Rosalynn Santos
Orlando,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call Center / Senior Technical Support / Trainer 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.
Overview
7
7
years of professional experience
Work History
Senior Technical Support Representative
Asurion
Orlando, FL
02.2024 - Current
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Delivered constructive call process feedback.
- Developed employee performance and satisfaction optimization programs.
- Motivated and promoted team employees from within for key leadership roles.
- Developed quality assurance standards and established targets for all staff.
- Determined and formulated policies, procedures and business strategies to meet growth objectives of company.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Navigated through computer systems to review information and respond appropriately to callers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Store Manager
Spoleto Italian
Orlando, FL
06.2021 - Current
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Developed new store location from ground up by hiring and training efficient team
- Managed inventory control, cash control and store opening and closing procedures.
Shift Manager
Auto Zone Auto Parts
Orlando, FL
02.2022 - 06.2022
- Trained and mentored new employees to maximize team performance
- Kept employees operating productively and working on task to meet business and customer needs
- Managed schedules, accepted time off requests and found coverage for short shifts
- Tracked receipts, employee hours and inventory movements.
Manager of Operations
Panda Express
Orlando, FL
01.2017 - 06.2021
- Devised processes to boost long-term business success and increase profit levels
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Education
GED -
Poinciana High School
02.2017
Skills
- High Energy and Stamina
- Special Requests and Substitutions
- Specials Promotion and Upselling
- Staff Training
- Conflict and Complaint Resolution
- Team Player
- Workflow Coordination
- Transactions and Cash Handling
- Decision Making
- Reliable and Responsible
- Performance Monitoring and Evaluation
- Staff Supervision
- Originality and Creativity
- Customer Service
- Administrative Management
- Management Training
- Time Management
- Department Oversight
- Shift Scheduling
- Problem Anticipation and Resolution
- Recruiting and Hiring
- Business Leadership
- Policies and Procedures
- Team Development
- Business Growth Initiatives
- Quality Assurance
- Call Control
- Sales closing
- Data Entry
- Report Preparation
- Product Upselling
- Customer Relationship Management
- Technical Support
- Communicating with clients
- Training experience
- Analytical abilities
- Problem-solving skills
- Providing customer support
- Building rapport
- Appointment Scheduling
- Product Knowledge
- Call Center Customer Service
- Proficiency in CRM software
- Data Entry
- Computer literacy
- Troubleshooting
- Shipping and receiving understanding
- Customer Relations
- Office equipment proficiency
- Active Listening
- Microsoft PowerPoint
- Microsoft Excel
- Accountability
- Self Motivated
- Disciplined
Timeline
Senior Technical Support Representative
Asurion
02.2024 - Current
Shift Manager
Auto Zone Auto Parts
02.2022 - 06.2022
Store Manager
Spoleto Italian
06.2021 - Current
Manager of Operations
Panda Express
01.2017 - 06.2021
GED -
Poinciana High School
Similar Profiles
JESSICA WARRENJESSICA WARREN
Customer Service Representative at AsurionCustomer Service Representative at Asurion
Sara AmacherSara Amacher
Senior Tax Analyst at AsurionSenior Tax Analyst at Asurion
DANEIA HAWKINSDANEIA HAWKINS
Part-time Field Sales Representative at AsurionPart-time Field Sales Representative at Asurion
Ashley McGinleyAshley McGinley
Technical Field Representative at AsurionTechnical Field Representative at Asurion
ANDREW ST. C. BROWNANDREW ST. C. BROWN
Teachers Assistant at Hillcrest Educational CenterTeachers Assistant at Hillcrest Educational Center