Jomuel Santiago
Kissimmee,FL
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Truist Bank
Orlando, FL
03.2024 - Current
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers to resolve service and billing issues.
Salesperson
Central Florida Toyota
Orlando, FL
05.2022 - 01.2024
- Gathered data on competitors' pricing, products, and promotional activities.
- Resolved customer complaints promptly and efficiently.
- Provided personalized service to build relationships with customers.
- Utilized CRM software tools to track leads, manage accounts, and document conversations.
- Educated customers about products and services offered by the company.
- Developed pricing proposals tailored to individual client requirements.
- Developed key customer relationships to increase sales.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Acquired new customers and identified unique needs to deliver relevant products.
- Developed eye for detail and suggested accessories to complement purchase.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Monitored customer order process and addressed customer issues.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Demonstrated product features to align with customer needs.
- Improved overall customer purchasing experiences to promote steady revenue.
- Created successful strategies to develop and expand customer sales.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Contacted new and existing customers to outline benefits of products.
- Used CRM database to track referral and appointment data.
- Leveraged CRM system to manage sales activities and track sales performance.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Greeted and assisted customers to foster positive experiences.
- Produced sales documents, finalized deals and filed records.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Assisted customers in making informed decisions about the cars they were interested in purchasing.
- Conducted test drives for prospective buyers.
- Maintained customer satisfaction by providing prompt, reliable service.
- Developed relationships with potential buyers through phone calls and emails.
- Provided follow-up customer service after a car sale was completed.
- Created detailed reports of daily sales activities for management review.
- Attended weekly staff meetings to discuss new marketing initiatives and customer feedback.
- Negotiated prices with customers who wanted to buy used cars from the dealership's lot.
- Showcased vehicle features and took customers on test drives in local area.
- Greeted customers at arrival to build positive relationships and discuss vehicles.
- Educated customers about sales processes, warranty requirements and service standards.
Insulator Mechanic
Freedom Insulation
Orlando, FL
06.2020 - 05.2022
- Utilized a variety of tools such as hand cutters, knives, saws and power shears to fit insulation materials into place.
- Ensured that all safety regulations were followed while performing work tasks.
- Cutting insulation panels with a circular saw according to the measurements provided by blueprints or drawings.
- Repaired damaged insulating material using appropriate methods such as patching or replacing sections of insulation material.
- Performed maintenance checks on tools and equipment used during installation projects.
- Cleaned up debris from worksite after completion of job duties.
- Determined the type of insulating product needed based on customer requirements and environmental conditions at the worksite.
- Sealed joints between sections of insulation with mastic sealant or metal strips.
- Provided assistance in loading and unloading supplies onto company vehicles.
- Assisted other team members with difficult installations due to awkward positions or tight spaces.
- Determined appropriate amounts and types of insulation needed and installation methods required to satisfy project demands.
- Protected insulated pipes from damage or decay by installing and securing sheet metal.
- Removed old insulation and asbestos by following strict safety procedures.l
Janitorial Lead
Universal Studios
Orlando, FL
04.2015 - 05.2020
- Developed training materials for new janitorial staff and conducted orientation sessions on proper cleaning techniques.
- Inspected work areas to ensure janitorial staff adhered to safety regulations and industry standards.
- Assigned and monitored tasks to janitorial staff, ensuring that all duties were completed in a timely manner.
- Scheduled daily assignments for janitorial staff to maximize efficiency of resources.
- Ordered supplies as needed, including cleaning chemicals, paper products, mops, brooms.
- Provided guidance to janitorial staff on how to use specialized equipment such as floor scrubbers or carpet shampooers.
- Coordinated with other departments regarding special event setup and cleanup needs.
- Conducted regular meetings with janitorial staff to discuss performance issues or changes in policies and procedures.
- Provided feedback during performance reviews for individual members of the custodial team.
- Trained staff to follow team standards and use efficient techniques.
- Checked quality of work regularly through inspections and official assessments.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Delegated work to staff, setting priorities and goals.
- Communicated with maintenance team on damages to repair.
- Managed team of employees, daily progress reports and overall project planning.
- Coached staff on strategies to enhance performance and improve customer relations.
- Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
Sales Associate
Underground by Journeys
Orlando, FL
03.2014 - 03.2015
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Stocked shelves with merchandise according to company standards.
- Greeted customers upon entering the store and provided assistance.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Offered suggestions for additional items that may be of interest to customers.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Initiated friendly conversation with customers to determine level of assistance required.
- Cleaned shelves, counters and tables to maintain organized store.
Education
High School Diploma -
Lake Nona High School
Orlando, FL05-2014
Skills
- Customer Service
- Technical Support
- Sales closing
- Price Quoting
- Computer Skills
- CRM Software
- Multitasking and Organization
- Handling Customer Complaints
- Call Center Operations
- Attention to Detail
- Excellent Communication
- Product Training
- Sales expertise
- Listening Skills
- Performance Goals
- Paperwork Processing
- Appointment Scheduling
- Problem-solving abilities
- Positive and professional
- Multi-Task Management
- Product Sales
- Retail sales customer service
- Follow-up skills
Timeline
Call Center Representative
Truist Bank
03.2024 - Current
Salesperson
Central Florida Toyota
05.2022 - 01.2024
Insulator Mechanic
Freedom Insulation
06.2020 - 05.2022
Janitorial Lead
Universal Studios
04.2015 - 05.2020
Sales Associate
Underground by Journeys
03.2014 - 03.2015
High School Diploma -
Lake Nona High School