Santana McCoy
New Orleans,LA
Summary
Customer Service Professional experienced in enhancing customer satisfaction and streamlining service processes. Improved service delivery and maintained quality standards in high-volume interactions through effective team management and conflict resolution. Fostered positive work environments that encouraged team productivity and loyalty while developing strategies that strengthened customer relationships.
Overview
13
13
years of professional experience
Work History
Customer Service Team Lead
MARRERO CASH ADVANCE
Marrero, LA
01.2015 - 02.2021
- Resolved account service issues and responded to customer inquiries promptly, ensuring high levels of customer satisfaction.
- Processed cash transactions accurately and made collection calls, supporting overall office efficiency and organization.
- Led customer service team to enhance service quality and responsiveness.
- Trained staff on company policies and customer service best practices.
- Coordinated with management to align team goals with company objectives.
- Implemented feedback systems for continuous improvement of services.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Identified trends in customer requests and developed solutions to address them proactively.
- Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
Office Assistant
SEWERAGE & WATER BOARD OF NEW ORLEANS
New Orleans, LA
01.2014 - 12.2015
- Prepares source data for computer entry by compiling and sorting information; establish entry priorities.
- Processes applications to ensure accuracy; computes or verifies data, fees or payments, enters data and forwards or files paperwork.
- Processed applications to ensure accuracy, verifying data and fees, entering information, and filing paperwork as required.
- Oversaw daily operations of the Sewerage and Water Board office, ensuring efficient workflow and coordination among staff.
- Maintained filing systems and organized important records efficiently.
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the office budget.
- Assisted with special projects by researching information on the internet and other sources.
Supervisor Assistant
SMOOTHIE KING
New Orleans, LA
01.2008 - 12.2013
- Assisted in securing store opening or closing operations for scheduled shifts.
- Led front-line cashiers to deliver positive customer transactions and enhance overall shopping experience.
- Maintained quality service by establishing and enforcing organization standards.
- Troubleshot customer concerns or complaints.
- Assessed staff performance, providing constructive feedback and thorough documentation to support development.
- Implemented promotional campaigns to enhance customer engagement and sales.
- Monitored equipment performance, reporting maintenance needs to ensure operational efficiency.
- Resolved customer complaints in a timely manner while adhering to company policies.
- Assisted with hiring and onboarding of new employees into the department.
- Conducted research on industry trends to inform the decision-making process.
- Collaborated with other departments across the company on special projects.
- Coordinated inventory management to maintain product availability and freshness.
- Resolved customer inquiries and concerns to foster positive experiences.
- Managed daily operations to ensure efficient service and customer satisfaction.
Education
High School Diploma -
McDonald 35 High School
New Orleans, LA05.2008
Skills
- Loan processing
- Transaction processing
- Data entry accuracy
- Cash handling
- Money handling
- Call management
- Issue resolution
- Client management
- Account management
- Administrative support
- Operational management
- Microsoft Office
- Documentation management
- Office organization
- Detail-oriented
- Planning coordination
- Troubleshooting
- Report writing
- Active listening
- Critical thinking
- Relationship-Building
- Customer relationship management
- Service quality enhancement
- Problem solving
- Customer service excellence
Timeline
Customer Service Team Lead
MARRERO CASH ADVANCE
01.2015 - 02.2021
Office Assistant
SEWERAGE & WATER BOARD OF NEW ORLEANS
01.2014 - 12.2015
Supervisor Assistant
SMOOTHIE KING
01.2008 - 12.2013
High School Diploma -
McDonald 35 High School