Samantha Santiago
Springhill,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
ComplianceSigns
10.2018 - 06.2024
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Developed and updated databases to handle customer data.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Warehouse worker
Macys Logistics
03.2016 - 09.2018
- Practiced defensive driving when operating company vehicles and heavy equipment
- Supervised material flow, storage and global order fulfillment
- Enforced the on-time shipment of products to create exceptional customer experiences
- Lifted warehouse materials up to 60 lbs
- Manually transported warehouse materials weighing up to 60 pounds and maintained stamina while standing, sitting, bending and walking for extended periods of time.
Hostess
Cracker Barrel
09.2015 - 03.2016
- Set dining tables according to type of event and service standards
- Served beverages, breads and butter and replenished items as necessary
- Resolved guest complaints quickly and efficiently
- Routinely removed trash and debris from restaurant
- Routinely carried large loads of dishes to kitchen for washing
- Stocked and maintained cleanliness of stations
- Set up advertising signs and displays on shelves, counters and tables
- Provided friendly and attentive service
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards
- Attended to new tables promptly to answer first questions and take drink orders
- Explained menu options in detail so that customers could make educated decisions on food items
- Cleared dirty dishes, refilled beverage glasses, cleaned tables and brought baskets of bread
- Effectively listened to, understood and clarified guest concerns and issues
- Pleasantly greeted guests and offered to take drink orders while they familiarized themselves with the menu
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients
- Assisted co-workers whenever possible
- Assisted guests with finding items
- Assisted with guest inquiries, take-out orders and restaurant cleanliness
- Supervised, trained and developed team members in accordance with company policies and procedures.
Cook/cashier
Casey's General Store
08.2014 - 09.2015
- Proofed dough and baked breads, cookies and other bakery products
- Inventoried and restocked items throughout day
- Followed checklists for shift start and end to help with smooth transitions
- Verified cash drawer against the day’s receipts
- Maintain clean, neat and properly stocked check stand area
- Supervised, trained and developed team members in accordance with company policies and procedures
- Stocked and maintained cleanliness of stations
- Lifted and maneuvered boxes weighing up to 40 pounds
- Refilled and rotated items on shelves to maintain well-stocked inventory
- Assisted with guest inquiries, take-out orders and restaurant cleanliness
- 1 years bakery experience
- Wiped down kitchen surfaces with fresh cloths, hot water and company-approved cleaning products to prevent food borne illness
- Handled customer complaints with poise and grace, immediately resolving issues by contacting the supervisor
- Packaged and labeled products
- Maintained appropriate professional relationship with union officials
- Effectively listened to, understood and clarified guest concerns and issues
- Removed discontinued, old and slow-moving items from shelves
- Ensured that food was served to guests at the proper temperature by bringing it to the table immediately
- Engaged in suggestive selling and other sales techniques
- Assisted in cashiering and Point of Sale (POS) system procedures during busy hours
- Updated daily logs, computer tracking systems and other relevant documentation
- Routinely removed trash and debris from restaurant
- Sorted, soaked and washed flatware
- Addressed guest concerns and resolved all issues to guests’ satisfaction.
Education
No Degree -
Volstate
Gallatin, TNdiploma -
MacArthur High School
Decatur, IL06.2014
Skills
Customer Service
Problem-solving abilities
Active Listening
Data Entry
Call center experience
Computer Proficiency
Microsoft Excel
Complaint resolution
Call Management
Documentation
Shipping and Logistics
Quality Control
Timeline
Customer Service Representative
ComplianceSigns
10.2018 - 06.2024
Warehouse worker
Macys Logistics
03.2016 - 09.2018
Hostess
Cracker Barrel
09.2015 - 03.2016
Cook/cashier
Casey's General Store
08.2014 - 09.2015
No Degree -
Volstate
diploma -
MacArthur High School
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