Shannon Santiago
Orlando,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
13
13
years of professional experience
Work History
Senior Member Service Representative
Navy Federal Credit Union
07.2018 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
- Educated and engaged customers with new bank products and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Assistant Store Manager
Signet Jewelers
09.2010 - 06.2018
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
Education
Olympia High School
Orlando, FLSkills
- Issue Resolution
- Service Recommendations
- Customer Service
- De-Escalation Techniques
- Brand Representation
- Conflict Mediation
- Product Knowledge
- Policies and Procedures Adherence
- Relationship Building
- Money Handling Abilities
Timeline
Senior Member Service Representative
Navy Federal Credit Union
07.2018 - Current
Assistant Store Manager
Signet Jewelers
09.2010 - 06.2018
Olympia High School
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