Miguel Santana
Paulsboro,NJ
Summary
Bilingual Customer Service Representative quickly and effectively resolves complaints and issues. Well-trained and composed in busy call center settings. Proficient in Microsoft Office. Personable and dedicated Customer Service Representative with extensive experience in Office and warehouse industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Problem Solver/Picker Packer
Walmart
Pedricktown, New Jersey
09.2021 - 01.2024
- Identified and analyzed complex problems to develop effective solutions.
- Developed innovative strategies for resolving customer complaints and difficult situations.
- Created detailed reports outlining problem solving techniques used in specific cases.
- Provided technical advice on product issues, design specifications, and software upgrades.
- Collaborated with other departments to identify root causes of systemic problems.
- Utilized data analysis tools to identify trends in customer feedback and prioritize areas for improvement.
- Conducted research into industry best practices for problem-solving approaches.
- Gathered information from customers to accurately diagnose system issues and ensure successful resolutions were achieved.
- Implemented corrective measures to prevent future occurrences of the same issue.
- Coordinated efforts between multiple teams within the organization when developing solutions for complex problems.
- Made decisions and resolved issues using critical thinking and analytical skills.
- Generated various solutions to choose and put best plan into action.
- Picked orders according to customer specifications, utilizing order sheets, pick lists, and item numbers.
- Verified accuracy of picked items by comparing them against pick list.
- Labeled packages accurately with destination addresses for shipping purposes.
- Assembled boxes or other containers for packing goods prior to shipment.
- Reported any damaged products to supervisor immediately upon discovery.
- Assisted in unloading delivery trucks when necessary using pallet jacks or hand carts.
- Loaded boxes onto conveyor belts for sorting into correct shipping destinations.
- Wrapped packages securely with bubble wrap, tape and labels before loading onto delivery trucks.
- Weighed packages to ensure they met shipping weight requirements.
- Checked expiration dates on perishable items prior to packing them for shipment.
- Provided assistance in other areas of the warehouse when needed including receiving and stocking duties.
- Selected products and items from shelves and pallets for customer orders.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Confirmed items picked for orders by keying codes into system.
- Promoted workplace safety and smooth production by keeping workspaces clean, organized and free of hazards.
- Packaged fragile items with protective padding to prevent damages during shipments.
- Trained new employees regarding warehouse procedures and standards.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
- Printed accurate labels and applied to boxes, crates and containers prior to shipment.
AFE2 Pack, Fulfillment Center
Amazon Fulfiment Center
03.2017 - Current
- Outbound AFE process guide, coaching associates on best practices, mediating on-floor escalations and concerns with managers and fulfilling full back-up PA duties
- Offered solutions to Learning team in training bi-lingual and Spanish speaking only associates, helping to drive faster and successful turn-around of onboarding
- Served as ambassador to both Sort and Pack associates in Outbound, scoring in top 3 for chutings and sort performance of trainees several times
- Support team’s customer experience by ensuring critical pulls are packed on time
- Provide relief to Sort float team as required, helping Sort meet volume goals
- Lean Problem solver and slam operator, ensuring shipments reach customers on time by removing barriers and resolving issues with packages and items.
Clerk ii, Cooper research Institute
Cooper University Health Care
03.2015 - 03.2017
- Administration of physical and virtual office files, including Excel spreadsheets
- Office supply management and procurement
- Customer relationship management
- Maintain claims and invoices for payment processing
- Develop invoices and cash vouchers
- Provide quality assurance via Health-Quest and Med-Assets applications.
Administrative Intern, Organization & Staff Development, Human resource
Cooper University Health Care
06.2013 - 03.2015
- Coordinated logistics for department programs and courses
- Developed registration process for company’s learning management system
- Problem solved computer and network-based issues for department
- Developed materials for classes and events including regularly scheduled new hire orientation, new manager orientation, a full array of courses, and leadership, town and Board meetings.
Education
Currently taking PC maintenance and Repair -
Pendeing, Penn Foster
03.2024
High School Deploma -
Camden High School
01.2012
Skills
- Bilingual
- Multitasking
- Understanding and working with People
- Computers skill such as Microsoft word, Excel and Power point presentation
- Inventory Tracking
- Order Fulfillment
- Problem Identification
- Material Handling
- Customer Service
- Problem Resolution
- Calm and Professional Under Pressure
- Spanish and English Fluency
- Team Collaboration
- Adaptability
- Inbound and Outbound Calling
- Problem-solving abilities
- Translation and Interpretation Services
- Microsoft Office
- MS Office
- Customer service excellence
- Shipping and receiving understanding
- Administrative and Office Support
- Data Entry
- Organizational Skills
- Computer Skills
- Document and Records Management
- 45 wpm Typing Speed
Additional Information
I am an energetic individual that love to always smile. Most of the things I like to do is travel, go to the beach, cooking homemade meals and learn new things. I have took the role of the PA for a while when I was in night shift when some of the PA transferred or was not available. I learn to understand my AA and work with them better. I am an alumni and also volunteer at HopesWorks an Non-profit organization that help students there the meaning of the web development program and how to create a web site page. Most of all those things I love to are spend time with my family, Cook, Make people laugh and even learn new things.
Certification
- HeartSAVER First AID CPR AED Certification
Timeline
Problem Solver/Picker Packer
Walmart
09.2021 - 01.2024
AFE2 Pack, Fulfillment Center
Amazon Fulfiment Center
03.2017 - Current
Clerk ii, Cooper research Institute
Cooper University Health Care
03.2015 - 03.2017
Administrative Intern, Organization & Staff Development, Human resource
Cooper University Health Care
06.2013 - 03.2015
Currently taking PC maintenance and Repair -
Pendeing, Penn Foster
High School Deploma -
Camden High School