Samantha Santos Castanon
Hialeah,FL
Summary
Dynamic customer service professional with a proven track record at Wawa, excelling in conflict resolution and enhancing customer loyalty through empathetic listening. Skilled in Microsoft Dynamics 365 and critical thinking, I effectively managed high-pressure situations, boosting sales revenue and ensuring customer satisfaction. Committed to fostering positive relationships and delivering exceptional service.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Wawa
03.2024 - 03.2025
- 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.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Greeted and seated guests to provide friendly and welcoming experience.
- Maintained clean and organized dining areas for an enjoyable guest experience.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Contributed to team success by cross-training in multiple roles, fostering a collaborative work environment.
Teacher
Happy Kids Day Care
08.2023 - 01.2024
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
Education
Associate of Arts - Finance
Miami Dade College
Miami, FL01-2027
Economics
IPVCE Jose Marti Perez
06-2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Patient confidentiality
- Customer assistance
- Work ethic and integrity
- Patience and empathy
- Time management skills
- Microsoft dynamics 365
- Multilingual document support
- File Management Abilities
Certification
- Toddler Teacher Training - 45 hrs
- Tax Preparer Fornaris Accounting and Tax Academy
- Tax Preparer Lina Castellanos LLC
- RBT - Registered Behavior Technician
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative
Wawa
03.2024 - 03.2025
Teacher
Happy Kids Day Care
08.2023 - 01.2024
Associate of Arts - Finance
Miami Dade College
Economics
IPVCE Jose Marti Perez
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