to negotiate coverage, price and service delivery.
- Provided high level of assistance to Underwriters and Management by helping with review, classification, coding and rating of applications.
- Verified data integrity and accuracy.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Maintained clean reception area to promote positive, professional environment for clients.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Education
University of PhoenixTempe, AZ
Bachelor of Science from Business With Project Management
06.2024
University Overview
- 3.83 GPA
- The National Society of Collegiate Scholars Member
- The National Society of Leadership and Success Member
- Extracurricular Activities: Special Education Advisory Committee for Albemarle County Public Schools
- Extracurricular Activities: Red Hill Elementary Parent Teacher Organization, Treasurer
- Awarded Leadership and Management certificate, University of Phoenix
Skills
- Decision making
- Data Storage and Retrieval
- Creative Problem Solving
- Customer Accounts Management
- Eagerness to Learn New Technologies
- Acquisition Integration
- Organization and Time Management
- Providing Feedback
- Customer Inquiries
- Positive Reinforcement
- Customer Satisfaction
- Professional Relationships
- Communication
- Cultural Intelligence
- Collaborative Leadership
Timeline
Integration Specialist
American Pest
05.2021 - Current
Customer Care Representative
American Pest
12.2020 - 05.2021
Administrative Assistant
Intrastate Pest Control
02.2019 - 12.2020
Underwriting Service Assistant
State Farm Insurance
01.2009 - 11.2018
University of Phoenix
Bachelor of Science from Business With Project Management
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