Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Jessica Santiago

Customer-Oriented Leader
Albuquerque,NM

Summary

Extremely positive team player with 15+ years experience, an outgoing, affable demeanor, and proven skills in establishing friendly rapport with clients. Specializing in quality, humanity and positive team formation with an outgoing, affable demeanor and proven skills in establishing friendly rapport with clients. Dedicated to quality, humanity and positivity. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating successful teams.

Overview

2
2
years of professional experience
1
1
year of post-secondary education
1
1

Year of post-secondary education

Work History

Frontline Member Associate

Sam's Club
Albuquerque, NM
02.2022 - Current
  • Welcomed, greeted and assisted guests in high-traffic store, generating 6% increase of revenue and business.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Managed customer relations through communication and helpful interactions.

Call Center Team Supervisor

Signify Health Care/Faneuil
Albuquerque, NM
08.2020 - 11.2021
  • Monitored over 100 calls for quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Effectively reduced personnel turnover by 8%, developing and implementing performance evaluations to support corrective action planning.
  • Trained team members on increasing performance metrics by 10% and consumer behavior identification.
  • Responsible for performing and measuring these following functions: processing orders, account maintenance, records maintenance, customer service, and complaint/problem resolution.

Inbound Call Center Supervisor

Washington Unemployment/Faneuil
Albuquerque, NM
04.2020 - 08.2020
  • Applied strong leadership talents to integrate 16 team members and to maintain team efficiency and organize workflows.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Defined operational metrics to evaluate efficiency of processes and procedures.
  • Monitored workflow to improve employee time management and increase productivity.

Call Center Team Lead

Humana/Faneuil
Albuquerque, NM
01.2020 - 04.2020
  • Mentored newly hired employees on operating equipment and instructed new hires in assisting clients with Humana prescription management
  • Evaluated over 200 employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Audited team performance and compliance with Call center daily and weekly standards.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Education

Associate of Arts - Human Services

CNM
Albuquerque, NM
10.2021 - Current

High School Diploma -

Albuquerque High School
Albuquerque, NM
05.1989 - 05.1989

Skills

Effective Communication

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The cave you fear to enter contains the treasure you seek.
Joseph Campbell

Timeline

Frontline Member Associate

Sam's Club
02.2022 - Current

Associate of Arts - Human Services

CNM
10.2021 - Current

Call Center Team Supervisor

Signify Health Care/Faneuil
08.2020 - 11.2021

Inbound Call Center Supervisor

Washington Unemployment/Faneuil
04.2020 - 08.2020

Call Center Team Lead

Humana/Faneuil
01.2020 - 04.2020

High School Diploma -

Albuquerque High School
05.1989 - 05.1989

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Jessica SantiagoCustomer-Oriented Leader