Kelsy Santana
Providence,RI
Summary
Dedicated administrative, customer service, and sales professional with experience in reception, data entry, client relations, and retail sales. Skilled at managing multi-line phone systems, processing high-volume data, driving sales, and providing exceptional customer support. Proficient in Microsoft Office Suite with strong organizational, interpersonal, and conflict resolution skills.
Overview
4
4
years of professional experience
Work History
Administrative Assistant
Cross Insurance
Rhode Island, RI
03.2025 - Current
- Managed multi-line phone system and directed calls to appropriate staff.
- Delivered professional customer service via phone and email.
- Handled data entry, appointment scheduling, and office file organization.
- Ordered and tracked office supplies, ensuring efficient operations.
- Utilized Microsoft Excel, Outlook, and Word for daily tasks.
- Managed daily office operations and maintained organized filing systems.
- Assisted in processing insurance claims and maintaining client records.
- Utilized software tools for data entry and document management tasks.
- Supported team members by preparing reports and presentations as needed.
- Implemented process improvements to enhance workflow efficiency in the office.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
Customer Service Representative
Rhode Island Energy
05.2024 - 03.2025
- Delivered customer service via phone, email, and written correspondence.
- Processed payments, maintained accounts, and documented transactions.
- Assisted with service requests, billing inquiries, and account changes.
- Handled escalated complaints and provided effective resolutions.
- Reviewed income eligibility applications and determined program certifications.
- Assisted customers with inquiries regarding energy services and billing issues.
- Educated customers on energy-saving programs and available resources offered by the company.
- Collaborated with team members to ensure consistent service delivery and customer satisfaction.
- Maintained accurate records of customer interactions in the database for future reference.
- Trained new employees on customer service protocols and system navigation skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Sales Associate
Metro By T-Mobile
Providence, RI
11.2021 - 09.2024
- Increased sales revenue by building strong rapport with customers and recommending products.
- Boosted customer satisfaction through prompt service and conflict resolution.
- Developed client relationships through proactive engagement and product knowledge.
- Consistently achieved sales targets and organized in-store promotions to increase traffic.
- Maintained knowledge of current promotions and product offerings to inform customers.
- Collaborated with team members to enhance overall customer service experience.
- Resolved customer inquiries and issues promptly, maintaining high satisfaction levels.
- Helped customers find specific products, answered questions, and offered product advice.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Education
Pharmacy Technician -
Sanford Brown Technical School
Cranston, RIHigh School Diploma -
Health Science & Technology Academy
Skills
- Customer Service & Communication
- Sales & Client Relationship Building
- Conflict Resolution & Problem Solving
- Data Entry & 10-Key Proficiency
- Multi-Line Phone Systems
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- File Organization & Document Management
- Scheduling & Appointment Coordination
- Payment Processing & Account Management
- Database management
- Payment processing
- Insurance claims processing
- Sales promotion strategies
- Data entry efficiency
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Problem-solving capacity
Timeline
Administrative Assistant
Cross Insurance
03.2025 - Current
Customer Service Representative
Rhode Island Energy
05.2024 - 03.2025
Sales Associate
Metro By T-Mobile
11.2021 - 09.2024
Pharmacy Technician -
Sanford Brown Technical School
High School Diploma -
Health Science & Technology Academy