Santana Alejo
Austin,TX
Summary
Support professional with proven track record of delivering impactful results. Demonstrates strong team collaboration and adaptability, ensuring reliable performance in fluctuating environments. Skilled in financial analysis, customer relationship management, and compliance with regulatory standards. Known for effective communication, problem-solving abilities, and results-driven mindset.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Financial Services Representative
Charles Schwab
Austin, TX
04.2025 - Current
- Enforced stringent security protocols to safeguard client assets.
- Strengthened client connections by implementing personalized communication strategies.
- Cultivated meaningful connections during client interactions to address needs and provide tailored solutions.
- Assisted users in resolving password and user ID issues. Provided support for account access challenges. Guided individuals through troubleshooting steps to regain access.
Customer Solutions Specialist
Spectrum
Austin, TX
08.2024 - 03.2025
- Resolved customer inquiries through effective communication and problem-solving.
- Oversaw customer account management, ensuring accuracy of information and prompt updates.
- Collaborated with cross-functional teams to enhance customer experience and service delivery.
Team Lead
Spectrum
Austin, TX
02.2023 - 08.2024
- Evaluated support metrics to pinpoint opportunities for process enhancement.
- Facilitated collaboration with senior support and technical teams to optimize product functionality.
- Facilitated skill development for junior team members to improve technical proficiency and customer service effectiveness.
- Coordinated escalations with cross-functional teams to ensure timely resolutions for customers.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Crafted comprehensive presentations focused on team performance metrics and educational activities to drive improvement and engagement.
Billing Services Specialist
Spectrum
Austin, TX
10.2020 - 02.2023
- Addressed customer billing inquiries to enhance service satisfaction through precise information and effective support.
- Streamlined appointment coordination processes, optimizing response times to customer inquiries and scheduling efficiency.
- Collaborated with team members within and outside department to resolve complex customer concerns, enhancing overall service quality.
Technical Support Representative
Spectrum
Austin, TX
10.2017 - 10.2020
- Diagnosed and resolved technical issues utilizing advanced diagnostic tools and software applications for mobile phones and cable services.
- Guided customers through online platforms to optimize self-service experience.
- Maintained accurate documentation of customer interactions in ticketing system to enhance service continuity.
- Coordinated efforts with team members to enhance support efficiency and reduce response delays.
- Provided comprehensive education on product features and troubleshooting methods to empower customers.
Customer Service Representative Temp
Harte Hanks
Austin, TX
07.2017 - 08.2017
- Resolved customer inquiries efficiently, enhancing overall satisfaction and retention.
- Collaborated with cross-functional teams to streamline communication processes.
Education
Google IT Support Certificate -
Coursera
Online03.2024
Associate of Applied Science -
Austin Community College
Austin, TX05.2011
Skills
- APPOINTMENT SCHEDULING
- MICROSOFT OFFICE
- PERFORMANCE ANALYSIS
- EXCELLENT WRITTEN AND VERBAL COMMUNICATION
- STRONG PROBLEM SOLVING
- DE-ESCALATION
- INCIDENT TRIAGE
- TIME MANAGEMENT
- OUTSTANDING ATTENTION TO DETAIL
- ABILITY TO WORK INDEPENDENTLY
- CRITICAL THINKING
- EXCEPTIONAL MULTITASKING
- TROUBLESHOOTING
- CUSTOMER RELATIONSHIP MANAGEMENT
- ACCOUNT DOCUMENTATION
- REGULATORY COMPLIANCE
Certification
- Securities Industry Essentials(SIE)
- FINRA Series 7
- FINRA Series 63
LEADERSHIP
- Supported a monthly average of 326 call center agents by providing guidance and instruction regarding policies and internal tools
- Resolved escalated customer concerns at a local and corporate level
- Collaborated with various leadership levels and departments to resolve complex customer concerns and systemwide technical issues via email, internal chat service, phone and ticketing systems
- Resolved local desktop and software problems through use of local IT protocols
- Supervised, led, and guided team weekly meetings
- Monitored team performance through use of analytical skills and metric evaluation
- Formulated team engagement exercises
- Implemented strategies to improve the metrics of call center agents
Timeline
Financial Services Representative
Charles Schwab
04.2025 - Current
Customer Solutions Specialist
Spectrum
08.2024 - 03.2025
Team Lead
Spectrum
02.2023 - 08.2024
Billing Services Specialist
Spectrum
10.2020 - 02.2023
Technical Support Representative
Spectrum
10.2017 - 10.2020
Customer Service Representative Temp
Harte Hanks
07.2017 - 08.2017
Google IT Support Certificate -
Coursera
Associate of Applied Science -
Austin Community College