ZULEYKA ROSARIO SANTANA
St. Marys,GA
Summary
Experienced Bilingual Customer Service Professional seeking a teleworking position to leverage my expertise in remote communication, complaint resolution, and customer satisfaction. Proven ability to handle a high volume of tasks, maintain confidentiality, and improve client experiences using technical tools and effective customer engagement strategies. Skilled at working independently in virtual environments with minimal supervision.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Child and Youth Program Assistant
Navy CYP
Virginia Beach, VA
12.2018 - 06.2024
- Collaborated on program operations, offering feedback and improvement recommendations, ensuring effective communication and service delivery.
- Maintained an outstanding attendance record, always ready to start immediately, showcasing reliability and professionalism.
- Discussed available program services with potential participants, enhancing engagement and client experience in a virtual setting.
- Maintained confidential documentation and complied with HIPAA regulations, ensuring data protection and security.
- Partnered with interdisciplinary teams to implement care plans, demonstrating teamwork and collaborative problem-solving.
Guest Services Supervisor
Ocean Beach Club
Virginia Beach, VA
02.2018 - 11.2018
- Enhanced guest experience by managing booking queries through phone and email, contributing to a 10% increase in guest satisfaction.
- Excelled in remote communication with customers and teams, demonstrating effective use of technology to handle guest inquiries and complaints virtually.
- Trained staff in handling customer inquiries and resolving complaints, ensuring a 99% positive feedback rate, especially during busy tourism seasons.
Customer Service Associate
Bambu Burger Latin Grill
Bayamon, PR
02.2012 - 08.2017
- Managed high volumes of customer inquiries, payments, and complaints via phone, showcasing strong remote communication skills critical to teleworking roles.
- Processed payments and handled transactions accurately, demonstrating a focus on customer satisfaction and data accuracy.
- Proven experience in handling customer inquiries and resolving issues through remote channels, such as phone, email, and online tools.
- Adept at using virtual collaboration tools, such as Microsoft Teams, Outlook, and CRM systems, to manage tasks and communicate effectively with both customers and teams.
- Demonstrated ability to work independently, self-manage tasks, and maintain high standards in a virtual work environment.
Education
High School Diploma -
Puerto Rico Advance Institute
Bayamon, PR06-2012
Skills
- Remote Communication (via phone, email, chat)
- Complaint Resolution
- Time Management & Multitasking
- Data Entry and Record-Keeping
- CRM Tools (Microsoft Access, Outlook, Teams)
- Problem Solving & Critical Thinking
- Customer Satisfaction Management
- Teleworking Collaboration (Teams, Zoom)
- Independent Task Management
Certification
Google Data Analytics
Languages
Spanish
Native/ Bilingual
Timeline
Child and Youth Program Assistant
Navy CYP
12.2018 - 06.2024
Guest Services Supervisor
Ocean Beach Club
02.2018 - 11.2018
Customer Service Associate
Bambu Burger Latin Grill
02.2012 - 08.2017
High School Diploma -
Puerto Rico Advance Institute
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