Monica Santos
Dallas,TX
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Alorica
Irvine, CA
08.2023 - 02.2026
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Collaborated with team members to improve service delivery processes.
- Developed training materials for onboarding new staff, streamlining knowledge transfer.
- Utilized CRM software to track customer interactions and ensure follow-up actions were completed.
- Implemented best practices for handling complex customer issues, driving resolution rates higher.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
Receptionist
Duncanville Auto Sales
Duncanville, TX
08.2019 - 03.2023
- Answered phone calls, provided information to callers, and connected callers to appropriate people
- Maintained daily calendars, set appointments with clients, and planned daily office events.
- Processed payments and updated accounts to reflect balance changes. Oversaw office inventory by restocking supplies and submitting purchase orders.
- Served visitors by greeting, welcoming, and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed incoming calls and directed inquiries to appropriate departments efficiently.
- Processed customer transactions accurately, ensuring seamless sales operations and satisfaction.
- Coordinated communication between departments, fostering collaboration and workflow improvements.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained organized scheduling for appointments and vehicle showings, enhancing customer service experience.
- Implemented filing system improvements, increasing retrieval efficiency for client documents and records.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
BDC Agent
Clay Cooley Nissan
Dallas, TX
02.2018 - 08.2019
- Scheduled vehicle-showing appointments for sales team and provided reminder phone calls to customers.
- Followed required scripts and guidelines for inbound and outbound sales calls.
- Developed strong understanding of vehicle product knowledge to assist with automotive sales and customer questions.
- Determined customer automotive needs by asking relevant questions and working to develop relationships.
- Followed up on sales leads through outbound calling.
- Managed needs of more than 50 customers at once using strong prioritization and multitasking abilities.
Leasing Consultant
ASAP Personnel
Addison TX
01.2015 - 12.2017
- Prepared lease paperwork and obtained signatures and first payments from new residents.
- Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units, and quickly resolving issues.
- Led property tours to showcase amenities to prospective tenants and offered valuable information regarding major features.
- Contacted and followed up with tenants on renewal notices.
- Encouraged prospective tenants to fill out applications after property tours. Conducted background checks on applicants.
- Detailed application requirements and answered questions from prospective tenants.
- Maintained accurate records of correspondence with and from tenants. Maintained high customer approval rating through dynamic service, exemplary support, and interpersonal communication.
- Escalated critical issues to property manager to deliver immediate resolution.
- Conducted property tours, showcasing amenities and fostering positive relationships with potential renters.
- Developed marketing strategies to attract new tenants, utilizing social media and local advertising channels.
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Verified tenant incomes and other information before accepting lease applications.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Responded to requests and scheduled appointments for property showings.
- Provided exceptional customer service, addressing inquiries in a timely manner to maintain positive relationships with tenants.
- Greeted clients, showed apartments, and prepared leases.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Managed online listings for the property, ensuring accurate information was available for potential tenants at all times.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Collected rent and tracked resident payments and information in computer system.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
- Streamlined the application process for prospective tenants, reducing wait times and increasing efficiency.
- Distributed and followed up on tenant renewal notices.
- Collected monthly rent payments and other fees, always properly recording, and processing money.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Maintained organized files on all current and past tenants, allowing for efficient retrieval of information when needed.
- Improved overall property appearance by coordinating regular inspections and suggesting necessary improvements.
- Improved efficiency, organizing leasing office operations and reducing paperwork processing time.
- Negotiated lease agreements to meet both tenant needs and property management goals.
- Participated in regular training sessions to stay current on industry trends and best practices.
- Conducted property tours for potential tenants, showcasing amenities to increase leasing interest.
Education
High School Diploma -
Sunset
Dallas, TX05.2011
Skills
- Excellent Verbal and Written Communication
- Excellent proficiency in Microsoft 365
- Customer Service
- Bilingual in Spanish
- Attention to Detail
- Patient and professional under pressure
- Data Entry
- Clerical
- Receptionist
- Problem Solving
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer relationship management
- Complaint resolution
- Customer retention
- De-escalation techniques
- Call centers
- Computer proficiency
- Data entry
- Active listening
- Follow-up skills
- Microsoft outlook
- Product and service solutions
- Call management
- Administrative support
- Call center operations
- Client relations
- Sales closing
- Appointment scheduling
- Receiving support
- Payment processing
- Scheduling
- Account updating
- Sales expertise
- Customer service
- Good communication skills
- Customer relations
- Customer order management
- Professional telephone demeanor
- Prioritization
- Relationship building
- Critical thinking
- Office equipment proficiency
- Documentation
- Product knowledge
- Live chat support
- Microsoft Office Suite
- [Software] CRM system proficiency
- Paperwork processing
- Data collection
- Escalation management
- Document control
- Research
- Multi-line phone talent
- Product sales
- Account management
- CRM software
Languages
English: Native/Bilingual
Spanish: Professional
Timeline
Customer Service Specialist
Alorica
08.2023 - 02.2026
Receptionist
Duncanville Auto Sales
08.2019 - 03.2023
BDC Agent
Clay Cooley Nissan
02.2018 - 08.2019
Leasing Consultant
ASAP Personnel
01.2015 - 12.2017
High School Diploma -
Sunset