Customer Service Success

Nelida Santana-Stevens

***************@*****.***

PROFESSIONAL SUMMARY

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I am a Bilingual results-oriented professional with a 15-year track record in customer success and client retention, specializing in client satisfaction. With over 5 years administrative & managerial duties, I possess a unique blend of customer service, operations, and logistics & technical skills, including proficiency in software and databases such as SharePoint, Microsoft Office Tools, SAP Concur, and SaaS. Notably, I excel in client support. My recent role as a Claims Support Technician involved resolving technical issues with mobile and other device software. With a background in mobile device support and leadership roles at Asurion, including record sales and customer commendation achievements, I bring a dynamic skill set that aligns with the mission of client satisfaction with a sense of urgency. Currently based in Azle, TX, I am available to start immediately.

TECHNICAL EXPERIENCE

Software/Databases: SharePoint, Microsoft Office Tools, SAP Concur, SaaS

Methodologies: Agile Methodology, Time Management

Others: Analytical & problem solving, documentation, operational oversight, retail operations and inventory management, sales analysis and strategy

PROFESSIONAL EXPERIENCE

ASURION, Fort Worth, TX Sep 2021 – Aug 2023

Mobile Technician/Claims Support Lead (PT) - Deliver Mobile Devices & Upsell Home Warranty.

•Provided technical support and expertise to customers in their homes, resolving issues related to electronic devices and appliances.

•Educated customers on product features, usage, and troubleshooting steps.

•Demonstrated adaptability and strong problem-solving skills in resolving complex technical issues.

LIVEOPS, Atlanta, GA Sep 2005 – Feb 2010

Call Center Representative- Inbound Call Handling/Upselling Product

•Supported call center initiatives addressing consumer needs, resolving concerns while navigating multiple systems, in efforts to upsell products and increase product knowledge.

•Utilized strong communication and problem-solving skills to ensure customer satisfaction.

CVS HEALTH, Atlanta, GA Apr 2003 - Jun 2008

Assistant Store Manager – Store Management, Supervision, and Policy Implementation

•Assisted in managing day-to-day store operations, including inventory management, employee scheduling, and customer service.

•Oversaw staff training and development, ensuring team members were well-equipped to meet performance standards.

•Implemented sales strategies and promotions to drive revenue and improve customer satisfaction.

LYCAMOBILE, Atlanta, GA Jul 2014- Oct 2015

Secretary/Receptionist- Provided administrative support, communication handling, documentation preparation, and data & record keeping

•Greeted visitors, managed phone calls, and directed inquiries to the appropriate personnel.

•Handled administrative tasks, such as scheduling appointments, managing calendars, and maintaining a well-organized reception area.

•Ensured a professional and welcoming atmosphere for clients and staff.

Other Roles

UBER, Dallas, Tx Sep 2020-present

Delivery Driver- Premier delivery experience

•Provided timely and reliable delivery services to customers while maintaining a positive and professional demeanor.

•Utilized navigation tools and maintained accurate records of deliveries.

•Demonstrated strong time management and organizational skills to optimize delivery routes

UPS Mesquite, Tx Sep 2017-Dec 2020

Package Handler- Loaded/Unloaded/Sorting Packages

•Loaded and unloaded packages from delivery trucks with precision and efficiency.

•Sorted packages based on destination, scanned barcodes for tracking, and followed safety protocols.

•Collaborated with team members to meet shipping goals and maintained a clean and organized work area.

EDUCATION

Associates in Biology Science

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