Karen Santana
Leesburg,VA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Manufacturing Operator
Pennant Moldings
Sabina, OH
05.2023 - 07.2024
- Loaded raw materials into hoppers for processing by the machines.
- Identified and reported any machine malfunctions or irregularities to supervisors.
- Operated automated manufacturing equipment to produce parts in accordance with established standards.
- Assisted in training new operators on proper use of equipment and safety procedures.
- Inspected finished products for defects or deviations from specifications before packaging them for shipment.
- Conducted visual inspections of components prior to loading onto machinery.
- Ensured all safety protocols were followed at all times during operation of machinery.
- Prepared paperwork associated with product shipments accurately and timely.
- Maintained accurate records of production output and quality inspections.
Customer Service Representative
DIRECTV Entertainment
Cali, Colombia
06.2018 - 01.2022
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained a high level of professionalism when dealing with difficult customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Travel Agent
PriceTravel Holding
Cali, Colombia
01.2017 - 02.2018
- Advised customers on necessary documents needed for international travel such as passport applications or visa requirements.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Developed relationships with suppliers including airlines, hotels, cruise lines, tour operators to secure discounted rates for customers.
- Ensured all reservations were accurately documented in agency's system prior to client departure date.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Researched availability of airfare and hotel rooms using reservation systems.
Education
Some College (No Degree) - 4Th Semestre
IUPG
Venezuela01-2016
Air Traffic -
Corporacion PBIP CA
VENEZUELA08-2012
Bachelor of Science -
Uep San Rafael
Venezuela07-2010
Skills
- Organization
- Quality Assurance
- Customer Service
- Teamwork and Collaboration
- Advanced spanish ability
- Positive Attitude
- Call Center Operations
- Clear Communication
- Adaptability and flexibility
- Problem resolution
Languages
Spanish
Native/ Bilingual
English
Elementary
Certification
- fundamentals of customer service (LinkedIn learning) 2020
Timeline
Manufacturing Operator
Pennant Moldings
05.2023 - 07.2024
Customer Service Representative
DIRECTV Entertainment
06.2018 - 01.2022
Travel Agent
PriceTravel Holding
01.2017 - 02.2018
Some College (No Degree) - 4Th Semestre
IUPG
Air Traffic -
Corporacion PBIP CA
Bachelor of Science -
Uep San Rafael
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