Destiny Santana
Orlando
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the tech, airline, medical, food, scholastic and marketing industries. 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 result-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Internet Repair Specialist
Charter Spectrum
Maitland, FL
10.2024 - Current
- Diagnosed and repaired customer equipment issues, ensuring timely service delivery.
- Provided assistance and accurate information via work team chats while also assisting customers over the phone
- Developed strong customer relationships through attentive listening and genuine interest in their concerns.
- Fostered positive relationships with customers through attentive service delivery that catered specifically to their needs on each interaction.
Customer Service Specialist, Escalation Support
Jetblue Airways Corp
Orlando, FL
04.2019 - 09.2024
- Addressed customer complaints through digital and voice channels, mitigated dissatisfaction by employing timely and on-point one-call-resolutions. Assisted multiple customers simultaneously via chat.
- Facilitated peer groups, fostering confidence and knowledge for new and training crewmembers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, CDC guidelines, transportation connections, medical and visa requirements to facilitate quality service.
- Quickly learned new skills from other departments and applied them to daily tasks, improving efficiency and productivity.
IT Service Desk Analyst
Valencia College East Campus
Orlando, FL
04.2017 - 09.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests while managing high levels of call flow and responding to support
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
FOH/BOH Team Member
BurgerFi
Oviedo, FL
10.2018 - 05.2019
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business. Bussed and reset tables to keep dining room and work areas clean.
- Prepared food and drinks while following safe food handling procedures. Maintained and sanitized service stations, prep areas and countertops.
- Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving.
Customer Service Associate
Wawa
Orlando, FL
11.2016 - 07.2017
- Informed customers about special promotions and provided detailed information for various products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Financial Learning Ambassador
Valencia College East Campus
Orlando, FL
05.2016 - 04.2017
- Educated students on various financial matters by offering monthly financial literacy presentations, work shops, tabling events and take home workbooks.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Assisted clients with preparing financial plans, conducting investment research and completing trades and transactions to assess and meet financial goals.
- Coordinate data entry and effectively multitask by itemizing and controlling inventory while assisting students and staff.
Education
E.M.T. Certification - Medical
Orlando Medical Institute
Orlando Fl09-2024
Associate of Arts - American Sign Language (ASL)
Valencia College
Orlando, FL12-2017
High School Diploma -
William R Boone High School
Orlando, FL08-2013
Skills
- Customer Retention Strategies
- Efficient and Detail-Oriented
- Digital and voice multitasking abilities
- Upselling Products and Services
- Complex Transactions
- High-Volume Call Environments
- Project Management
Certification
- EMT License - 2024-Present
- Basic Life Support certificate- 2024-Present
Languages
English
Native or Bilingual
Timeline
Internet Repair Specialist
Charter Spectrum
10.2024 - Current
Customer Service Specialist, Escalation Support
Jetblue Airways Corp
04.2019 - 09.2024
FOH/BOH Team Member
BurgerFi
10.2018 - 05.2019
IT Service Desk Analyst
Valencia College East Campus
04.2017 - 09.2020
Customer Service Associate
Wawa
11.2016 - 07.2017
Financial Learning Ambassador
Valencia College East Campus
05.2016 - 04.2017
Associate of Arts - American Sign Language (ASL)
Valencia College
High School Diploma -
William R Boone High School
E.M.T. Certification - Medical
Orlando Medical Institute