Marlinda Santiago
Sparta,NC
Summary
Adept in bilingual communication and multitasking, I elevated customer satisfaction at Lowe’s Home Centers, LLC, by swiftly resolving issues and enhancing service delivery through effective decision-making and teamwork. My proficiency in data management and adaptability ensured high-quality customer care across various platforms, showcasing my commitment to excellence and collaborative success.
Overview
9
9
years of professional experience
Work History
Customer Experience Professional- Emails
Lowe's Home Centers, LLC
Sparta, NC
12.2024 - Current
- Mainly assist customers via email responses by utilizing proper templates and following the correct processes found in Knowledge.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided updates on order status for both in-store and online purchases using systems like Genesis and MyRedVest.
- Gathered order statuses by initiating contact with suppliers and Lowe's branches using various communication methods, such as emails or outbound calls.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments (e.g., Accounting Team and Rebate Center) to provide solutions that meet customer needs.
- Document feedback, such as website feedback, in-store/delivery experiences, and employee compliments.
Customer Relations Professional- Social Media
Lowe's Home Centers, LLC
Sparta, NC
06.2021 - 12.2024
- Utilized Salesforce to communicate privately with customers via social media conversation threads, mainly through Facebook and Twitter.
- Followed up with the customer via email, outbound calls, or private/direct messages in certain circumstances of urgency, when involving delayed or lost orders.
- Assisted customers with escalating their cases, if needed, related to rebates, repairs, and installation issues.
- Reported fake Lowe's Home Improvement websites and social media accounts.
- Analyzed public social media posts by customers to provide private assistance.
- Adhered to established procedures and policies while assisting customers.
- Tracked every contact and assistance provided to customers.
Customer Care Associate- Inbound Calls
Lowe's Home Centers, LLC
North Wilkesboro, NC
06.2016 - 06.2021
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Supported customers in completing order transactions efficiently over the phone.
- Provided order assistance by completing any modifications, such as adding or removing items, applying discounts, and resolving any alerts on their orders.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- In certain circumstances, customers would require transfers to other internal departments for the best assistance, depending on the issue needing to be addressed.
- Educated customers on company policies including returns and price matches.
- Navigate through multiple internal systems when assisting customers to efficiently assist customers.
- Offered VOC (survey) at the end of each call.
Education
High School Diploma -
Alleghany High School
Sparta, NC06-2013
Skills
- Bilingual: Spanish
- Multitasking abilities
- Calm under pressure
- Data management
- Teamwork and collaboration
- Computer skills
- Decision-making
- Adaptability
Timeline
Customer Experience Professional- Emails
Lowe's Home Centers, LLC
12.2024 - Current
Customer Relations Professional- Social Media
Lowe's Home Centers, LLC
06.2021 - 12.2024
Customer Care Associate- Inbound Calls
Lowe's Home Centers, LLC
06.2016 - 06.2021
High School Diploma -
Alleghany High School
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