Jayson Santiago
Lakewood,CO
Summary
Dynamic Customer Support Specialist with a proven track record at Avalanche Cleaning and Janitorial Services, excelling in problem-solving and customer relationship management. Recognized for enhancing customer satisfaction through empathetic communication and effective complaint handling, consistently delivering exceptional service and fostering long-term client relationships.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Avalanche Cleaning and Janitorial Services
10.2020 - 12.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Customer Care Representative
Little Wing Roofing
10.2018 - 09.2020
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
Customer Care Representative
Home Advisor
03.2016 - 09.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Computer Science
Front Range Community College
Westminster, COGED -
Palmer High School
Colorado Springs, CO01.2004
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Live chat support
- Product knowledge
- Active listening
- Collaborative team player
- Customer communication and empathy
- Organizational skills
- Creative issue resolution
Timeline
Customer Support Specialist
Avalanche Cleaning and Janitorial Services
10.2020 - 12.2024
Customer Care Representative
Little Wing Roofing
10.2018 - 09.2020
Customer Care Representative
Home Advisor
03.2016 - 09.2018
Computer Science
Front Range Community College
GED -
Palmer High School
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