Iris Santana
Lancaster
Summary
Hardworking employee with customer service, multitasking and time management abilities. A genuine person devoted to giving every customer a positive and memorable experience. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Recognized for exemplary customer service and team collaboration.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Fairfield Inn & Suites By Marriot
08.2023 - Current
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
Direct Care Professional
Help at Home Senior Care
08.2021 - 08.2023
- Planned optimal meals based on established nutritional plans.
- Followed care plan and directions to administer medications.
- Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Assisted with planning and coordination of activities and outings based on individual needs.
Call Center Customer Service Representative
Sky Zone Trampoline Park
05.2018 - 05.2021
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Took special orders in person and over telephone, generating additional revenue every month.
Sales Representative
Costco
02.2018 - 12.2018
- Answered product questions with up-to-date knowledge of sales and promotions.
- Created successful strategies to develop and expand customer sales.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Presented products and services to prospective and existing customers to meet client needs.
Assistant Store Manager
Journeys Kidz
02.2017 - 02.2018
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled scheduling for store shifts to achieve adequate staffing.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
Education
Associate of Science - Criminal Justice
Central Penn College
Summerdale, PA06.2014
High School Diploma -
Penn Manor High School
Millersville, PA06.2012
Skills
- Customer Service
- Project Management
- Complaint Resolution
- Work Prioritization
- Policy Enforcement
- Time Management
- Bilingual
Timeline
Front Desk Agent
Fairfield Inn & Suites By Marriot
08.2023 - Current
Direct Care Professional
Help at Home Senior Care
08.2021 - 08.2023
Call Center Customer Service Representative
Sky Zone Trampoline Park
05.2018 - 05.2021
Sales Representative
Costco
02.2018 - 12.2018
Assistant Store Manager
Journeys Kidz
02.2017 - 02.2018
Associate of Science - Criminal Justice
Central Penn College
High School Diploma -
Penn Manor High School
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