Yara Martinez Santiago
Springfield,MA
Summary
To continue expanding my knowledge and learn to enhance my abilities in any work environment.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Assistant Store Manager
McDonald's Restaurant
08.2008 - 11.2010
- Cashier, store assistant, Supervisor
- Communicated with customers and team members to solve problems.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Customer Service Representative
Walmart
12.2011 - 09.2015
- Inventory, costumer service, cashier, miscellaneous sales
- Receiving
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Streamlined returns process, reducing wait times and improving customer experience.
Call Center Representative
MCS Medicare Advantage
02.2017 - 07.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
In Home Caregiver
HomeCare
03.2024 - 07.2025
- Ensured a safe and clean home environment by performing light housekeeping tasks such as laundry, vacuuming, and dusting.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Contributed to an overall positive caregiving experience by offering emotional support during challenging or difficult times.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Assisted with meal planning and preparation while considering dietary restrictions and nutritional requirements for each client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Education
High school Diploma -
Colegio Angel David
Timeline
In Home Caregiver
HomeCare
03.2024 - 07.2025
Call Center Representative
MCS Medicare Advantage
02.2017 - 07.2017
Customer Service Representative
Walmart
12.2011 - 09.2015
Assistant Store Manager
McDonald's Restaurant
08.2008 - 11.2010
High school Diploma -
Colegio Angel David
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