Lucia Santiago
Waukegan,IL
Summary
Attentive and reliable person with 7 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player. Multifaceted person with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Gilmer road animal hospital
Mundelein, IL
02.2023 - Current
- Answer and triage calls according to client and pet needs
- Screen and answer emails, return phone calls for voicemails, approve or deny online or written prescriptions
- Take care of billing and payment plans
- Be the best in customer service
- Interpret for the doctor is there is a Spanish speaker, and more
Greeter/Customer Service
Fc valet
Lake Forest, IL
12.2021 - 02.2023
- Directs customers by escorting them to racks and counters; suggesting items
- Advises customers by providing information on products
- Helps customer make selections by building customer confidence; offering suggestions and opinions
- Help patients reach their destination in regards to their scheduled appointment
- Drive and park their vehicle if needed and assist with wheelchairs and or assisting with walking to designated area.
Veterinary Assistant/Receptionist
Round Lake Animal Hospital
Round Lake, IL
07.2018 - 12.2021
- Responsible to oversee and support front desk staff while responsible for checking in and checking out patients during peak times
- Responsible to maintain high level of patient care and act as an educational resource for front desk staff
- Greeting visitors
- Managing security and telecommunications systems
- Handling queries and complaints via phone, email and general correspondence
- Transferring calls as necessary
- Taking and ensuring messages are passed to the appropriate staff member in time
- Managing meeting room availability
- Receiving, sorting, distributing and dispatching daily mail
- Preparing vouchers
- Handling transcription, printing, photocopying and faxing
- Recording and maintaining office expenses
- Handling travel arrangements
- Coordinating internal and external events
- Managing office inventory such as stationery, equipment and furniture
- Overseeing office services like cleaners and maintenance service providers
- Assisting the HR team with recruitment, onboarding and termination processes
- Maintaining safety and hygiene standards of the reception area.
Caregiver
Visiting Angels
Austin, TX
02.2018 - 06.2018
- Responsible for caring for elderly and helping them with their everyday needs.
Education
High school diploma -
Waukegan High School
GED -
College of Lake County
Grayslake, IL07.2024
Skills
- Customer Service
- Communications
- Cash Handling
- Teamwork
- Trainer
- Microsoft office
- Medical terminology
- Bilingual
Certification
- CPR/BLS
- First Aid Certification
- Driver's License
Additional Information
I'm a self motivated; bilingual, respectful ,and responsible self starter, Looking for an opportunity to grow My career, expand my experience ,and knowledge .
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Lead Customer Service Representative
Gilmer road animal hospital
02.2023 - Current
Greeter/Customer Service
Fc valet
12.2021 - 02.2023
Veterinary Assistant/Receptionist
Round Lake Animal Hospital
07.2018 - 12.2021
Caregiver
Visiting Angels
02.2018 - 06.2018
High school diploma -
Waukegan High School
GED -
College of Lake County