STEPHANIE SANTIAGO

• Analyzes member purchase trends and CRM data to execute targeted upsell strategies, consistently surpassing conversion benchmarks and driving recurring revenue growth
• Diagnoses root causes of recurring operational failures during member interactions, providing actionable feedback to leadership that streamlines dispute resolution workflows
• Champions a 'member-first' retention strategy, achieving top-tier service ratings by turning high-stress customer friction points into opportunities for brand loyalty

• Investigated and resolved real-time payment discrepancies during high-volume windows, safeguarding transaction integrity while maintaining composure in a public-facing environment
• Acted as a primary escalation point for sensitive member disputes, utilizing de-escalation techniques to resolve conflicts independently and protect brand reputation
• Executed operational workflows with precision under extreme pressure, balancing rapid throughput with strict policy compliance to ensure service continuity during peak crisis periods

Key Project: Grand Opening Launch Team

• Selected by management to lead the foundational setup for a net-new warehouse location, serving as a frontline responder during the high-volume launch phase.
• Triaged complex member escalations in a chaotic, zero-to-one environment, collaborating cross-functionally to identify friction points and ensure a seamless Day 1 experience.
• Surpassed enrollment targets by driving community engagement strategies, directly contributing to a record-breaking opening week.

• Mediated complex disputes between external vendors and internal logistics stakeholders, negotiating resolutions that recovered revenue and preserved critical supply chain partnerships
• Conducted root cause analysis on return volume trends to detect systemic product defects, delivering data-driven risk assessments that refined purchasing strategies and reduced future incident rates
• Enforced strict regulatory compliance for the processing of hazardous inventory (HAZMAT), maintaining 100% adherence to federal safety audits and internal operational protocols

• Directed daily clinical operations and appointment logistics, implementing scheduling efficiencies that maximized provider availability and boosted annual revenue by 25%
• Served as the primary escalation point for medical crises and grief counseling, exercising high-EQ judgment to de-escalate emotionally charged situations with empathy and professionalism
• Managed confidential patient records and administrative workflows, ensuring 100% data accuracy and compliance with veterinary medical standards during high-volume intake periods

• Recovered over $12,000 in at-risk revenue by executing complex claim appeals, navigating rigid insurance protocols to reverse wrongful denials and protect financial margins
• Engineered a streamlined authorization tracking system that reduced processing latency by 30%, improving operational throughput and ensuring strict adherence to Service Level Agreements (SLAs)
• Orchestrated communication between clinical teams and external payer networks to resolve approval bottlenecks, acting as the primary negotiator for time-sensitive authorization disputes

• Accelerated checkout throughput during peak traffic windows by optimizing line logistics and assisting cashiers with rapid transaction processing
• Acted as the initial triage point for customer inquiries, resolving minor friction points immediately to allow cashiers to focus on transaction speed and accuracy
• Mitigated operational bottlenecks by proactively monitoring lane dynamics and restocking critical supplies before shortages impacted service levels