Sandra Santiago
Linden,NJ
Summary
Experienced and bilingual professional with 13+ years in customer service and retail. Dedicated and motivated expert, eager to apply broad knowledge and skills to improve business performance. Thrives in individual and team environments, adapting quickly to diverse processes to achieve organizational goals. Resourceful and results-oriented, committed to fostering growth and enhancing efficiency to meet company objectives and elevate service value.
Overview
16
16
years of professional experience
Work History
Assistant Store Manager
Soma
08.2023 - 02.2024
- Managing day-to-day operations including assigning tasks.
- Resolving customer complaints efficiently while maintaining excellent customer service.
- Supervising cash handling processes, returns, exchanges to ensure accuracy of transactions.
- Directing a team of 6 and time management, improving customer experiences.
- Coaching employees on customer service and selling techniques and training on all operational functions.
- Assisting with floor sets following plan-o-grams to update store appearance.
Customer Experience Representative - Remote
US Luggage - Briggs & Riley
09.2022 - 08.2023
- Providing timely, accurate information and solutions to customers inquiries via email and phone calls.
- Assisting customers with product knowledge, suggestions, orders, shipping information and issues, returns, parts and warranty for US and international customers worldwide.
- Working closely with all departments from logistics, accounting, sales representatives, marketing, design, repair and e-commerce.
- Collecting data from customers feedback related to issues or errors on website to enhance customer experience.
- Proficient in Zendesk, Shopify, Amazon Seller, AS400 and WebSynapse.
E-commerce Customer Service Lead - Remote/Hybrid
Naturopathica Holistic Health, LLC
10.2018 - 09.2022
- Assisting customers courteously and professionally, ensuring prompt resolution in the U.S., Canada, and U.K. resulting in increased customer loyalty.
- Maintaining knowledge of brand to provide best suggestions and recommendations to customers.
- Collaborating closely with all departments from supply chain, logistics, finance, marketing, creative, and spa division.
- Servicing two wholesale accounts: Dermstore and Goop to increase company revenue.
- Understanding of promotions, discount codes, refunds, credits, chargebacks, and shipping carriers.
- Collecting data from customers feedback related to issues or errors on website to enhance customer experience.
- Proficient in Zendesk, Shopify, Amazon Seller, Slack, Yotpo (reviews/rewards program), WebSynapse, Wunderkind, UPS and Listrak.
Beauty Specialist
L'OCCITANE
04.2016 - 02.2018
- Greeted over 10 to 15 clients per day and providing information regarding skin, hair and body care.
- Cultivated productive and positive relationships with clients, built on loyalty and service, to ensure repeat business opportunities.
- Conducted skin analysis to determine appropriate skincare and body care regimen for client's needs.
- Sold products and related merchandise according to customer service techniques and professional selling skills.
- Mentored and served as a peer coach for new beauty specialists.
Assistant Store Manager
Alex & Ani, LLC
04.2014 - 02.2016
- Assisted store manager with daily operations in a 4.2 million dollar store.
- Created and delegated staff assignments, hiring and training new staff, while providing continual support and ongoing development of a team ranging from10 to20.
- Effectively promoting all brand initiatives, achieving personal and monthly store goals.
- Ensuring that store operations were met and followed by company compliance standards.
- Traveled to Panama to assist with preparing for the opening of a new store.
Customer Care Advocate - Hair Color Advisor
L'OREAL
04.2008 - 03.2014
- Answered an average of up to 80 calls per day, addressing customer inquiries, solving problems in a timely manner, and providing product information.
- Ensured superior customer experience by addressing customer concerns and utilizing active listening skills to demonstrate empathy and compassion.
- Inputting data via CRM program, responding to emails, issuing refunds and compensation, and assisted with special projects.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
Education
High School Diploma -
Grace H. Dodge V.H.S
The Bronx, NYSkills
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Team-Oriented and Cooperative
- Bilingual - Spanish
- Staff Management
- Coaching and Training
- Negotiation and Conflict Resolution
- Retail Operations
- Active listening
- Relationship building
- Customer service
- Data entry
- Client relations
- Critical thinking
Languages
Spanish
Native or Bilingual
Timeline
Assistant Store Manager
Soma
08.2023 - 02.2024
Customer Experience Representative - Remote
US Luggage - Briggs & Riley
09.2022 - 08.2023
E-commerce Customer Service Lead - Remote/Hybrid
Naturopathica Holistic Health, LLC
10.2018 - 09.2022
Beauty Specialist
L'OCCITANE
04.2016 - 02.2018
Assistant Store Manager
Alex & Ani, LLC
04.2014 - 02.2016
Customer Care Advocate - Hair Color Advisor
L'OREAL
04.2008 - 03.2014
High School Diploma -
Grace H. Dodge V.H.S
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