SANTO BARBER
Edmond
Summary
Experienced in monitoring and maintaining service standards and call handling thresholds. Versatile professional dedicated to ensuring exceptional customer service. Conscientious and personable supervisor with a strong understanding of the principles and procedures that drive effective customer service. Committed to contributing to superior service, maximizing revenue generation, and promoting high productivity within the organization. Innovative and goal-oriented management professional deeply committed to daily task and goals. Dedicated team player who excels at mediation and conflict resolution, driving company growth through strategic actions.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Teleperformance
01.2023 - 02.2025
- Identified root causes of service disruptions by analyzing customer complaints.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
Research Analyst
Dynamic Experts
03.2017 - 01.2022
- Identified key insights for strategic decision-making through extensive literature reviews and data synthesis.
- Optimized research methodologies through continuous improvement initiatives, enhancing overall process efficiency.
- Analyzed large volume of data to identify patterns, trends and correlations.
- Generated detailed reports summarizing research results, highlighting key trends, patterns, and potential implications for the organization''s future direction.
Customer Service Manager
AT&T
02.2010 - 01.2017
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
University High School of Indiana
Carmel, IN01.2007
Skills
- Customer service
- Microsoft outlook, word, and Excel
- Customer relations
- Excellent time management skills
- Adherence to high customer service standards
- Complaint resolution
- Conflict resolution techniques
- Quality assurance
- Issue resolution
- Account management
- Schedule management
- Deadline oriented
Languages
Spanish
Professional Working
English
Native or Bilingual
French
Limited Working
Timeline
Customer Service Manager
Teleperformance
01.2023 - 02.2025
Research Analyst
Dynamic Experts
03.2017 - 01.2022
Customer Service Manager
AT&T
02.2010 - 01.2017
High School Diploma -
University High School of Indiana
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