JUSTIN SANTANA
Los Angeles,California
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Assistant Manager - Permit Office
The University of Southern California
03.2023 - Current
- Mentored team members to enhance professional development and accountability in workplace.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Lead Guest Service Ambassador
The University of Southern California
09.2021 - 02.2023
- Trained, managed, assigned, and prioritized workloads to students/employees and oversaw daily operations
- Greeted visitors and customers upon arrival, assist and answered questions to build rapport
- Monitor incoming parking reservations and communicate with managers regarding availability
- Coached employees on speed and efficiency to improve team productivity
- Coordinated production schedules within the department to meet business targets and delivery expectations
- Observed employees identify deficiencies and implement strategies to close knowledge gaps
- Compose memos and letters based on knowledge of department and University policies and procedures
- Complied with reports and studies as requested
- Encouraging open communication and team engagement to improve employee morale.
Gate Ambassador
The University of Southern California
05.2019 - 09.2021
- Reconciled payment balances and performed opening and closing duties such as counting cash
- Processed cash or credit card payments for parking charges by collecting fees for parking
- Kept cash secure and the register balanced to avoid any discrepancies
- Inspected the attendant structure, barricades, and related areas to detect maintenance problems
- Collaborated with team members to create a positive environment for customers
- Assisted with daily opening and closing tasks to maintain a clean, neat, and organized booth
- Observed customer behaviors to identify security threats and escalate concerns to supervisors.
CARE Crew Screening Ambassador
The University of Southern Los Angeles
08.2020 - 03.2021
- Administered medical questionnaires to all visitors and personnel entering and departing job sites
- Enforced social distancing and all proper recommended CDC guidelines for campus safety
- Recorded details of screening results in the organizational database with accuracy and appropriate follow-up
- Adhered to established protocols and reporting requirements in recording positive and negative cases
- Managed proper sanitization of screening stations and other work areas, adhering closely to established procedures and standards
- Assisted team members and managers with tasks to maintain productivity and meet project milestones.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
Sales Associate
Young Pyo State Farm
01.2016 - 06.2019
- Prospected leads and reached out to potential customers to build connections and set up appointments
- Identified customers' needs with a consultative approach and suggested targeted products to meet needs
- Presented and sold insurance products and services to new customers
- Prepared new business proposals for diverse insurance plans and verified the accuracy of related documentation
- Worked with multiple carriers to resolve clients' issues and expertly handled wide-ranging inquiries
- Maintained effective partnerships with insurance company representatives and underwriters to expeditiously process paperwork and resolve concerns
- Used CRM software to maintain and build the agent's direct prospect pipeline
- Established strong customer and community relationships for long-term retention and continuous feeding of new prospects.
Education
Master of Science - Project Management
The University of Southern California (USC)
Los Angeles, CA12.2023
B.S. Business Administration Marketing Management -
California State University Los Angeles
Los Angeles, California12.2018
Skills
- Microsoft Office (Outlook, Word, Excel, PowerPoint, Project Management)
- Problem-Solving
- Customer Relationship Management (CRM)
- Training & Development
- Team Building
- Multitasking & Prioritization
- Product and service knowledge
- Employee Scheduling
- Employee Performance Evaluations
- Operations Management
Languages
Spanish
Professional Working
Timeline
Assistant Manager - Permit Office
The University of Southern California
03.2023 - Current
Lead Guest Service Ambassador
The University of Southern California
09.2021 - 02.2023
CARE Crew Screening Ambassador
The University of Southern Los Angeles
08.2020 - 03.2021
Gate Ambassador
The University of Southern California
05.2019 - 09.2021
Sales Associate
Young Pyo State Farm
01.2016 - 06.2019
Master of Science - Project Management
The University of Southern California (USC)
B.S. Business Administration Marketing Management -
California State University Los Angeles
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