Sonia Santos
Houston
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Shutterfly Lifetouch LLC
Houston
07.2023 - Current
- Answer incoming calls.
- Return calls in a timely manner.
- Schedule appointments, reschedule appointments, cancel appointments.
- Confirm the appointment with studios and on campus.
- View senior photographs, and select the correct ones for yearbooks.
- Process photographers' bags.
- Send photographers' bags to the lab.
- Follow up and follow through with complaints.
- Refunds
- And various other tasks, as needed.
- Customer Service Representative for Prestige Senior Portraits (Shutterfly/Lifetouch Photography).
- Resolved customer complaints through effective communication and problem-solving.
- Processed orders accurately using company software systems.
- Assisted customers with inquiries regarding products and services.
- Coordinated with team members to ensure timely service delivery.
- Maintained accurate records of customer interactions in the database.
- Collaborated with other departments to address customer needs efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Production Specialist
Shutterfly Lifetouch LLC
Houston
08.2022 - 07.2023
- Receive and distribute mail.
- Receive the photographers' packages, worksheets, and CDs (varies from day to day).
- Scan them into the system as received.
- Look through the worksheets to make sure the information matches what was turned in.
- Make corrections as necessary.
- Make sure the CDs turned in have information on them.
- Make copies of all the worksheets received for the day.
- Create UPS labels, and prepare the content for repackaging.
- Scan the worksheets into an Excel workbook as received and sent to the lab.
- Also, scan the UPS label attached to specific worksheets.
- In a separate app, scan the UPS label along with every worksheet (up to 10) as being shipped to the lab.
- Box the content, and ship it out.
- Reformat USBs, relabel, and repackage for new photographer job bags.
- File all of the worksheets and CDs.
- Help the other production specialist departments with data entry, preparing job bags for photographers, viewing, and selecting senior photos for the yearbooks.
- Other jobs, as needed.
Sped IEP Clerk
Spring ISD
Spring
11.2020 - 01.2022
- Answered incoming calls, transferred them to the appropriate staff, and took messages.
- I took applications by phone.
- Answered questions about the program.
- Made appointments and followed up with reminder calls, emails, and texts.
- Requested medical records by fax, and followed up with calls to doctors' offices.
- Assisted the specialists, as needed.
- Maintained the observation room tidy.
- Created office forms and documents.
- Entered important information into the system in reference to contact made with parents/guardians.
- Data entry.
- Interpreted during parent, guardian, and specialist meetings as needed.
- Assisted staff with scheduling and classroom logistics.
- Organized files and ensured compliance with district policies.
Front Desk Receptionist
Spring ISD
Spring
08.2017 - 09.2020
- Greeted visitors and managed front desk operations at Twin Creeks
- Greeted customers warmly and made them feel welcome.
- Used company badging system to create badges for new employees and visitors.
- Maintained accurate records of visitor logs and student sign-ins.
- Provided information about school programs and services to parents and students.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Scheduled appointments and coordinated meetings for school personnel.
- Collaborated with staff to enhance communication across departments.
- Managed incoming mail and distributed correspondence to appropriate recipients.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of student information.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Explained policies and procedures to visitors.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Assisted with travel arrangements for staff and management.
- Handled sensitive information in a confidential manner.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
Special Education Teacher's Assistant
Spring ISD
Spring
10.2013 - 05.2017
- Assisted teachers in implementing individualized education plans for students.
- Supported students with disabilities during classroom activities and transitions.
- Collaborated with staff to create a positive learning environment for all students.
- Monitored student behavior and provided guidance as needed throughout the day.
- Prepared instructional materials and resources for classroom use and activities.
- Communicated effectively with parents regarding student progress and needs.
- Participated in training sessions to enhance skills in special education practices.
- Maintained a safe and organized classroom environment conducive to learning.
- Supported students with personalized accommodations, extra assistance, and educational assessments.
- Collaborated with teacher to develop personalized and successful learning strategies.
- Escorted students to restroom cafeteria, outside to playground, and on field trips.
- Communicated affirmatively and promoted positive attitudes with every student.
- Managed class of special education students in absence of lead teacher.
- Worked in tandem with teacher to develop customized classroom environment conducive to students' needs.
- Instructed small groups of students in alphabet, shapes and color recognition.
- Advised instructor on student behavior or issues requiring immediate attention.
