Customer Service Manager
Resume:
Rafael J. Santiago
Orlando, Florida 32801
Tel: 407-***-****
Cel: 407-***-****
******************@*****.***
Profile:
Ambitious individual who served in the United States Navy. Due to the environment worked,
capable to perform with a very wide variety of both customer service and information technology.
Always taking new experiences as challenges; develop and expand the knowledge to best utilize it
within the work environment. An exceptional motivator who generates high levels of employee
morale and engagement by modeling excellent service behaviors, building productive
relationships with all staff, establishing high standards and coaching for performance.
Work Experience:
MadMac NYC Bakery ● Paterson, New Jersey
Full Time
Assistant Store Manager
January 2013 – May 2013
Responsible for overseeing online store operations
•
Assisted manager in all areas of resets and remodels
•
Handled sales tracking and reporting, inventory control, and employee payroll
•
Trainined and supervised full and part time personnel.
•
Worked directly with vendors to confirm and verify shipments
•
Managed all aspects of merchandising, online store displays, and stocking
•
Ensured excellence in customer service and resolved all problems at the store level
•
Naivene’s Smoke Shop ● Newark, New Jersey
Full Time
Assistant Store Manager
March 2012 – December 2012
Managed store level operations, including staff hiring, training, evaluation and work
•
schedules
Handled budget planning and tracking, accounting and payroll
•
Coordinated inventory control, receiving; merchandising and store maintenance
•
Directed loss prevention initiatives
•
Responsible for every phase day to day store operations
•
Established sales goals, managed budgets and devised sales forecasts
•
Interviewed, hired, trained, mentored, coached and evaluated performance of hourly
•
associates
Responsible for personnel management, merchandise selection and presentation and
•
store operations
Spherion ● Orlando, Florida
Full Time
Customer Service Associate
October 2011 – February 2012
Assigned to Aon Hewitt Enterprises
•
Received inbound calls for annual enrollment
•
Communicated with other departments to resolve basic admin issues
•
Learned company’s systems in order to meet customers’ needs
•
Communicated with insurance companies to coordinate enrollments
•
Utilized Total Benefit Administration (TBA) System to analyze documents related to client’s
•
benefits
Assisted in maintaining information security and integrity
•
Administered health benefits for over 40 clients
•
Responded to phone calls and emails from customers regarding company’s products and
•
services
Followed scripts and procedures
•
Data entry into company’s database
•
Provided assistance with routine inquiries
•
Received and transmitted a high volume of requests by phone and email
•
Staffmark ● Gastonia, North Carolina
Full time
Shipping Agent
January 2011 – May 2011
Assigned to Buckeye Fire Equipment
•
Orderly stacked a variety of fire extinguishers
•
Rafael J. Santiago
3
322 Victor Avenue
Orlando, Florida 32801
Tel: 407-***-****
Cel: 407-***-****
******************@*****.***
Coordinated shipping orders
•
Unloaded transport cargo daily
•
Moved products from storage areas with proper equipment
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Consolidated product inventory
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Operated stand up fork lift other machinery
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Mc Donald’s ● Gastonia, North Carolina
Part time
Crew Member
June 2010 – November 2010
• Orderly stacked products in refrigerated and dry areas
• Provided customer service for daily guests
• Maintained a clean, neat, and orderly work area
• Properly handled money transactions
• Cooked and prepared several meal orders
Spherion ● Charlotte, North Carolina
Full time
Warehouse Worker
November 2009 – December 2009
• Coordinated unloading of outbound shipments
• Orderly stacked products, picked and staged outbound shipments
• Ensured all products were properly labeled
• Moved products from storage areas with proper equipment
• Efficiently stacked and stored merchandise in appropriate areas
• Maintained a clean, neat, and orderly work environment
• Assisted in maintaining security and safety
• Ensured accuracy shipping labels and materials
Universal Studios ● Orlando, Florida
Full time
Park Attendant
August 2008 – April 2009
Conducted nightly maintenance routine
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Maintained Cleanliness throughout Islands of Adventures Theme Park
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Ensured every assigned area is ready for everyday operations
•
Gathered necessary materials for nightly custodian routine
•
Maintained a clean, neat, and orderly work area
•
U.S. Navy ● Sasebo, Japan
Full time
Information Systems Technician
July 2002 – July 2006
Troubleshot and maintained Windows based servers
•
Diagnosed, repaired and rebuilt over two hundred computers among the networks
•
Created programs and applications for Uinx based servers
•
Implemented training techniques for new incoming personnel
•
Conducted tapes and server backups procedures
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Implemented different backup tapes inventory and storage methods
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Operated radio and satellite communications equipment
•
Provided customer service for over three thousand sailors and marines on board ship
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Help Desk operator for incoming trouble calls
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Assisted in the creation of the ship’s Intranet/Internet Website and database
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Education:
September 2002 – January 2003
Information Technology “A” School Certification
US Navy ● Naval Service Training Command ● Great Lakes, Illinois
July 2002 – September 2002
Basic Military Training
US Navy ● Recruit Training Command ● Great Lakes, Illinois
August 1999 – May 2002
High School Diploma
Carmen Bozello High School ● Arroyo, Puerto Rico
Rafael J. Santiago
5
322 Victor Avenue
Orlando, Florida 32801
Tel: 407-***-****
Cel: 407-***-****
******************@*****.***
Activities and Interests:
Sports (Basketball, Baseball, Soccer)
Research documentaries, technological development, web design
Automobiles
Languages:
Spanish (Native)
English (Fluent)
References:
Nathaniel Rodriguez – Phone: 407-***-****
Ariel Cook – Phone: 941-***-****
Michael Laski – Phone: 973-***-****
Contact this candidate