Kimberly Soriano
Grand Prairie
Summary
Dynamic customer service leader with a proven track record at Santander, achieving a 93% satisfaction rate. Skilled in complaint de-escalation and data analysis, I excel in enhancing customer retention and driving process improvements. My empathetic approach fosters strong client relationships, ensuring exceptional service and operational efficiency.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Santander
03.2020 - 03.2025
- Promptly managed an average of sixty customer inquiries and complaints per day with a 93% customer satisfaction rate.
- Exceeded metrics on customer satisfaction, customer retention, and inquiry volume.
- Resolved complex customer inquiries while providing quality service and effectively de-escalating complaints.
- Applied customer service knowledge to enhance customer experiences and effectively resolve issues.
- Displayed courteous and empathetic attitude toward customers, contributing to a net promoter score of 60
- Researched and resolved missing and misapplied customer payments
Family Engagement Liaison
Arlington ISD
10.2018 - 08.2019
- Implemented family engagement initiatives, including workshops, conferences, and newsletters, to strengthen relationships between home and school.
- Fostered relationships with parents that increased participation in school events and activities.
- Collaborated with families and community agencies to identify barriers and develop solutions, improving student attendance and school engagement.
Business Office Associate
CarMax
01.2014 - 10.2018
- Audited financial records regularly to ensure compliance with company standards and regulatory requirements.
- Manage title documents, financial contracts, and process documents requiring a basic knowledge of procedures.
- Responded to inquiries and resolved customer complaints with a focus on maintaining satisfaction and strong relationships.
- Assisted in training new associates in company policies and procedures for enhanced operational efficiency.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Demonstrated ability to work independently on projects while also collaborating effectively with team members to achieve common goals.
- Adapted to and thrived in a fast-paced work environment by prioritizing tasks and managing time efficiently.
- Coordinated pre-auction preparations by cataloging items and organizing setup to facilitate smooth auction execution.
Education
Some College (No Degree) -
Tarrant County College
Fort Worth, TXSkills
- Customer Retention
- Complaint de-escalation
- Client feedback
- Customer Empathy
- Performance metrics
- Process Improvement
- Data analysis
- Microsoft Excel
- Problem Solving
- Team leadership
- Verbal communication
- Administrative Skills
- Auditing
Languages
Spanish
Limited
Timeline
Lead Customer Service Representative
Santander
03.2020 - 03.2025
Family Engagement Liaison
Arlington ISD
10.2018 - 08.2019
Business Office Associate
CarMax
01.2014 - 10.2018
Some College (No Degree) -
Tarrant County College