Yaina Ruselly Santana
Sherrills Ford,NC
Summary
Adept at conflict resolution and data entry, I enhanced customer satisfaction and loyalty at Air Europa through empathetic service and efficient problem-solving. Leveraging bilingual skills and a strong work ethic, I consistently exceeded productivity targets, demonstrating a commitment to excellence and a proactive approach to customer care.
Overview
10
10
years of professional experience
Work History
Packaging Associate
Pactiv Evergreen
Mooresville, NC
06.2024 - Current
- Packed, weighed and shipped items per customer specifications.
- Organized items on racks, shelves and bins to maintain established order.
- Inspected items for defects and damage.
- Labeled, recorded, and inspected packaging to prepare for shipment or storage.
- Performed packaging tasks alongside team to demonstrate proper methods according to labor plan and assigned tasks.
- Increased customer satisfaction by ensuring packages were securely sealed, labeled, and shipped accurately.
- Consistently met or exceeded daily production quotas while maintaining focus on accuracy and quality control measures.
- Learned and followed warehouse safety protocols to prevent injuries and accidents.
- Organized and detail-oriented with a strong work ethic.
Customer Service Representative
Publix
Sherrills Ford, NC
04.2023 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Packing Associate
CookUnity
Brooklyn, NY
11.2021 - 05.2022
- Sealed, packed, labeled and affixed postage on packages to prepare materials for shipping, utilizing postage meters, and sealing tools.
- Identified opportunities for process improvements, leading to increased productivity within the department.
- Streamlined order processing for faster turnaround times with diligent attention to detail and accurate data entry.
- Ensured customer satisfaction by carefully packaging fragile items and preventing breakage during shipment.
- Maintained a clean and safe work environment, adhering to company policies and OSHA regulations.
- Reviewed outbound merchandise for errors or complications to protect employer reputation and boost customer satisfaction ratings.
Customer Service Cashier
Keyfood Marketplace
Brooklyn, NY
07.2020 - 11.2021
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Handled cash with high accuracy and took care to check bills for fraud.
Call Center Representative
Alorica
Santo Domingo, Dominican Republic
05.2016 - 08.2017
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Air Europa
Santo Domingo, Dominican Republic
05.2015 - 04.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
High School Diploma -
Centro De Estudios Espaillat
Santo Domingo, Dominican Republic06-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Prioritization
- Bilingual
Timeline
Packaging Associate
Pactiv Evergreen
06.2024 - Current
Customer Service Representative
Publix
04.2023 - 06.2024
Packing Associate
CookUnity
11.2021 - 05.2022
Customer Service Cashier
Keyfood Marketplace
07.2020 - 11.2021
Call Center Representative
Alorica
05.2016 - 08.2017
Customer Service Representative
Air Europa
05.2015 - 04.2016
High School Diploma -
Centro De Estudios Espaillat