Jean Leanne Santiago
Wailuku,HI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Hospitality and Financial services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Works well independently and as part of a team.
Overview
35
35
years of professional experience
8
8
years of post-secondary education
Work History
Immigration Specialist and Office Assistant
Noble Travel Enterprises Inc.
03.2025 - Current
- Assisted clients with immigrant and non-immigrant visa applications, preparing documentation and ensuring accurate submission.
- Provided concierge style, personalized client support, assisting travelers with documentation, online registrations, and travel requirements.
- Maintained accurate client records and case files and handling confidential information.
- Supported office operations by coordinating schedules and managing appointments.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
Insurance and Annuity Agent
Freedom Equity Group
02.2012 - Current
- Provided coverage option information to assist clients in protecting assets.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Obtained underwriting approval by completing application for coverage.
- Maintained high standards of customer service by building relationships with clients.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Met with customers to provide information about available products and policies.
- Processing annuity and insurance applications.
- Responding to inquiries from clients, agents, and insurance companies.
Teacher's Aide
Springs Of Living Water Faith Hope And Love
02.2023 - 05.2023
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Supported student physical, mental, and social development using classroom games and activities.
- Supported classroom activities, tutoring, and reviewing work.
- Maintained safety and security by overseeing students in recess environments.
Group Leader
Kama'aina Kids: Hawaii Child Care
08.2022 - 05.2023
- Inquired about each checked-in child to learn best possible care and safety precautions.
- Created new and fun activities to drive enthusiasm for children.
- Maintained accurate safety and attendance records.
- Offered assistance to parents filling out registration forms to obtain necessary details of child.
- Actively participated in child's activities by reading to groups, painting, coloring and playing games.
- Involved children constructively in play activities to assist emotional, physical and intellectual development.
- Maintained control of building entry and exit points to guarantee child safety.
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Led children in creative, athletic, and educational activities while maintaining safe and orderly group.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
Call Center Sales Agent
Spectrum
08.2022 - 02.2023
- Opened new accounts and documented personal, demographic, and payment information in system.
- Implemented upselling techniques to increase revenue and move product.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Developed extensive knowledge of products and services to better assist customers.
- Educated customers on product and service benefits, explaining features and answering questions.
Loan Modification Specialist
Prime & Mega Loan Modification Services
12.2009 - 01.2012
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
- Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Helped clients change their loan term
- Reduced monthly payments for clients to an affordable amount
- Negotiating terms with the clients' lenders
Call Center Representative
MGM Resorts
05.2008 - 11.2009
- Handles high volume of calls with the highest degree of courtesy and professionalism to resolve customer issues which include customer questions, complaints, and inquiries.
- Made reservations for hotel rooms, shows, and restaurants for five hotels.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Responded to customer calls and emails to answer questions about services.
Front Desk Agent
New York-New York Hotel & Casino
07.2003 - 08.2008
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system and enthusiastically greeted callers.
Mortgage Loan Officer
Infinity Mortgage
08.2001 - 06.2003
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Explained very technical financial information to applicants in easy to understand language.
- Prospecting, developing, and maintaining relationships with potential new business referral partners such as realtors, builders, bank colleagues, and the community.
- Exceeded production standards by maintaining an active pipeline.
Sales Associate
Louis Vuitton
07.2001 - 07.2002
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories and merchandise care.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Recommended accessories and complementary purchases to boost revenue.
Front Desk Agent
New York-New York Hotel & Casino
09.1996 - 06.2001
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Answered customer telephone calls promptly and appropriately handled needs.
- Part of the grand opening team
Bank Teller
First Hawaiian Bank
01.1995 - 07.1996
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Provided customer records, account statements and copies of checks.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Stocked supplies for customers and personal teller station.
Sales Associate
Liberty House
03.1994 - 05.1995
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
Front Desk Agent
Grand Hyatt Wailea Resort
01.1991 - 05.1994
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Part of the grand opening team
- Awarded Employee of the month for excellent customer service.
Education
Taxation
Cheyenne Community College
Las Vegas 08.1997 - 05.1998
Associate of Arts - Accounting And Business Management
Maui Community College
Kahului 08.1994 - 05.1996
Mass Communication / Broadcasting
Centro Escolar University
Manila, Philippines 06.1983 - 03.1985
High School Diploma -
Notre Dame For Girls
Philippines 06.1980 - 03.1984
Skills
- Client Communication
- Complaint Resolution
- Proficient in Windows 10
- Bilingual
- Problem solving skills
- Work Ethic
- Positive and friendly
- Active Listening
- Highly Dependable
- Cash Handling
- Sales Expertise
- Computer literate
- Upselling Skills
- Product and service sales
- Eagerness to learn
- Quotes and sales
- Life Insurance
- Dependable and responsible
- Good telephone etiquette
- Teamwork and collaboration
Timeline
Immigration Specialist and Office Assistant
Noble Travel Enterprises Inc.
03.2025 - Current
Teacher's Aide
Springs Of Living Water Faith Hope And Love
02.2023 - 05.2023
Group Leader
Kama'aina Kids: Hawaii Child Care
08.2022 - 05.2023
Call Center Sales Agent
Spectrum
08.2022 - 02.2023
Insurance and Annuity Agent
Freedom Equity Group
02.2012 - Current
Loan Modification Specialist
Prime & Mega Loan Modification Services
12.2009 - 01.2012
Call Center Representative
MGM Resorts
05.2008 - 11.2009
Front Desk Agent
New York-New York Hotel & Casino
07.2003 - 08.2008
Mortgage Loan Officer
Infinity Mortgage
08.2001 - 06.2003
Sales Associate
Louis Vuitton
07.2001 - 07.2002
Taxation
Cheyenne Community College
08.1997 - 05.1998
Front Desk Agent
New York-New York Hotel & Casino
09.1996 - 06.2001
Bank Teller
First Hawaiian Bank
01.1995 - 07.1996
Associate of Arts - Accounting And Business Management
Maui Community College
08.1994 - 05.1996
Sales Associate
Liberty House
03.1994 - 05.1995
Front Desk Agent
Grand Hyatt Wailea Resort
01.1991 - 05.1994
Mass Communication / Broadcasting
Centro Escolar University
06.1983 - 03.1985
High School Diploma -
Notre Dame For Girls
06.1980 - 03.1984