Mitzi Santos
Tampa
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
22
22
years of professional experience
Work History
Chargeback Analyst 1
Velera
03.2021 - 11.2025
- Participated in cross-functional initiatives aimed at improving the customer experience when dealing with chargebacks.
- Documented all activities associated with resolving debt chargebacks, according to established guidelines.
- Identified trends in chargebacks through data analysis and reporting.
- Responded to fraud alerts, chargebacks and disputes.
- Ensured the confidentiality and security of all financial and legal documents.
- Reviewed and ensured all transaction documents are complete
- Analyzed chargeback disputes to identify trends and root causes.
- Collaborated with cross-functional teams to resolve complex chargeback issues.
- Developed and maintained documentation for chargeback processes and procedures.
Customer Service Representative II
Humana
10.2019 - 03.2021
- Resolved customer inquiries efficiently through multiple communication channels, enhancing satisfaction and loyalty.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Hit Promotional Products
05.2019 - 10.2019
- Resolved customer inquiries efficiently using CRM software to enhance satisfaction.
- Coordinated order processing and fulfillment, ensuring timely delivery of promotional products.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Associate II
FIS GLOBAL
11.2018 - 04.2019
- Effectively controlled the release of proprietary and confidential information for general client lists.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Inputted information from customer calls and onsite service visits into the company's system.
- Inbound call center
- Resolved customer inquiries through phone, email, and chat channels, ensuring timely and effective communication.
- Assisted in training new associates on customer service protocols and company policies to enhance team performance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Co Leader
Amscot Financial Inc
10.2015 - 09.2018
- Responded to customer requests via telephone and email.
- Entered details such as payments, account information and call logs into the computer system.
- Verified money integrity and accuracy.
- Responded and resolved compliance request
- Researched and updated all required materials needed for firm and partners.
- Supported Branch Leader and District Leader with daily operational functions
- Assisted associates in following operational and compliance documentation and request
- Strategically scheduled team members to maintain optimal staffing levels at all times
- Copied, logged and scanned supporting documentation.
- Inbound and outbound collection calls
- Led cross-functional teams to enhance operational efficiency and service delivery.
Shift Leader
Walgreens
09.2003 - 10.2015
- Coached team members in techniques necessary to complete job tasks.
- Ensured a safe working environment by following all safety procedures, policies and regulations.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Assigned daily tasks to employees and monitored activity and task completion.
- Maintained established merchandising standards, including window, sales floor and promotional displays.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Supervised store operations, ensuring compliance with company policies and procedures.
- Trained and mentored team members to enhance performance and customer service skills.
- Coordinated inventory management, optimizing stock levels and reducing waste.
- Resolved customer inquiries and issues, fostering positive relationships and satisfaction.
- Monitored cash handling procedures, maintaining accuracy in transactions and reporting.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
Customer Service Associate
Stein Mart
01.2012 - 08.2014
- Provided exceptional customer service by addressing inquiries and resolving issues effectively.
- Handled transactions accurately using point-of-sale systems to ensure seamless checkout experiences.
- Maintained product knowledge to assist customers in making informed purchasing decisions effectively.
- Monitored inventory levels and assisted with restocking shelves, ensuring optimal product availability for customers.
- Developed strong relationships with customers, fostering loyalty through personalized service and follow-up communications.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
Bachelor of Science - Business
University of Phoenix
Tampa, FL06-2008
High School Diploma -
Hillsborough High School
Tampa, FL01-2003
Skills
- Microsoft 365
- PowerPoint
- Word
- Access
- Excel
- Adobe Acrobat Reader
- Customer service
- Credit analysis
- Typing speed is 41
- Fraud detection
- Chargeback processing
- Microsoft office
- Payment processing
- Credit card processing
Timeline
Chargeback Analyst 1
Velera
03.2021 - 11.2025
Customer Service Representative II
Humana
10.2019 - 03.2021
Customer Service Representative
Hit Promotional Products
05.2019 - 10.2019
Customer Service Associate II
FIS GLOBAL
11.2018 - 04.2019
Co Leader
Amscot Financial Inc
10.2015 - 09.2018
Customer Service Associate
Stein Mart
01.2012 - 08.2014
Shift Leader
Walgreens
09.2003 - 10.2015
High School Diploma -
Hillsborough High School
Bachelor of Science - Business
University of Phoenix