Felicia L. Santiago
Reading,PA
Summary
Results-driven Sales and Service Specialist with expertise in managing customer relationships, driving sales growth, and optimizing service operations. Demonstrated ability to enhance customer satisfaction, streamline sales processes, and cultivate team collaboration.
Overview
7
7
years of professional experience
Work History
Sales and Service Specialist bilingual
Fulton bank
Reading, Pa
10.2025 - Current
- Promoted credit union products and services during member conversations.
- Assisted customers with deposit, withdrawal, and account service requests in branch setting.
- Explained checking, savings, and loan products to guide customer decisions.
- Processed deposits, withdrawals, and payment requests with accuracy.
- Maintained accurate account records and customer information.
- Reviewed customer documents for accuracy, identity verification, and compliance requirements.
- Resolved account issues by coordinating with bank departments and support teams.
- Provided support to team members to ensure smooth operations. with daily sales floor operations.
Customer Sales and Service Expert
American Heritage Credit Union
Philadelphia, Pa
10.2024 - 06.2025
- Explained bank products, fees, policies, and service options clearly.
- Processed deposits, withdrawals, transfers, and payment requests accurately.
- Verified customer identity and followed banking security and privacy procedures.
- Responded to customer telephone calls to assist with banking services. from customers regarding their accounts or services provided by the bank.
- Addressed incoming calls and routed requests to relevant insurance teams. and directed requests to proper insurance departments.
Customer Service Representative
Wade Insurance
Philadelphia, PA
05.2023 - 10.2024
- Provided customer service and assisted with insurance policy management, processing payments and endorsements for automobile insurance policies, and supporting vehicle registration and title work. Acted as point of contact between insured and insurance company, serving as on-site translator for Spanish-speaking customers.
- Supported Wade Insurance clients by clarifying their policy questions and enhancing their understanding of coverage options. by answering their policy questions and clarifying coverage options.
- Managed incoming calls by routing requests to the correct insurance departments to ensure efficient service. and directed requests to proper insurance departments.
Cashier
Shop Rite
Philadelphia, PA
01.2023 - 05.2023
- Communicated daily with customers to enhance their shopping experience. Delivered friendly service, addressed inquiries, and processed register transactions accurately. Maintained workplace cleanliness and organization to support efficient operations.
- Processed customer purchases at ShopRite checkout using POS register systems.
- Scanned groceries, coupons, and loyalty discounts at ShopRite registers.
- Counted cash, change, and card payments in checkout drawer.
Victorias Secret
Philadelphia, PA
01.2020 - 01.2023
Polo
Philadelphia, PA
01.2019
Cousins Supermarket
Philadelphia, PA
01.2018
Education
Holy Family University
Philadelphia, PAFranklin Towne Charter School
Philadelphia, PASkills
- Deposit processing
- Cash handling
- Payment processing
- Account servicing
- Branch operations
- Bilingual customer support
- Customer relationship management
- Sales support
- Effective communication
- Problem solving
- Team collaboration
Languages
Spanish
Timeline
Sales and Service Specialist bilingual
Fulton bank
10.2025 - Current
Customer Sales and Service Expert
American Heritage Credit Union
10.2024 - 06.2025
Customer Service Representative
Wade Insurance
05.2023 - 10.2024
Cashier
Shop Rite
01.2023 - 05.2023
Victorias Secret
01.2020 - 01.2023
Polo
01.2019
Cousins Supermarket
01.2018
Holy Family University
Franklin Towne Charter School