HILARY SANTANA
Reading,PA
Summary
Detail-oriented professional experienced in providing exceptional administrative and organizational support in busy office settings. Possesses excellent interpersonal skills and ability to interact with a diverse group of individuals. Proficient in current office software applications.
Overview
6
6
years of professional experience
Work History
Contact Center Representative
Bachman’s Roofing, Solar and Exteriors
03.2025 - Current
- Managed high-volume inbound calls while ensuring customer satisfaction and prompt issue resolution.
- Utilized CRM software to track customer interactions and document service requests efficiently.
- Trained new team members on best practices for call handling and customer engagement techniques.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery standards.
- Analyzed customer feedback to identify trends, contributing to improved service strategies and solutions.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Sustained accurate record-keeping of all scheduled appointments using CRM software, ensuring easy access to pertinent information for all team members.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Set up appointments with interested customers according to schedule availability.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Teacher
10 Hr Daycare Center Downtown
09.2024 - Current
- Implemented behavior management strategies to maintain classroom discipline.
- Planned daily walk trips to enrich students' educational experiences outside of the traditional classroom setting.
- Used videos, lectures and moderated discussions to engage students during class.
- Established positive relationships with parents to ensure effective communication regarding student progress and well-being.
- Managed student behavior in classroom by establishing and enforcing rules and procedures.
- Instructed students in academic subjects such as math, science, language arts, social studies, and history.
Office Support Assistant
Lancaster Probation and Parole
09.2023 - 03.2024
- Maintained front desk to provide positive first impression.
- Handled incoming calls and directed callers to appropriate department or employee.
- Monitored office supplies stock levels and placed orders when necessary.
- Maintained positive working relationship with fellow staff and management.
- Responsible for the retrieval and filing of client files; maintenance of file room; processing agency mail; collect court run documents; drop off drug test specimens.
- Position performs clerical work involving the need for strong communication skills both verbal and written, ability to follow directions, strong organizational skills, attention to details, and the ability to multitask.
Intake Associate/Project S.H.A.P.E
North Hudson Community Action Corp
10.2022 - 08.2023
- Answered telephones to direct calls and take messages
- Greeted visitors, ascertained purpose of visit and directed them to appropriate staff
- Generated and maintained weekly and monthly reports of data entry progress
- Entered customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format
- Preserved customer confidence and protected operations by keeping information confidential
- Prioritized competing tasks to meet high-volume targets
Medical Biller
ASA Billing Services, LLC
10.2021 - 06.2022
- Entered billing information into accounting software systems
- Protected confidentiality of sensitive information to comply with HIPAA guidelines
- Greeted callers, provided information, transferred calls, and took messages as necessary
- Processed incoming and outgoing mail, packages, and deliveries
- Provided typing, word processing, and clerical support and assisted with special projects
Cashier/Server
Chipotle
01.2019 - 03.2020
- Provided efficient and courteous service to customers
- Operated cash register and accurately processed payments, returns, and exchanges
- Built and maintained positive working relationships with co-workers
- Carried dishes from kitchen and quickly delivered to customers
- Answered customer questions about items and recommended dishes, beverages, and desserts
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning
- Offered attentive, friendly guest service
Education
High School Diploma -
Life Science Secondary School
Manhattan06.2021
Skills
- Data Entry
- Customer Service
- Billing and Coding
- Critical Thinking
- Dependable and Reliable
- Attention to Detail
- Curriculum development
- Classroom management
- Office administration
- Customer Experience
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Appointment scheduling
- Documentation
Community Service
The Food Brigade, Registration Assistant, Union City, NJ, 2022-10, Present, Greeted and assisted customers to promote positive food shopping experiences., Gathered pertinent information through client interview.
Volunteer Experience
- Ms.224, Youth Volleyball Coach, Bronx, New York
- Missionary Services, Mission Volunteer
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Representative
Bachman’s Roofing, Solar and Exteriors
03.2025 - Current
Teacher
10 Hr Daycare Center Downtown
09.2024 - Current
Office Support Assistant
Lancaster Probation and Parole
09.2023 - 03.2024
Intake Associate/Project S.H.A.P.E
North Hudson Community Action Corp
10.2022 - 08.2023
Medical Biller
ASA Billing Services, LLC
10.2021 - 06.2022
Cashier/Server
Chipotle
01.2019 - 03.2020
High School Diploma -
Life Science Secondary School
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