Toni Santiago
Chicago,IL
Summary
Results-driven Team Leader with extensive experience in quality assurance, project management, and personnel training. Skilled in customer relationship management and strategic sales planning, ensuring high productivity and client satisfaction. Proven ability to resolve issues and adapt in fast-paced environments while handling high-volume calls and maintaining confidentiality.
Overview
9
9
years of professional experience
Work History
Team Lead
TempurPedic
Chicago, IL
06.2024 - 03.2026
- Led and supported a team of sales associates, by providing daily coaching, guidance, and performance feedback to drive sales and customer satisfaction.
- Monitored daily sales performance, coached team to achieve individual and store sales goals.
- Collaborated with management to identify performance opportunities and implement strategies enhancing team productivity and customer experience.
- Trained and onboarded new team members, ensuring understanding of company policies, products, sales processes, and customer service expectations.
- Served as a point of contact for employees and customers, resolving questions, concerns, and escalated issues professionally and efficiently.
- Assisted with scheduling, task delegation, opening and closing procedures, and maintaining smooth day-to-day store operations.
General Manager
Aume Corporation
Orlando, FL
07.2022 - 02.2024
- Managed operations of local storefront and ecommerce, overseeing inventory, staff, marketing, training, system integrations, orders, complaints, and product acquisition.
- Directed daily operations to enhance overall efficiency and performance.
- Managed staff recruitment, training, and development for optimal team performance.
- Implemented process improvements to streamline workflows and reduce costs.
- Addressed customer needs through face-to-face interactions, email, and calls while prioritizing satisfaction and retention.
Customer Care Representative
24-7 Intouch
Orlando, FL
04.2021 - 05.2022
- Managed high-volume customer calls addressing diverse questions, concerns, and troubleshooting issues, ensuring satisfaction.
- Assisted customers with inquiries and resolved issues effectively.
- Utilized customer service software to track interactions and manage tickets.
- Collaborated with team members to ensure smooth communication and workflow.
- Facilitated employee onboarding by providing training and resources.
Crew Member
Dunkin
Orlando, FL
08.2017 - 11.2020
- Delivered high standards of customer service during peak demand, ensuring smooth store operations. Worked with a team to keep store operations performing smoothly and efficiently.
- Engaged with customers to provide excellent service experience.
- Trained new employees on procedures, point of sale system, food safety, and customer interaction skills to promote effective team performance.
- Prepared beverages and food items in a fast-paced environment.
- Kept work area clean and organized to ensure safety and efficiency.
Education
Associate of Arts - Education
Valencia College
Orlando, FL05-2022
Skills
- Sales performance analysis
- Sales optimization tactics
- Customer retention strategies
- Inventory management
- Team performance coaching
- Leadership skills
- Strategic adaptability
- Critical thinking
- Customer issue resolution
- Time management skills
- Interpersonal communication
Timeline
Team Lead
TempurPedic
06.2024 - 03.2026
General Manager
Aume Corporation
07.2022 - 02.2024
Customer Care Representative
24-7 Intouch
04.2021 - 05.2022
Crew Member
Dunkin
08.2017 - 11.2020
Associate of Arts - Education
Valencia College