Penelope Santos
Overview
3
3
years of professional experience
Work History
Account Manager/Collections
GREAT ROOMS FURNITURE
05.2023 - 10.2023
- Contacted Customers on my morning call list in reference to Current and Past Due Balances
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Streamlined internal processes for better efficiency in account management tasks.
- Conducted quarterly business reviews with major accounts to assess satisfaction and identify areas for improvement.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Recorded accurate and efficient records in customer database.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Informed customers of promotions to increase sales productivity and volume.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Service BDC Representative
COURTESY HYUNDAI
04.2021 - 02.2023
- Answer multiple calls for Vehicle Service Department
- Provide Outstanding Customer Service related to vehicles in Shop
- Update Customers on Status of Repair
- Submit Data to Warranty Companies for Payment
- Use CDK and XTime as well as Hyundai Web systems.
- Provided exceptional customer service through active listening, empathetic responses, and timely problem resolution.
- Nurtured existing client relationships through regular check-ins via phone or email correspondence.
- Identified and solved problems with minimal guidance to minimize disruptions to business.
- Streamlined appointment scheduling for increased efficiency and improved customer experience.
- Improved overall team morale by actively contributing to a positive work environment and supporting colleagues when needed.
- Facilitated seamless hand-offs between departments by effectively communicating client needs and expectations.
- Contributed to team success by consistently meeting or exceeding individual performance goals.
- Contributed to team objectives in fast-paced environment.
Customer Service Representative
24-7 Intouch / Abercrombie and Fitch, Holster
08.2020 - 02.2021
- Answer Multiple calls and provide Customer Service
- Assist Customers with Completing Orders via Phone and Chat
- Assist Customers with Returns and Refunds
- Track Packages through Fed Ex, UPS, USPS, and International Shipping Companies
- Assist Customers with Filing Claims for Missing Orders.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Massage Therapy -
Florida Metropolitan University
Tampa, FL09.2006
Culinary Arts
East Brunswick Vocational & Technical High School
East Brunswick, NJ06.1994
Skills
- Organization Skills
- Customer Interaction
- Interpersonal Skills
- Outstanding Phone Etiquette
- Skilled Multi-Tasker
- Problem Solving
- Work Well with Team
- De-Escalation Situations
- Status Tracking
- Relationship building and management
- Goal-Oriented
- Schedule Management
- Order Processing
Timeline
Account Manager/Collections
GREAT ROOMS FURNITURE
05.2023 - 10.2023
Service BDC Representative
COURTESY HYUNDAI
04.2021 - 02.2023
Customer Service Representative
24-7 Intouch / Abercrombie and Fitch, Holster
08.2020 - 02.2021
Massage Therapy -
Florida Metropolitan University
Culinary Arts
East Brunswick Vocational & Technical High School