Joseph R. Santos
Oak Harbor
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Seasoned auditing professional knowledgeable about risk aversion strategies, cost reduction options and financial processes. Decisive and persuasive communicator with proven problem-solving, leadership and planning abilities. Organized mentor with years of experience. Expert in New-Hire training with extensive knowledge industry procedures. Proven leader ready to make hard decisions and counsel teams to long-term success.
Overview
33
33
years of professional experience
Work History
Support Operations Auditor
Amazon.com, Inc
04.2022 - 05.2024
- Research merchant inventory missing from inbound shipments to Amazon warehouses and approve claims’ reimbursement
- Assist with investigation and root cause resolution for Merchant and Customer Issues
- Achievement of weekly productivity and quality targets.
- Present research conducted for reimbursement cases valuing over $15,000 to leadership and finance department for approval of high value reimbursements.
- Facilitated financial and operational audits, working with internal and external managers to communicate recommendations or issues surrounding audits.
- Identified management control weaknesses and provided value added suggestions for remediation.
- Developed and implemented corrective actions to bring business areas in line with standards.
- Improved operational efficiency by conducting thorough audits and identifying areas for improvement.
- Enhanced company compliance with industry regulations through meticulous auditing procedures.
Investigation Specialist
Amazon.com, Inc.
04.2019 - 04.2022
- Documented findings and prepared detailed reports.
- Carefully documented statements, observations and evidentiary materials.
- Collected, analyzed and interpreted information, documentation and physical evidence associated with investigations.
- Trained and supervised newly hired Investigation Specialists.
- Developed and maintained courteous and effective working relationships.
- Handled over 7 calls per shift to act as mentor and advisor to newly hired associates as they learn the business of our division within the company.
- Assist with training for new specialists with international investigations (Canada, China etc.)
- Improved case resolution rates by conducting thorough investigations and collecting relevant evidence.
- Enhanced department efficiency with detailed record-keeping and timely report submissions.
Advanced Technical Support Specialist
AT&T
04.2015 - 04.2019
- Troubleshoot Service Issues with Mobility Clients in the Advanced Technical Support Center
- Contribute to the success of the DIRECTV NOW Support Center in Bothell, Washington
- Contribute to the success of the Advanced Technical Support Center in Bothell, Washington
- Was responsible for transitions from converting to Bothell Advanced Technical Support Center to DIRECTV NOW Support Center
- Troubleshoot Service Issues with DIRECTV NOW Clients in the Advanced Technical Support Chat Center
- Respond to Billing Inquiries and Dispute Management
- Proactively act as point of escalation, if progress is not satisfactory or in line with targets
- Understand the root cause of problems, and investigate/manage ways to improve/avoid these
- Facilitate customer issue teams to drive root cause elimination process
- Use all available resources to assist with prevention of recurrent problems
- Escalate and manage repeat problems and identify areas of improvement within internal processes
Account Manager
Orion Advisor Services
10.2013 - 11.2014
- As an Account Manager was responsible for meeting service obligations for all Orion clients.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Analyzes client requests and deduces and explores possible solutions or forwards request on to appropriate departments and following-through until resolution
- Maintains and continuously reviews "Client Reference Guides" to ensure each client's needs are met
- Trains advisors on Orion system technology capabilities available by completing one-on-one sessions
- Oversees quarter-end processing and updates clients on status of quarterly/monthly performance statements ensuring timely and accurate completion of all steps, including supplying clients with complete quarterly statement information, obtaining final client approval, and sending statements to clients.
Tax Associate
H&R Block
01.2013 - 10.2013
- Through face to face meetings, analyze the tax needs of a client and provide solutions that will help them achieve their obligations and refunds.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Enhanced client tax savings by identifying and implementing effective tax strategies.
- Streamlined tax preparation processes for increased efficiency and accuracy in filing returns.
- Communicated with clients regarding tax situations, providing guidance on financial decisions.
- Prepared wide array of returns such as corporate, fiduciary, gift, individual, and private foundation returns.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Personal Banker
U.S. Bank
09.2011 - 03.2012
- Instrumental in driving the sales success of the Overlake branch
- Work with internal partners within the company such as Investments, Mortgage, and Customer Service
- I built long term relationships with clients and with businesses, and became the main point of contact for all their business and banking needs.
- Handled routine financial transactions (deposits, withdrawals, advances, loan payments, merchant transactions, cash transactions, check cashing etc.), and balances these transactions daily while ensuring a positive interaction with customers and non-customers.
