Jilsymar Santos
Deltona,FL
Summary
Seeking a position within a company, where professional experience, education and abilities stand as an advantage for personal growth.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
18
18
years of professional experience
Work History
Custom Lower Extremities Customer Service Rep
Orthomerica Products, Inc
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Received casts and order forms and entered into the system to prepare for manufacturing.
- Billed customers for their medical device.
- Processed paperwork in a timely manner for manufacturing of device.
Customer Service Representative
Universal Window Coverings
04.2016 - Current
- Take incoming calls from customers needing assistance with various situations including quotes, status updates, technical information, and product knowledge
- Responsible for keeping track of orders that are entered into the data base to ensure a timely completion from production
- Entering data into the data base for quoting purposes as requested by customers via phone or email
- Assist in pulling parts as needed from production to fulfill orders in a timely fashion
- Work with management to print work orders and labels to send out to production of orders in the data base
- Process orders for delivery via company vehicle, FedEx, trucking, etc
- Collect payments via phone, in person, email as needed
- Schedule deliveries of product as needed
- Respond to email in a timely manner
- Perform clerical duties as needed such as scanning work orders, data entry, pulling filed/scanned paperwork as needed
FSA
Amscot Financial
04.2015 - 04.2016
- As an FSA I was responsible for taking care of customers in a timely manner by processing their transactions
- I entered new customers information in the system and made sure we had the most correct and up to date information for the customer
- I was also responsible for making sure we followed all federal and state laws
- I was also responsible for my cash register and making sure I balanced at the end of my shifts
Assistant Manager
Checkers Restaurant
11.2010 - 04.2015
- Responsible for opening, daily and closing procedures/checklists in accordance with company policies/ procedures
- Active in new employee training and orientation
- Responsible for changing cash drawers, counting the cash drawers down, making a daily deposit, entering those figures in the computer, and taking the deposit to the bank
- Responsible for resolving customer complaints in a manner consistent with company policy, and with customer satisfaction in mind
- Responsible for monitoring and observing the day-to-day activities of subordinates, coordinate breaks for hourly associates, and keep management informed of area activities and any significant problems
Customer Service Representative
Universal Orlando Resorts
08.2008 - 01.2010
- Selling Universal Studio product to Guests via inbound contact mediums
- Creating an amazing vacation planning experiences utilizing exemplary sales techniques, solid guest service skills, and strong attention to detail
- Meeting or exceeding established booking conversion rates, average handling time guidelines, and other performance metrics associated with the position
Bilingual Customer Service Operator
Optimal Phone Interpreters
06.2007 - 04.2008
- Take incoming calls from providers (customers) needing interpreters for over the phone interpretation
- Data entry of job request information into company database for on-site requests
- Responsible for coordinating (finding available interpreters) to fill assignments and provide interpreter with all needed information
- Translates spoken passages from one language into another (Spanish and English)
- Communicated verbally and in writing to answer inquiries and provide information
- Performed clerical duties including proofreading, sorting mail and data entry
Education
High School Diploma -
North Star High School
Orlando, FL05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Microsoft outlook
- Paperwork processing
- Order processing
- Administrative support
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Custom Lower Extremities Customer Service Rep
Orthomerica Products, Inc
09.2023 - Current
Customer Service Representative
Universal Window Coverings
04.2016 - Current
FSA
Amscot Financial
04.2015 - 04.2016
Assistant Manager
Checkers Restaurant
11.2010 - 04.2015
Customer Service Representative
Universal Orlando Resorts
08.2008 - 01.2010
Bilingual Customer Service Operator
Optimal Phone Interpreters
06.2007 - 04.2008
High School Diploma -
North Star High School
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