Margarita Santiago
Plantsville,CT
Summary
I am highly organized and experienced in the Customer Service Industry for over 15 years. Detail-oriented and dedicated to helping customers maintain a positive attitude. I am bilingual in Spanish and English. I have many skills and advanced in computer using CRM systems, SIS, Dispatch system, Word, Excel, Outlook, PowerPoint, sharePoint, PayPal, Lexus Nexus, Emailage, Itas, Outlook, slack, Admin, SalesForce, Ring Central, Google Sheets, Zendesk, Livery Coach, Zoom, Genesys, CPO, Cisco (Customer Product Overview) and many other platforms.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Kelly Services
07.2024 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Create and Close cases in SIS
- Resolved complex customer inquiries using CRM systems to enhance user satisfaction.
Reservation Specialist
Elite Limousine
10.2023 - 03.2024
- Assisted customers with making reservations and entered reservation details into the computer system.
- Provide customers with information about availability and pricing.
- Call Center environment
- Responded to customer requests for products, services, and company information via phone and email
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Dispatcher
Veyo Transportation
05.2018 - 10.2022
- Non-emergency transportation
- Monitor and track through the Dispatch Communication System
- Monitor vehicle locations to coordinate timely arrivals.
- Coordinate schedules and communicate changes to drivers.
- Daily huddle
- Detail Oriented
- Monitor new transportation request
- Book transportation
- Fast-paced environment
- Work from home
- Call Center
Fraud Analyst
StubHub
07.2016 - 04.2018
- Track fraud cases and monitor trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Review reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
- Summarized all key information regarding the investigation into a detailed report for delivery to the client.
Customer Service Specialist
Community Renewal Team
10.2014 - 03.2016
- CRM Systems
- Detail Oriented
- Review applications for energy assistant
- Determine Eligibility
- Data Entry
- Escalated major issues to the supervisor.
- Multi-line Telephone
Call Center Representative
LogistiCare
09.2012 - 09.2014
- Call Center
- Detail Oriented
- Handled high-volume calls
- Non-Emergency Transportation Services
- Scheduling
- Fast-paced environment
Education
High School Diploma -
Hartford High School
Hartford, CT06.2006
Skills
- Detail-oriented and capable of multi-tasking
- Strong listening, analytical, and problem-solving
- Multi-line Telephone
- Review/help with an application
- Excellent verbal and written communication
- Scheduling
- Data Entry
- Teamwork as well as Individual
- Fast-Paced Environment
- Call Centers
- Work From Home
- Advanced knowledge of Microsoft Word, Excel, Access
Timeline
Customer Service Representative
Kelly Services
07.2024 - Current
Reservation Specialist
Elite Limousine
10.2023 - 03.2024
Dispatcher
Veyo Transportation
05.2018 - 10.2022
Fraud Analyst
StubHub
07.2016 - 04.2018
Customer Service Specialist
Community Renewal Team
10.2014 - 03.2016
Call Center Representative
LogistiCare
09.2012 - 09.2014
High School Diploma -
Hartford High School