- Performed yearly reviews of bank policies and procedures to evaluate compliance with regulatory requirements and standards.
Personal Banker
Wells Fargo Bank
10.2009 - 10.2010
- Increased sales production in 3 branches being involved with the local Chamber of Commerce, the Filipino American Community of Renton, talking to local business owners, schools and PTA’s and being involved with the local community
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Improved loan processing efficiency by streamlining application procedures and documentation requirements.
- Work with internal partners within the company such as Investments, Mortgage, Merchant Services, Payroll services, Student Loans, and Insurance to provide the best possible solutions for Wells Fargo Customers
- I was the only licensed Personal Banker in the Renton area and assisted clients with investment needs and set up online brokerage accounts.
- Performed yearly reviews of bank policies and procedures to evaluate compliance with regulatory requirements and standards.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
Senior Branch Account Executive
CitiFinancial
01.2008 - 10.2008
- I was one of two people who opened the Oak Harbor Branch Office of CitiFinancial in 2008
- We opened the branch without all the proper equipment and were understaffed
- Yet we were able familiarize ourselves with the local market and exceed our sales goals in our first full quarter
- I was involved with Marketing our new office, by being involved with the local Chamber of Commerce, talking to business owners and being involved with the local community
- As a Senior Branch Account Executive my key responsibilities include selling loans and insurance products; ensuring paperwork for loan applications are complete and correct; working delinquent accounts, scheduling loan closings, processing transactions affecting customer accounts; processing loan applications; performing administrative tasks (such as cash drawer management, answer telephones, routine typing, order supplies and pay bills), and servicing accounts
- Gathered data and prepared financial reports for management review.
- Streamlined branch operations for improved efficiency through process improvements and effective team management.
Financial Services Representative
MetLife
01.2005 - 01.2007
- I identified areas where there were gaps in market penetration such as the San Juan and Island Counties
- Through face to face meetings, analyze the financial needs of a client and provide solutions that will help them achieve their goals and objectives
- Completed quarterly assessments of financial and performance records and reports to promote operational improvements.
- I identified markets where I can build a referral base and grow individual and commercial business.
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
Financial Representative
Foresters Equity Services
04.2004 - 09.2005
- Increased client satisfaction by providing comprehensive financial advice and personalized solutions.
- Streamlined financial processes for improved efficiency and accuracy in portfolio management.
- Developed tailored investment strategies to optimize clients'' long-term financial goals.
- Ensured regulatory compliance with thorough documentation and diligent monitoring of transactions.
- In 2004 I increased 401k sales by 100% by utilizing available resources to tap a market that has been ignored the previous years.
- I contributed to the Renton office’s first place ranking in the region in 2004.
- As a Financial Representative I was responsible for meeting people and build long term relationships. Through face to face meetings, analyze the financial needs of a client and provide solutions that will help them achieve their goals and objectives. I identified and penetrated markets where I can build a referral base and grow individual and commercial business.
Insurance Agent
Bankers Life And Casualty Company
04.2003 - 04.2004
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
Sales Associate
JC Penney Company Incorporated
11.2000 - 12.2002
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Facilities Coordinator
National Securities Corporation
09.1999 - 06.2000
- Improved facility efficiency by implementing preventive maintenance programs and coordinating with vendors for timely repairs.
- Managed budget for facilities operations, ensuring cost-effective allocation of resources and minimizing expenses.
- Ensured safety compliance by conducting regular inspections, identifying potential hazards, and implementing corrective actions.
- Streamlined work order processes to increase response time and enhance customer satisfaction.
Stockbroker Trainee
Freeman Welwood & Co.
02.1999 - 08.1999
- Achieved higher client satisfaction by conducting thorough research on investment opportunities and presenting tailored recommendations.
- Confirm stock trades with clients in broker call center.
- Train new hires with new computer system.
- Reply to customer correspondence via e-mail or through broker call center.
- Book travel and lodging for brokers traveling to other branches.
Business Specialist/Customer Service Representative
Seafirst Bank/Bank Of America
01.1991 - 01.1998
- Achieved higher customer satisfaction ratings by streamlining communication processes between departments.
- Developed new business strategies for increased revenue generation and market expansion.
- Implemented cost-saving measures, reducing overhead expenses and boosting overall profitability.
- Established strong relationships with key stakeholders through effective negotiation and collaboration techniques.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Achieved personal performance goals through effective call management, prioritization, and time management.
- Contributed to team success by actively participating in training sessions, workshops, and continuous improvement initiatives.
