Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanell Santos

Houston,TX

Summary

Dynamic customer service professional dedicated to enhancing customer satisfaction and driving organizational success. Proven track record in managing high volumes of inbound calls while fostering strong customer relationships. Recognized for adaptability in addressing diverse client needs, leveraging exceptional active listening and multitasking skills. Effectively reduces customer dissatisfaction through decisive communication and targeted solutions, even in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Customer Support Specialist

Title Data
Houston, Tx
11.2021 - 01.2025
  • Provided prompt, courteous service for routine inquiries and complaints.
  • Maintained robust standards in handling customer interactions.
  • Investigated customer grievances and trends to pinpoint recurring problems.
  • Ensured adherence to deadlines by streamlining task execution in a demanding environment.
  • Used consultative methods to gather insights on customer service, account concerns, and technical issues.
  • Conducted needs evaluations and provided tailored recommendations to facilitate customer decision-making.
  • Addressed customer concerns through effective consultation.
  • Utilized specialized software to update customer information efficiently.
  • Resolved customer issues by calmly addressing concerns.
  • Developed effective resolutions for both new and loyal customers.
  • Gathered key information through strategic queries, maintaining precision when logging details into digital platforms.
  • Performed outbound calls to acquire account specifics.
  • Handled inbound calls and emails to provide customer support for product-related queries.
  • Built rapport with clients, ensuring ongoing business opportunities.
  • Established and activated consumer accounts.
  • Facilitated onboarding sessions to boost process efficiency.
  • Maintained performance exceeding established productivity targets.

Researcher

Title Data
Houston, TX
04.2018 - 11.2021
  • Conducted thorough investigations of title document accuracy concerns.
  • Reviewed legal documents including deeds, trust instruments, liens, and judgments.
  • Conducted title searches to ascertain property ownership.
  • Streamlined document management by ensuring accurate input, tracking, and organization through Excel.

Guest Service Associate

DXL, Destination XL
Houston, TX
02.2017 - 04.2018
  • Provided exceptional guest experiences with genuine enthusiasm and hospitality.
  • Maintained accuracy in payment transactions while providing timely billing services.
  • Responded to customer queries via telephone, ensuring efficient resolution.
  • Handled customer grievances and resolved problems resulting in total satisfaction.
  • Enhanced customer retention through proactive engagement and responsive support.
  • Delivered timely updates on key financial metrics.
  • Processed and stored new product inventory in appropriate locations.

Education

Associate of Science - Mathematics And Science

Lone Star College System
Spring, TX
05.2019

Skills

  • Documentation Development Expertise
  • Systematic Data Management
  • Data Acquisition and Organization
  • Advanced Mathematical Skills
  • Quality Assurance Compliance
  • Project Coordination
  • Team Leadership
  • Research planning
  • Business process reengineering
  • Client Relationship Development
  • Effective Conflict Resolution
  • Sales and Marketing Acumen
  • Documentation Creation
  • Authorization Rights Administration
  • Deployment of Process Improvements
  • Problem Source Analysis
  • Effective Document Management
  • Engaging Presentation Skills
  • Technical Issue Resolution
  • Video Editing Expertise

Timeline

Customer Support Specialist

Title Data
11.2021 - 01.2025

Researcher

Title Data
04.2018 - 11.2021

Guest Service Associate

DXL, Destination XL
02.2017 - 04.2018

Associate of Science - Mathematics And Science

Lone Star College System

Similar Profiles

CREATE PROFILE
Shanell Santos