Erika Santacruz
St. Augustine,FL
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
1
1
Certification
Work History
Weekend Supervisor
The Little Social
01.2024 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Oversaw team of 2 employees focused on child care work.
Program Coordinator
O2B Kids
09.2023 - Current
- Developed and coordinated programs and activities for over 70 students.
- Formulated and implemented school safety and security policies.
- Communicated with parents to encourage active parental participation in education.
- Coordinated staff and student activities to promote safe and productive learning environment.
Private Caregiver
Self-employeed
11.2018 - 09.2023
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping for 4.
- Maintained clean, safe, and well-organized patient environment.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Administered medication as directed by physician
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing
Customer Service Manager
Oates Energy Inc
08.2017 - 11.2018
- Trained and regularly mentored team of 10 associates.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Performed weekly reviews and coaching sessions to improve quality of work of Customer Service Representatives.
Retail Banker
Heartland Bank & Trust Bank
02.2016 - 05.2017
- Complied with regulatory, legal and ethical requirements to protect bank assets.
- Offered clients advice and guidance on digital and self-serve options.
- Identify opportunities and address banking plans and credit card needs.
- Kept current with financial services and regulatory environment to uphold highest ethical requirements of industry.
- Handled bank deposits and armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional interactions with over 100 daily customers.
- Identified, marketed and recommended bank products and services to achieve individual sales.
Relationship Banker
BMO Harris Bank
12.2014 - 10.2015
- Processed over 100 daily customer requests for all banking needs.
- Maintained customer information confidential at all levels.
- Handled needs of new and existing customers at main counter.
- Approached prospective clients through cold calling and emails to meet sales targets.
- Maintained energy and enthusiasm in fast-paced environment.
- Consistently meeting all monthly and quarterly sales goals
Education
Associate of Arts And Sciences - Arts, General
Harold Washington College
Chicago, IL07.2011
Skills
- Spanish Speaking
- Staff Management and training
- Exceptional telephone etiquette
- Microsoft Outlook, Word and Excel
- Administrative support
- Excellent time management skills
- Customer-focused
Certification
- First Aid/CPR Certified
- Department of Children and Families (DCF) Certified
Timeline
Weekend Supervisor
The Little Social
01.2024 - Current
Program Coordinator
O2B Kids
09.2023 - Current
Private Caregiver
Self-employeed
11.2018 - 09.2023
Customer Service Manager
Oates Energy Inc
08.2017 - 11.2018
Retail Banker
Heartland Bank & Trust Bank
02.2016 - 05.2017
Relationship Banker
BMO Harris Bank
12.2014 - 10.2015
Associate of Arts And Sciences - Arts, General
Harold Washington College
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