- Supported colleagues with handling complex cases and provided insights for better decision-making in challenging situations.
- Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Assisted in streamlining processes within the department for improved efficiency and effectiveness of customer support operations.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
- Improved overall call center performance by sharing best practices, tips, and techniques with peers during team meetings and one-on-one coaching sessions.
- Demonstrated a commitment to ongoing professional development by participating in regular trainings on new products, services, policies, procedures updates.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Provided constructive feedback to supervisors regarding potential areas of improvement in policies or procedures that could enhance the customer experience further.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Recognized as a top performer on multiple occasions for achieving outstanding customer satisfaction ratings.
- Played an integral role in supporting the launch of new products or services by quickly learning and adapting to new information.
- Mentored new hires on best practices, policies, and procedures while providing ongoing guidance and support during their onboarding process.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
Education
Master of Business Administration - Concentration in Finance & International Business
Eastern Washington University
Cheney, WA05.2023
Bachelor of Arts - Comparative United States Studies
University of Washington
Bothell, WA06.1997
Associate of Arts -
Seattle Central Community College
Seattle, WA06.1991
Study Abroad - Japanese Studies
Zama American High School
Camp Zama, Kanagawa, Japan05.1985
Skills
- Amazon FBA
- Call Center Customer Service
- Call center experience
- Call Center Operations
- Call Center Technology
- Case Analysis
- Client Relationship Building
- Client Support
- Coaching and Development
- Collecting Documentation
- Complaint resolution
- Compliance Assessments
- Consumer Lending
- Credit Reporting
- Customer Education
- Customer Relationship Management
- Data Compilation
- Dispute Resolution
- Due Diligence
- Financial analysis aptitude
- Financial Analysis Software
- Financial Counseling
- Financial Documentation
- Financial Due Diligence
- Financial Services
- Financial transactions expertise
- Follow-up skills
- Health insurance
- Industry Regulations
- Information Documentation
- Internal Fraud
- Investigation Tactics
- Investigations Management
- Loans
- Mentorship
- Microsoft Office Suite
- Multitasking Abilities
- Observation Reports
- Performance Monitoring
- Practiced at FHA loan process
- Presentation of Evidence
- Quality Standards
- Research Abilities
- Resource Management
- Staff Presentations
- Staff Training
- Summary Writing
- Task Management
- Technical Support
- Training Management
- Underwriting
Affiliations
- Chair, University of Washington, Bothell Alumni Council - 2010 to 2011 Was responsible for transition of the Husky 5k run, the organization’s main fundraiser that was originally managed by a university department. But is now managed by the University of Washington, Bothell Alumni Council.
- Board Member, University of Washington, Bothell Alumni Council - 2006 to present
- Board Member, Filipino American Cultural Association of Oak Harbor - 2008 to 2009.
- Member, University of Washington Alumni Association - 1997 to present
- Member, Knights of Columbus, O’Brien Council, Oak Harbor - 2005 to present
- Parishioner, Saint Augustine’s Catholic Church - 2003 to present
- Member, Eastern Washington University Alumni Association - 2023
Timeline
Support Operations Auditor
Amazon.com, Inc
04.2022 - 05.2024
Investigation Specialist
Amazon.com, Inc.
04.2019 - 04.2022
Advanced Technical Support Specialist
AT&T
04.2015 - 04.2019
Account Manager
Orion Advisor Services
10.2013 - 11.2014
Tax Associate
H&R Block
01.2013 - 10.2013
Personal Banker
U.S. Bank
09.2011 - 03.2012
Personal Banker
Wells Fargo Bank
10.2009 - 10.2010
Senior Branch Account Executive
CitiFinancial
01.2008 - 10.2008
Financial Services Representative
MetLife
01.2005 - 01.2007
Financial Representative
Foresters Equity Services
04.2004 - 09.2005
Insurance Agent
Bankers Life And Casualty Company
04.2003 - 04.2004
Sales Associate
JC Penney Company Incorporated
11.2000 - 12.2002
Facilities Coordinator
National Securities Corporation
09.1999 - 06.2000
Stockbroker Trainee
Freeman Welwood & Co.
02.1999 - 08.1999
Business Specialist/Customer Service Representative
Seafirst Bank/Bank Of America
01.1991 - 01.1998
Master of Business Administration - Concentration in Finance & International Business
Eastern Washington University
Bachelor of Arts - Comparative United States Studies
University of Washington
Associate of Arts -
Seattle Central Community College
Study Abroad - Japanese Studies
Zama American High School
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