Hector Luis Santiago
CUSTOMER SERVICE LEAD
Lehigh Acres,FL
Summary
Dynamic Customer Care Supervisor at American Airlines with a proven track record in conflict resolution and employee recognition. Expert in enhancing customer satisfaction through effective communication acknowledged for resolving escalated issues, to resolving while promoting a collaborative team atmosphere and utilizing best practices for customer engagement.
Experienced with leading customer care teams, ensuring high levels of customer satisfaction and operational efficiency. Utilizes strong communication and problem-solving skills to address customer concerns and streamline processes. Track record of effective team management and training, driving improvements in service quality.
Overview
19
19
years of professional experience
Work History
Costumer Care Supervisor
American Airlines
09.2006 - Current
- Collaborated with other departments to resolve complex customer issues.
- Monitored team performance and provided constructive feedback regularly.
- Implemented best practices for enhancing customer satisfaction and retention.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Resolved escalated customer issues with empathy and professionalism while meeting company objectives.
- Provided guidance to CSRs on how to handle difficult customers or situations.
- Ensured compliance with local laws regarding consumer protection regulations.
- Developed and implemented processes for handling customer inquiries, complaints, and escalations in a timely manner.
- Recognized employees who exceeded expectations through verbal recognition or awards programs.
- Actively participated in management meetings providing insights into current trends in the industry.
- Consistent required training Web Based Modules, {OSHA,ENVIRONMENTAL MANAGEMENT SYSTEM}
Education
GED -
Paterson Adult Continuing Education
Skills
- Customer service
- Conflict resolution
- Effective communication
- Employee recognition
- Problem solving
- Training programs
- Policy implementation
- Customer relations
- Customer experience improvement
- Strong leadership
- Superior work ethic
- Multitasking Abilities
- Customer engagement
- Decision-making
- Relationship building
- Time management
- Multitasking capacity
Affiliations
- Love being with my two beautiful Shaunzers. Enjoy helping people on there life's journeys.
Languages
Spanish
Professional
Timeline
Costumer Care Supervisor
American Airlines
09.2006 - Current
GED -
Paterson Adult Continuing Education
Personal Information
Education and Training
other
Above and Beyond Program Recognitions
American Airlines strives for success with collaborations of its employees engaging with customers and personnel with positive and professional customer service which I have been a part of and receive NON STOPS Thanks.
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