Jon Santiago
Parlin,NJ
Summary
Results-driven Customer Service Manager adept at maintaining high productivity and efficiency in task completion. Specialize in conflict resolution, team leadership, and customer satisfaction strategies. Excel in communication, problem-solving, and adaptability to meet and exceed customer service goals.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Acme Markets, Inc
Old Bridge, New Jersey
03.2020 - 10.2024
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Reviewed accounts for payments received or approved credit arrangements.
- Western Union transactions and Lottery transactions as well
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries and complaints requiring management-level escalation.
Sales Associate
H&M Hennes & Mauritz
Freehold, New Jersey
02.2023 - 02.2024
- Collected payments and provided accurate change.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Worked with fellow sales team members to achieve group targets.
- Received and displayed product shipments on store retail shelves upon delivery.
- Assisted in visual merchandising, creating appealing displays that capture customer interest.
- Developed trusting relationships with customers by making personal connections.
Customer Service Cashier
Super Foodtown
North Arlington, New Jersey
10.2013 - 12.2019
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Greeted customers and provided friendly customer service.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Addressed customer questions and concerns regarding products and services.
- Balanced cash drawers at the end of each shift.
- Scanned items and checked pricing on cash register for accuracy.
- Greeted customers promptly and responded to questions.
Medical Transporter
Saint Joseph Regional Medical Center Inc
Paterson, New Jersey
05.2017 - 05.2019
- Picked up meals from kitchen and delivered to designated ward.
- Transported specimens, documents, and medical supplies from one department or facility to another.
- Carried messages or documents between departments.
- Maintained schedules by delivering patients safely and on time to procedure rooms.
- Cleaned, disinfected and prepared rooms for incoming patients.
- Disinfected or sterilized equipment or supplies using germicides or sterilizing equipment.
- Demonstrated excellent customer service skills when interacting with patients and their families.
- Answered patient call signals, signal lights or intercom systems to determine patient needs.
Education
Certificate of Technical Studies - Certified Nursing Assistant
Lincoln Technical Institute
Paramus, NJ05-2019
High School Diploma -
North Arlington High School
North Arlington, NJ06-2015
Skills
- Staffing coordination
- Training and mentoring
- Complaint resolution
- Metric tracking
- Tactful and diplomatic
- MS office expert
- Staff management
- Staff training
- Customer service
- Problem-solving
- Loss prevention
- Time management
Timeline
Sales Associate
H&M Hennes & Mauritz
02.2023 - 02.2024
Customer Service Manager
Acme Markets, Inc
03.2020 - 10.2024
Medical Transporter
Saint Joseph Regional Medical Center Inc
05.2017 - 05.2019
Customer Service Cashier
Super Foodtown
10.2013 - 12.2019
Certificate of Technical Studies - Certified Nursing Assistant
Lincoln Technical Institute
High School Diploma -
North Arlington High School