Mercedes Santiago
Reading
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Domingo and sons landscaping
Reading
02.2018 - Current
- Assisted customers with inquiries regarding landscaping services and maintenance.
- Managed scheduling of service appointments for landscaping crews and clients.
- Provided information on plant care and landscaping options to clients.
- Resolved customer complaints promptly and effectively to ensure satisfaction.
- Maintained accurate records of customer interactions and service requests.
- Coordinated with landscaping teams to ensure timely service delivery.
- Educated clients on seasonal services and recommended follow-up care.
- Collaborated with sales staff to promote new landscaping services effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Implemented innovative methods for streamlining the customer service process.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Strengthened customer retention by offering discount options.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Provided top quality control and eliminated downtime to maximize revenue.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Surpassed sales goals through implementation of successful marketing strategies.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Excelled in exceeding daily credit card application goals.
- Prevented key account losses by researching discrepancies and correcting problems.
- Led on- and off-site customer support teams across multiple time zones.
- Contacted customers about potential service upgrades, new services and account changes.
- Oversaw warranty counseling process to manage expense controls.
Packer Associate
CDS Logistics
Breinigsville
05.2018 - 06.2021
- Operated packing machinery for efficient product handling.
- Assembled and sealed packages according to specifications.
- Inspected products for quality assurance before packing.
- Collaborated with team members to optimize workflow processes.
- Loaded finished goods onto pallets for shipment preparation.
- Maintained cleanliness and organization of work area.
- Trained new associates on packing procedures and techniques.
- Followed safety protocols to ensure a secure working environment.
- Maintained a clean and safe work environment at all times by adhering to company policies and regulations.
- Ensured that all products were properly packaged before being shipped out of the facility.
- Labeled packages with shipping information such as address labels or colored stickers.
- Checked for damaged goods and recorded discrepancies on appropriate paperwork.
- Followed all safety protocols while operating packaging equipment or handling hazardous materials.
- Responded quickly to any changes in production schedules or requests from supervisors.
- Prepared orders for shipment by selecting proper containers and packing material.
- Sorted various types of merchandise into designated areas according to established procedures.
- Stacked boxes onto pallets in an orderly fashion to ensure stability during transport.
- Organized packages according to size, weight, destination, or type of product using hand-held scanners.
- Inspected outgoing shipments to ensure conformance with customer requirements.
- Repackaged bulk items into smaller quantities for individual sale or distribution.
- Provided assistance with unloading incoming freight trucks when needed.
- Transported finished goods from production area to loading dock for shipment.
- Updated computerized tracking systems with package details such as weights, destinations, barcodes.
- Operated forklifts and other powered equipment to move heavy materials around the warehouse facility.
- Monitored stock levels regularly and requested new supplies when necessary.
- Assisted customers in locating products within the warehouse when necessary.
- Inspected finished products for defects before packing them into boxes or containers.
- Labeled packages and recorded items packed in preparation for shipping.
- Trained new employees on proper techniques for packaging, equipment operation and inventory management.
- Packaged items manually by placing in boxes and surrounding with protective materials.
- Set up jobs for lines and assisted with printing labels and packaging.
- Processed finished product by moving through packaging machines.
- Updated inventory and production information using warehouse management systems and scanner guns.
- Monitored performance for adherence to procedures, safety rules and quality standards.
- Coordinated with scheduling, production and quality leaders to plan daily operations activities and resolve issues.
- Conducted troubleshooting to determine root cause and resolve packaging problems.
- Operated and maintained vacuum sealers and pallet jacks.
- Oversaw manual and automated packaging activities.
- Oversaw shift changes by monitoring housekeeping standards.
- Coached packaging employees to improve performance and resolve inconsistency issues.
- Introduced and enforced new standard operating procedures.
- Assisted in the development of new packaging designs and prototypes for testing.
Education
Ilead
Reading, PennsylvaniaSkills
- Customer relationship management
- Service scheduling
- Complaint resolution
- Product knowledge
- Order tracking
- Team collaboration
- Upselling techniques
- Process improvement
- Quality assurance
- Time management
- Effective communication
- Problem solving
- Conflict resolution
- Mentorship and training
- Customer retention
- Warehousing functions
- Multi-line telephone operations
- Report preparation
- Active listening
- Multi-line phone talent
- Tactful and diplomatic
- Microsoft Excel
- Refund management
- Report transcription
- Microsoft Office Suite
- Strong teamwork
- Tracking complaints
- Live chat support
- Banking operations support
- Problem-solving
- Creative problem solving
- Proofreading
- Call escalation
- Prioritization
- Process optimization
- Building rapport
- Escalation management
- Data entry
- Positive and professional
- Member account management
- Filing
- Hospitality and accommodation
- Stress management
- Merchandise upselling
- Scheduling
- Spreadsheets
- System implementation
- Receiving support
- Order fulfillment
- New teller training
- Support case resolution
- Script adherence
- Shipping procedures
- Relationship building
- Clerical support
- Adaptability and flexibility
- Problem resolution
- Complaint handling
- Service upselling
Languages
English
Native/ Bilingual
A1
Spanish
Native/ Bilingual
A1
Timeline
Packer Associate
CDS Logistics
05.2018 - 06.2021
Customer Service Representative
Domingo and sons landscaping
02.2018 - Current
Ilead