Leilani S. Santiago
Allentown,PA
Summary
Dedicated and adeptly balance customer service representative, motivated to maintain customer satisfaction and contribute to company access. Reliable and driven, with strong time management and prioritization abilities. Highly organized, proactive and punctual with team oriented mentality.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Kuehne + Nagel
2024.07 - Current
- Responded to customer requests for products, services, and company information.
- Ensures security processes are followed with regard to the front desk (driver and visitor sign in).
- Answers and routes all telephone calls in a polite manner, taking messages and routing to proper individuals in a timely manner.
- Provides scheduling of all inbound and outbound freight in compliance customer and operation departments.
- Coordinates receiving and shipping documents verifying accuracy.
- Gathers and maintains all data and records relative to shipping and receiving activities.
- Verifies accuracy on shipping orders and shipping quantities matching picking documents.
- Assists in resolving customer discrepancies.
- Responsible for running specific customer reports and scanning BOL'S.
- Provides assistance on special projects at the discretion of the Lead Customer Service Representative (CSR), CSR Supervisor or Office Manager.
- Files appropriate paperwork for facility as required.
- Other administrative tasks as directed by local management specific to the facility's needs
Warehouse Operations Clerk
NFI
2022.03 - 2024.05
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Optimized office space usage, arranging workstations to maximize productivity.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Compiled and analyzed data to produce reports.
- Edited and proofread documents for accuracy and completeness.
- Assisted with onboarding of new employees.
- Prepared paperwork for operators to complete their daily task.
- Audited trailers after fully loaded to ensure correct quantity and quality.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
Consolidation Specialist
Walmart Distribution Center
2019.11 - 2019.12
- Reduced errors in consolidated financial statements through meticulous attention to detail and thorough reviews.
- Used pallet jacks to move items from warehouse locations.
- Examined packages and goods for damage and notified vendor of replacement needs.
- Generated shipping documents, including packing lists and invoices.
- Satisfied reporting requirements with timely and accurate logging of daily activities.
- Labeled customer packages to avoid unnecesary delays in loading and shipping of ordered goods.
- Maintained comprehensive documentation of all consolidation activities, ensuring transparency and ease of reference for future audits or inquiries.
- Evaluated and recommended changes to consolidation procedures, resulting in increased efficiency and improved controls.
- Streamlined consolidation processes by identifying inefficiencies and implementing process improvements.
- Worked closely with internal audit teams, addressing any concerns raised during audits for timely resolution.
Medical Receptionist
Hamilton Dental Associates
2018.11 - 2019.06
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
Enrollment Specialist
First Care of NY
2016.08 - 2017.11
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Understood and thoroughly explained services provided to customers and potential customers.
- Improved data accuracy, meticulously maintaining and updating applicant records.
- Resolved applicant inquiries promptly, providing detailed information and clarifications when needed.
- Enhanced customer satisfaction with personalized enrollment assistance.
- Cultivated supportive team environment, training new staff on best practices in enrollment management.
- Educated clients on insurance policies and procedures.
- Researched and identified potential new markets.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Designed presentations and marketing materials to promote insurance products.
Front Desk Administrator
Pena & Kahn
2011.03 - 2014.06
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an organized reception area, creating a welcoming atmosphere for clients and visitors.
- Improved office organization by implementing effective filing systems and document management practices.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns at the front desk.
- Provided administrative support to various departments, contributing to overall company efficiency.
- Assisted in the coordination of events and meetings, ensuring seamless logistics and positive outcomes.
- Processed incoming mail and packages, distributing items to appropriate recipients in a timely manner.
- Handled sensitive information with discretion, maintaining client confidentiality at all times.
- Collaborated with team members on special projects, resulting in successful completion within tight deadlines.
- Increased overall productivity by efficiently managing schedules and appointments for multiple executives.
- Managed multi-line phone systems, directing calls to appropriate departments for efficient communication.
- Managed invoicing procedures accurately resulting in fewer billing disputes from guests.
- Conducted regular inventory checks on supplies allowing proactive restocking before depletion caused delays.
- Maintained personnel records and updated internal databases to support document management.
Education
High School Diploma -
Ramon Jose Davila
Coamo, PR06.2017
Certificate - Customer Service Management
Sobro Learning Center
The Bronx, NY10.2010
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Computer Proficiency
- Money handling abilities
- Microsoft Excel
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Paperwork Processing
- Appointment Scheduling
- Administrative Support
- Bilingual
- Self Motivated
- Shipping and Logistics
- Receiving support
- Flexible
Timeline
Customer Service Representative
Kuehne + Nagel
2024.07 - Current
Warehouse Operations Clerk
NFI
2022.03 - 2024.05
Consolidation Specialist
Walmart Distribution Center
2019.11 - 2019.12
Medical Receptionist
Hamilton Dental Associates
2018.11 - 2019.06
Enrollment Specialist
First Care of NY
2016.08 - 2017.11
Front Desk Administrator
Pena & Kahn
2011.03 - 2014.06
High School Diploma -
Ramon Jose Davila
Certificate - Customer Service Management
Sobro Learning Center
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