Monica Santoyo
Lufkin,US
Summary
Resourceful and dedicated Customer Service professional with over 15 years of experience in providing exceptional customer support, managing client relationships, and enhancing customer satisfaction. Recognized for outstanding problem-solving skills, effective communication, and ability to thrive in fast-paced environments. Talented Scheduler with a hardworking mentality and an organized approach. Familiar with compliance and documentation requirements. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail, and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
8
8
years of professional experience
Work History
Service Field Scheduler; Dispatcher
Ricoh USA
05.2023 - 07.2024
- Coordinated and scheduled deliveries and installations, ensuring timely and accurate execution
- Streamlined communication between departments to enhance operational efficiency
- Provided high-level customer support, addressing inquiries and resolving issues promptly
- Maintained detailed logs and records using Oracle Database, ensuring data accuracy and availability
- Awarded Employee of the Month (August 2023) for outstanding performance and dedication
- Recognized as Employee of the Quarter (Q4 2023) for exceptional contributions to team success and operational efficiency.
Virtual Assistant
Rodríguez Foundation Excavation
04.2020 - 04.2024
- Oversaw filing processes and ensured accurate data entry
- Developed efficient recordkeeping systems to support operational processes
- Handled multiple administrative tasks simultaneously with precision and attention to detail.
Marketing Expert
Accenture
11.2019 - 03.2020
- Assessed Facebook customer requirements and heightened brand awareness through tailored recommendations
- Evaluated Facebook marketing strategies by leading positive ROI
- Customized marketing plans based on in-depth research by performing numerous tasks
- Pinpointed optimal marketing channels and targeted demographics for campaign success
- Boosted customer ROI on ads through tailored audience targeting and refining ad strategies, leading to enhanced business results through increased ad views
- Elevated customer ad spends by 75% by optimizing ad creation methods.
Mobile Expert
T-Mobile
05.2016 - 09.2019
- Delivered accurate guidance to customers in cellular phone selection through comprehensive, open-ended inquiries and detailed product comparisons
- Fostered customer loyalty through outstanding shopping experiences
- Consistently met sales targets with proactive customer engagement and exceptional service levels
- Led store operations, including cash drawer reconciliation, equipment oversight, and staff supervision
- Provided exceptional customer service, addressing inquiries with clarity and efficiency
- Handled high-pressure situations calmly, ensuring customer satisfaction
- Led store operations and maintained accurate records
- Achieved top 15% ranking for both activation and accessory sales
- Enhanced store efficiency by refining opening and closing procedures
- Secured numerous high-scoring survey responses, indicating strong customer satisfaction for the company.
Education
High School Diploma -
Baylor University
Waco, TXSkills
- Customer Experience & Satisfaction
- Native Spanish Speaker
- Problem Solving and Decision Making
- Process & Workflow Development
- Technology Proficiency
- Multitasking and Prioritization
- Attention to Detail
- Computer Skills
- Data Entry
- Strong Work Ethic
- Schedule Coordination
Affiliations
- Gamma Alpha Omega Sorority
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Service Field Scheduler; Dispatcher
Ricoh USA
05.2023 - 07.2024
Virtual Assistant
Rodríguez Foundation Excavation
04.2020 - 04.2024
Marketing Expert
Accenture
11.2019 - 03.2020
Mobile Expert
T-Mobile
05.2016 - 09.2019
High School Diploma -
Baylor University
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