Maria Santana
Concord,NC
Summary
Responsible Assistant store manager with many years of client interface experience in retail, customer service, and solid team player with upbeat positive attitude very dependable. Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.
Overview
2027
2027
years of professional experience
Work History
Assistant Store Manager
Crocs
2025 - Current
- Assisted in managing daily store operations, ensuring efficient workflow and customer satisfaction.
- Developed staff training programs to enhance product knowledge and customer service skills.
- Monitored inventory levels, coordinating with suppliers to maintain stock availability.
- Implemented visual merchandising strategies to improve product presentation and drive sales.
Team Leader
Crocs
07.2024 - 04.2025
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Devised and implemented processes and procedures to streamline operations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Sales Associate
Crocs
10.2023 - 07.2024
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to effectively build rapport and lasting relationships.
- Engaged with customers to build rapport and loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
CSR
Matos Insurances
09.2023 - 07.2024
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Bilingual collection specialist
JP Morgan Chase
02.2023 - 09.2023
- Used scripted conversation prompts to convey current account information and obtain payments.
- Achieved performance goals on consistent basis.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Trained new team members on scripts, company services, and collection strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collaborated with other departments to verify customer compliance with payment plans.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Collected on delinquent accounts to reduce overdue balances.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
Administrative assistant
Samuel Son & Co
04.2022 - 01.2023
- General office administration including faxing, filing, scheduling and placing orders
- Answered multiple phone lines
- Utilized Microsoft Office Suite
- United state Postal service
Customer Support Specialist III
Rotech Healthcare Inc
03.2017 - 10.2021
- Process new orders, respond to questions, resolve issues or forward to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
- Process work orders to field locations and coordinate timely fulfillment of products and services ordered
- Maintain accuracy and quality control throughout patient contact and inputs accurately
- Build relationships with locations, patients and referral sources.
Education
High School Diploma - undefined
Oakridge High School
2013
Skills
- Fluent in Spanish and English
- Excellent multi-tasker
- Microsoft Systems
- Customer service expert
- Organization and Time Management
- Excellent Communication
- Good Telephone Etiquette
- Issue investigation
- History research/ Data Entry
- Call center experience
Languages
Spanish
Native or Bilingual
Timeline
Team Leader
Crocs
07.2024 - 04.2025
Sales Associate
Crocs
10.2023 - 07.2024
CSR
Matos Insurances
09.2023 - 07.2024
Bilingual collection specialist
JP Morgan Chase
02.2023 - 09.2023
Administrative assistant
Samuel Son & Co
04.2022 - 01.2023
Customer Support Specialist III
Rotech Healthcare Inc
03.2017 - 10.2021
High School Diploma - undefined
Oakridge High School
Assistant Store Manager
Crocs
2025 - Current