Claribel Santiago
Kissimmee,United States
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor 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, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Team Lead
Faneuil Group
Orlando, FL
12.2015 - Current
- Handled day-to-day customer contact via phones, faxes and emails.
- Provided primary customer support to internal and external customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Oversaw team of 40 agents focused on inbound calls.
Default Resolution Specialist
Butler And Hosch
Orlando, FL
09.2011 - 03.2014
- Updated accounts, organized paperwork and generated documents.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
- Drafted settlement paperwork and gathered signatures from disputants to provide official documentation of agreed-upon solutions.
- Handled 50 plus calls per day to address customer inquiries and concerns
Education
Bachelor of Arts - Marketing
Pontifical Catholic University of Puerto Rico
Ponce, PR05.2005
Skills
- Team Management
- Issue and Complaint Resolution
- Staff Training
- Office Management
- Efficient and Detail-Oriented
- Customer Data Confidentiality
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative Team Lead
Faneuil Group
12.2015 - Current
Default Resolution Specialist
Butler And Hosch
09.2011 - 03.2014
Bachelor of Arts - Marketing
Pontifical Catholic University of Puerto Rico
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