Customer Service Experience

Toni SantaMaria

Spring, TX ***** – *************@*******.*** – 832-***-****

OBJECTIVE: I'm dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback and respectful conflict management response. I'm skilled in problem-solving, active listening and communication. Work History

Tranzact

Health & Life Insurance Agent August 2023-August 2024

•Client base: Building and maintaining a client base, and looking for new prospects

•Client needs: Assessing clients' needs, financial situation, and budget

•Insurance options: Promoting insurance options and developing protection plans

•Rate quotes: Providing rate quotes and coverage recommendations

•Application process: Assisting clients with completing applications and other paperwork

•Policy documents: Delivering policy and plan documents

•Customer service: Providing consistent and reliable customer service

•Training: Constantly training for the job

R Solutions October 2021 to November 2022

Account Specialist

• Contributes to customer retention by strengthening relationships through account management and maintenance.

• Serves customers by completing enrollments and conversion mailings, responding to requests, resolving complaints and maintaining quality service.

• Prepares work to be processed by gathering, sorting, organizing, and recording data, information, and documents.

• Completes enrollments with data entry excel spreadsheets.

• Completes conversion mailings by coordinating requirements and developing plans.

• Provides information by collecting, analyzing, and summarizing data, and responding to requests.

• Resolves complaints by investigating issues and composing responses, referring non-standard complaints.

• Maintaining quality service by monitoring standards and advising supervisor of potential problems.

• Maintaining regular communication with existing accounts.

• Prepares reports, bids, and contracts by collecting and analyzing information.

• Monitor market trends and adjust sales efforts accordingly VWR International January 2018 to March 2020

Account Manager/Customer Support Representative

• Responsible for processing customer purchase orders, resolving issues, handling inquiries, cross referencing, expediting, and communication with suppliers, customers and sales representatives.

• Serves as a liaison with all parties to enable sales growth.

• Process, via computer, all customer requests. Utilize multiple and often complex systems, programs, and monitors in order to research information.

• Researches and resolves customer issues, expedites back orders, handles returns and special requests.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth. Looks for opportunities to provide solutions.

• Makes recommendations on areas for process improvement.

• Make decisions based on policies and past precedence, seeking guidance as necessary.

• Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.

• Performs other duties as assigned.

Starbucks March 2005 to July 2017

General Manager

• Performing a variety of job duties such as overseeing employees and communicating with Regional Managers ensuring to adhere to the guidelines set forth by the Corporate offices.

• Training and directing employees, handling human resources tasks, checking product quality, monitoring financial performance, and ensuring safety inside the store.

• Starbucks Managers showcase leadership, coffee products knowledge, teamwork, customer service orientation, problem-solving skills, and computer literacy.

• Managed 7 to 10 employees. Established consistency with inventory controls and consistent accountability for poor customer service and improved the leadership team through recruitment and training which all had positive effects on improved customer service.

• Analyzed and interpreted data.

• Prepared, examined, and analyzed accounting records, financial statements, and other financial reports for completeness, to assess accuracy and conformance to procedural and reporting standards.

• Skills Used Improved and drove a high level of excellent customer service through recognition, coaching, training, and increasing employee morale.

• Collaborated cross-functionally and worked as team to achieve targeted results.

• Reduced operating costs through efficient use of resources. Skills

• Call Center • Salesforce

• Project management • Time management

• Customer Support • Account Management

• Customer Care • Budgeting

• Financial Report Interpretation • General Ledger Accounting

• Coffee Experience • Computer Literacy

• Financial Report Writing • Oracle

• Process Improvement • ADP

• Payroll • SAP

Certifications and Licenses February 2023 to February 2025 Life & Health Insurance License

References:

Amy Carlson 856-***-**** Kathy Galati 609-***-**** Vice President Gordon retail contacts General manager Dunkin’ Donuts Arthur Garcia 609-***-**** Carol Oathout 469-***-**** Regional Director at Supernus General manager Zales Jewelers April Laconti 440-***-****

Life Coach & Salon Owner (Bella Lucca)

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