Jacqueline Santos
Houston,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
collision Motor Specialist
Houston, TX
08.2019 - 02.2025
- Assisted customers with inquiries and resolved product issues efficiently.
- Managed customer accounts and updated information in the system accurately.
- Processed orders and coordinated service appointments for vehicle repairs.
- Collaborated with repair technicians to ensure clear communication on service needs.
- Educated customers about vehicle maintenance and collision repair processes.
- Handled payments and managed transactions using point-of-sale systems effectively.
- Trained new staff on customer service protocols and company policies consistently.
- Addressed customer feedback and implemented improvements to enhance satisfaction levels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Oversaw warranty counseling process to manage expense controls.
- Prevented key account losses by researching discrepancies and correcting problems.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Surpassed sales goals through implementation of successful marketing strategies.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Sales Associate
Costco Wholesale Corp
Houston, TX
08.2014 - 01.2019
- Assisted customers with product selection and inquiries.
- Maintained store appearance by organizing merchandise displays.
- Processed transactions accurately using point-of-sale systems.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
- Maintained records related to sales for store management.
- Prepared merchandise for purchase or rental.
- Placed special orders or called other stores to find desired items.
- Described merchandise and explained use, operation and care.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Managed inventory levels and restocked shelves as needed.
- Conducted product demonstrations to educate customers on features.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Built and maintained relationships with peers and upper management to drive team success.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained up-to-date knowledge of store merchandise and policies.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Used technology resources to assist customers in locating and selecting items.
- Upsold additional items based on customer interests and needs.
- Demonstrated product features and benefits for customers' needs.
- Received and displayed product shipments on store retail shelves upon delivery.
- Developed promotional strategies to increase sales volume.
Customer Service Cashier
Kroger
Sugar Land, Texas
08.2010 - 08.2014
- Processed customer transactions efficiently at busy retail locations.
- Handled cash, credit, and electronic payments with accuracy.
- Assisted customers with product inquiries and store navigation.
- Collaborated with team members to ensure smooth store operations.
- Trained new cashiers on operational procedures and best practices.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Informed customers about product pricing and answered questions regarding products and services available in the store.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Verified that all coupons were valid prior to processing them into the system.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Greeted customers promptly and responded to questions.
- Answered customers' questions and provided information on store procedures or policies.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
Education
Associate's degree -
High school diploma or GED -
Trade school -
Skills
- Math
- Patient service
- Organizational skills
- Anatomy knowledge
- Time management
- Computer skills
- Retail sales
- Physiology knowledge
- Microsoft Excel
- Basic math
- Retail math
- Baking
- EHR systems
- Writing skills
- Office experience
- Grocery store
- Cash register
- Sales
- Data entry
- Customer service
- Negotiation
- Communication skills
- Medical terminology
- Customer relationship management
- Product knowledge
- Conflict resolution
- Training and mentoring
- Recordkeeping strengths
- Positive and professional
- Relationship building
- Negotiation strategies
- Customer satisfaction measurement
- Stress management
Certification
- Driver's License
- CPR Certification
- TABC Certification
- ASE A6 Electrical/Electronic Systems Certification
- Food Handler Certification
- ASE A8 Engine Performance Certification
- ASE Advanced Engine Performance Specialist Certification
- ServSafe
- First Aid Certification
- AED Certification
- ASE A1 Engine Repair Certification
- Food Safety Certification
- ASE A2 Automatic Transmission/Transaxle Certification
- ASE A3 Manual Drive Train & Axles Certification
Timeline
Customer Service Representative
collision Motor Specialist
08.2019 - 02.2025
Sales Associate
Costco Wholesale Corp
08.2014 - 01.2019
Customer Service Cashier
Kroger
08.2010 - 08.2014