- Improved behavior with modification and positive reinforcement techniques.
- Provided supplemental supervision in classrooms, schoolyards, and cafeterias.
- Provided disabled students with assistive devices and supportive technology.
- Consulted with teachers regarding student progress, IEP adjustments and classroom needs.
- Monitored student needs and supported mobility-restricted students.
- Set up and assisted with audiovisual equipment operation.
- Prepared handouts, study materials and other teaching aids.
Special Education Teacher's Assistant
Spring ISD
Spring
08.2011 - 10.2013
- Assisted teachers in implementing individualized education plans for students.
- Supported students with disabilities during classroom activities and transitions.
- Collaborated with staff to create a positive learning environment for all students.
- Monitored student behavior and provided guidance as needed throughout the day.
- Prepared instructional materials and resources for classroom use and activities.
- Communicated effectively with parents regarding student progress and needs.
- Participated in training sessions to enhance skills in special education practices.
- Maintained a safe and organized classroom environment conducive to learning.
- Supported students with personalized accommodations, extra assistance, and educational assessments.
- Collaborated with teacher to develop personalized and successful learning strategies.
- Escorted students to restroom cafeteria, outside to playground, and on field trips.
- Communicated affirmatively and promoted positive attitudes with every student.
- Managed class of special education students in absence of lead teacher.
- Worked in tandem with teacher to develop customized classroom environment conducive to students' needs.
- Instructed small groups of students in alphabet, shapes and color recognition.
- Advised instructor on student behavior or issues requiring immediate attention.
- Improved behavior with modification and positive reinforcement techniques.
- Provided supplemental supervision in classrooms, schoolyards, and cafeterias.
- Provided disabled students with assistive devices and supportive technology.
- Consulted with teachers regarding student progress, IEP adjustments and classroom needs.
- Monitored student needs and supported mobility-restricted students.
- Set up and assisted with audiovisual equipment operation.
- Prepared handouts, study materials and other teaching aids.
Front Desk Receptionist
Spring ISD
Spring
08.2010 - 06.2011
- Greeted visitors and managed front desk operations at Dueitt Middle School
- Greeted customers warmly and made them feel welcome.
- Used company badging system to create badges for new employees and visitors.
- Maintained accurate records of visitor logs and student sign-ins.
- Provided information about school programs and services to parents and students.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Scheduled appointments and coordinated meetings for school personnel.
- Collaborated with staff to enhance communication across departments.
- Managed incoming mail and distributed correspondence to appropriate recipients.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Explained policies and procedures to visitors.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Handled sensitive information in a confidential manner.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Investigated and analyzed client complaints to identify and resolve issues.
Education
High school diploma or GED -
Sam Houston High School
Skills
- Customer service
- Conflict resolution
- Data entry
- Appointment scheduling
- Complaint handling
- Customer relationship management
- Order processing
- Team collaboration
- Product knowledge
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Stress management
- Customer relations
- Calendaring
- Call center experience
- Microsoft Office Suite
- Building rapport
- Relationship building
- Research
- Project management
- Microsoft Excel
- Escalation management
- Inbound and outbound calling
- Verbal and written communication
- Reading comprehension
- Report creation
- Shipping and logistics
- Problem resolution
- Data collection
- Typing proficiency
- Courteous demeanor
- Team development
- Proofreading
- Key holder experience
- Adaptability and flexibility
- Punctuality and reliability
- Account updating
- Administrative support
- Delivery scheduling
- Filing
- Materials transport
- 10-key
- Shipping procedures
- Schedule mastery
- Paperwork processing
- Assertiveness
- Creative problem solving
- Client relations
Certification
Driver's License
Languages
English
Languages
Spanish
Professional
References
References available upon request.
Timeline
Customer Service Representative
Shutterfly Lifetouch LLC
07.2023 - Current
Production Specialist
Shutterfly Lifetouch LLC
08.2022 - 07.2023
Sped IEP Clerk
Spring ISD
11.2020 - 01.2022
Front Desk Receptionist
Spring ISD
08.2017 - 09.2020
Special Education Teacher's Assistant
Spring ISD
10.2013 - 05.2017
Special Education Teacher's Assistant
Spring ISD
08.2011 - 10.2013
Front Desk Receptionist
Spring ISD
08.2010 - 06.2011
High school diploma or GED -
Sam Houston High School