Stephanie Santiago
Deltona,FL
Summary
Professional bilingual Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Shareholder Services Representative
BNY Mellon
07.2023 - 02.2024
- Enhanced client relationships through effective communication and problem-solving skills.
- Assisted management in annual audits by providing documentation as needed, resulting in successful audit outcomes.
- Maintained strict confidentiality when handling sensitive shareholder information, adhering to industry best practices and legal requirements.
- Assisted in updating shareholder account records, ensuring accuracy and compliance with regulations.
- Reduced processing errors by implementing new procedures for data entry and verification.
- Managed approximately 80-100 incoming calls, emails and faxes per day
Customer Service Representative
Advanced Retina Associates
05.2022 - 03.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
Liberty Mutual Insurance
08.2021 - 03.2022
- Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
- Increased customer satisfaction by providing personalized auto insurance solutions tailored to individual needs.
- Enhanced customer satisfaction by accurately assessing risk and promptly issuing auto insurance policies.
- Ensured compliance with state-specific regulations governing commercial auto insurance policies during all underwriting decisions.
Customer Service Representative
CardWorks Servicing
04.2019 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained a safe work environment by adhering to company safety protocols and procedures.
- Established strong relationships with clients, leading to repeat business and positive referrals for future projects.
Customer Service Specialist
Frontier communications
01.2014 - 01.2015
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining an courteous and professional demeanor.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
High school diploma -
Daytona State College
01.2010
Skills
- Microsoft programs
- Banking
- Microsoft Office
- Communication skills
- Spanish
- Documentation review
- Cash handling
- Microsoft Excel
- Analysis skills
- Microsoft Word
- QuickBooks
- Technical Support
- Bilingual
- HIPAA
- Accounting
- Typing
- Data entry
- Account Management
- Windows
- Financial services
- Salesforce
- Medical terminology
- Negotiation
- Telephony
- Fraud prevention and detection
- Account management
- Technical support
- Computer networking
- B2B
- Mac OS
- Sales
- Computer skills
- Organizational skills
- Organization
- Compliance Awareness
- Salesforce proficiency
- Problem-solving abilities
- Active Listening
- Appointment Scheduling
- Customer Relationship Management (CRM)
Certification
Personal Lines License, 10/01/21, Present
Languages
Spanish
Native or Bilingual
Timeline
Shareholder Services Representative
BNY Mellon
07.2023 - 02.2024
Customer Service Representative
Advanced Retina Associates
05.2022 - 03.2023
Customer Service Representative
Liberty Mutual Insurance
08.2021 - 03.2022
Customer Service Representative
CardWorks Servicing
04.2019 - 04.2021
Customer Service Specialist
Frontier communications
01.2014 - 01.2015
High school diploma -
Daytona State College
Personal Lines License, 10/01/21, Present
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