Lia Santos
Ft. Pierce,FL
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management, and team leadership.
Overview
5
5
years of professional experience
Work History
Call Center Manager
St. Lucie Battery and Tire
06.2021 - Current
- Established and oversaw performance targets for call center associates.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
Hostess/Waitress
Nino's Lakewood Park
08.2019 - 03.2021
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating seating logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Kept server areas clean and stocked to increase efficiency while working tables.
Community Service Assistant
Dogs and Cats Forever
06.2020 - 10.2020
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing emails.
- Assisted coworkers and staff members with special tasks on daily basis.
Education
Bachelor of Science - Criminal Justice
Indian River State College
Ft. Pierce, FL05.2023
Associate of Arts - Sociology
Indian River State College
Fort Pierce, FL05.2021
High School Diploma -
Lincoln Park Academy
Ft. Pierce, FL05.2021
Skills
- Call Routing
- Call Center Customer Service
- Escalation Handling
- Hiring and Training
- Computer Skills
- Problem-Solving
- Excellent Communication
- Organizational Skills
- Decision-Making
- Scheduling and Coordinating
- Interpersonal Skills
Languages
Spanish
Native or Bilingual
Timeline
Call Center Manager
St. Lucie Battery and Tire
06.2021 - Current
Community Service Assistant
Dogs and Cats Forever
06.2020 - 10.2020
Hostess/Waitress
Nino's Lakewood Park
08.2019 - 03.2021
Bachelor of Science - Criminal Justice
Indian River State College
Associate of Arts - Sociology
Indian River State College
High School Diploma -
Lincoln Park Academy