Santino Espera

• Resolved complex customer issues by going above and beyond, such as locating out-of-stock textbooks and facilitating transfers between campuses, ensuring customer satisfaction.
• Provided exceptional support to a distressed customer experiencing technical issues, offering research, guidance, and solutions to resolve the issue, leading to positive customer feedback.
• Recognized for Outstanding Customer Service, consistently receiving formal recognition from management for excellent customer interactions and problem-solving.
• Demonstrated strong interpersonal skills, fostering positive relationships with students and customers, contributing to repeat business.

• Delivered a memorable dining experience by anticipating customer needs and resolving concerns promptly, resulting in repeat business and strong customer loyalty.
• Managed multiple tables during peak hours, exhibiting excellent multitasking and time management skills.
• Trained and mentored new staff, improving team performance and ensuring high-quality service during busy periods.

• Led a team during high-pressure periods, efficiently delegating tasks, training new staff, and maintaining service quality under challenging circumstances.
• Managed inventory, tracked supplies, and minimized waste, ensuring efficient daily operations.
• Adapted quickly to staff shortages and high-volume hours, reassigning roles and maintaining calm under pressure to meet customer expectations and sales targets.

• Achieved a 100% TMS (Team Member Score) on NetPromoter customer feedback, demonstrating consistent customer satisfaction.
• Maintained an 80% Product Zone NPS (Net Promoter Score), reflecting strong product knowledge and customer service.
• Consistently received 5-star customer feedback

•Collaborated with peers, leads, mentors, and co-workers with more experience to elevate customer experience, fostering teamwork and innovation.
• Contributed to business growth by engaging customers and connecting them with the Business Team, enhancing service offerings and increasing business sales.
• Delivered continuous improvement through peer collaboration, fostering innovation and enhancing team performance.
• Adapted to managing multiple customer needs, delivering personalized service, and ensuring long-term customer loyalty.