Operations & Customer Service Leader
Resume:
Samuel Santos
Las Vegas, NV *****
***********@*****.***
Professional Summary
Business Management Major and Minor in Marketing and Accounting. 17+ years vast experienced in Customer Service and Support, Sales, Marketing, Retention, Hospitality, Retail, Cash handling and Operations. With more than 8 years of Managerial level in this field. 5 years Supervisory level in Risk Management Accounts Receivable. Billing and Payment processing. Transfer transactions.
And more than a year experienced as Import Manager. Excellent organizational and leadership skills, Time and Project management. Process Improvements and Process Analysis.
Detailed and Goal oriented. Experience in Budgetting and Forecasting. Tech savvy. Business and Financial Acumen.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Housekeeper/Guest Room Attendant
Venetian Resort Hotel and Casino-Las Vegas, NV
June 2024 to May 2025
Customer Service oriented. Greet customers. Overall housekeeping of the rooms at Venetian and Palazzo. Pick up trash, mopping and scrubbing the entire bathroom. Change full linens and toiletries, Sweeping dusting and vacuuming. Full detail cleaning. Implementing OSHA stardards. Bio Hazard Safety. The Usage of HotSOS
Rideshare Driver & Food Delivery Driver
Lyft/Uber & Postmates-Las Vegas, NV
January 2016 to June 2024
Customer Service and Support. As Postmates, Uber Eats and Lyft food delivery driver. I take food and beverages and groceries orders, and deliver them to customers. And as Lyft/Uber Rideshare driver. I Pick up and Drop off passengers. Load and Unload luggage's and other items.
March 2018 Lyft Driver of the Month and Nominee for Driver of the Year. Featured on Oct 2023 Lyft Article for Best Elite Driver. 5 Star rating on 33k+ rides. Trained and Mentored other drivers.
Sales Professional Fleet Closer/Negotiator
Findlay Toyota-Henderson, NV
August 2013 to December 2015
Customer Service/Sales. New and Used cars sales. Handled Fleet (RTC and Henderson Police) and Individual Sales. Handled escalated customer. Process analysis and solving problem. Multi task and prioritize task effectively. Talk-off for other sales representatives. Cross selling and Upselling other products and services. Pick up vehicle's from other dealership locations. Product Demos. Prospecting lead generation (In-home and In-Business) Cash handling. Fast pace environment. Top revenue maker. Experience in using CRM and Microsoft software. Extensive Customer Service and Support, Sales, Marketing, Retention and Leadership trainings.
Lead Debt Collector (Accounts Receivable)
Academy Collection Services-Las Vegas, NV
May 2011 to July 2013
Collection for Bank of America credit cards holders. Fast pace call center environment. Multi task and prioritize task effectively. Attention to details and problem solving. Talk-off for other collectors. Billing and Payment processing. Transfer transactions.
Company closed due to legal action in violation of the FDCPA. Sr. Team Leader (Accounts Receivable)
Risk Management Academy-Las Vegas, NV
September 2008 to May 2011
Collection for Capital One customers. Customer Service/Support. Fast pace call center environment. Multi task and prioritize task effectively. Attention to details and problem solving. Handled escalated customers. Talk Off for other debt collectors. Billing and Payment processing. Transfer transactions. Company closed.
Senior Debt Collector (Accounts Receivable)
First National Bank of Marin-Las Vegas, NV
February 2003 to May 2004
Customer Service, Support and Collection for Credit card holders. Fast pace call center environment. Multi task and prioritize task effectively. Attention to details and problem solving. Talk-off for other debt collectors. Billing and Payment processing. Transfer transactions. Company closed. Was bought out by Credit One.
Quality Assurance & Sales Manager and Department Lead Operations Providian Financial Corporation-Henderson, NV
January 2000 to December 2002
Reporting directly to the Vice President of Operations. Orchestrate and Manage a team of Customer Service and Customer Support composed of 50+ team members. Fast pace call center environment. Process Improvement and Process Analysis. Multi task and prioritize task effectively. Hire, Orient, Train and motivate. Monitor calls to ensure reps are using the scripts verbatim offering products and services for accounts opening. Used Microsoft software (Excel, Power point and Outlook) Created a certificate of recognition using Microsoft Excel signed by the VP Operation and Quality Assurance/Sales Manager. Frequent travel to San Francisco Headquarter. Department Lead Operations
Providian Financial Corporation-San Francisco, CA
March 1997 to December 2002
Reporting directly to the Vice President Operation. Process Improvement and process Analysis. Project and Time management. Highly fast pace environment. Manage and Orchestrate operations for Document processing of new accounts and Data Entry department composed of 50+ team members. Organizational skills and Strategic planning. Interview, hire, orient, train, lead and motivate. Received high volume of daily mails from USPS (50k-80k New Applications for account opening) Process risk management fraud prevention. BSA and MLA. Multi task and prioritize task effectively. Handled Cash. Worked alot of hours. Approved unlimited overtime. Frequent travel to Henderson, NV site.
Company filled bankruptcy due to legal action and was bought by Washington Mutual. Server/Porter
Lugawan sa Daly-Daly City, CA
March 1997 to March 1998
Family Owned Filipino Restaurant. Opening and Closing. Customer service. Take food and beverages orders. Clean tables and other general areas. Cash handling. Sold the business after a year.
Sales Manager
Asia Summit Corporation-Taguig City
April 1996 to March 1997
Reporting directly to the General Manager. Newly established business. Offering Novelty items and Marketing services. Business to Business.
Had to leave the company and went back to United States. Sales Professional
Toyota-Ortigas-Pasig
September 1991 to March 1996
Customer Service and Sales of new vehicles. Cross selling and Upselling other products and services. Sales and Marketing Prospecting new leads only In-home and In-business. Selling cars using only brochures and color charts and deliver the vehicle's to individual customers and businesses. Established and handled mostly government accounts. Top Salesman. Cashier/Customer Service/Retail Sales Associate/Stocker/Porter Bay Billiards-Fremont, CA
March 1994 to October 1994
Family Owned Billiard Hall with Deli section, small retail store area, 60 inch TV (especially for football, softball and basketball games and DJ area. (New business) Opening and Closing. Prep business stocking, clean general area, billiard tables and Deli section tables. Take food and beverages orders and Upselling of merchandise such as T-shirt, cue stick and other items. Handled cash register (POS) Detailed and Customer service oriented. Started a "Girl of the Night" on weekends and post their photos on billboard along the Hallway.
Best hang out in the Bay Area in 1994. Having a waiting list on weekends of up to 2 hours or more. Model and Professional Athlete
SELF
January 1985 to June 1994
TV Commerials and Print Ads model. Cover model for sport magazines in the Philippines. Published Model on China's Sport magazine and newspaper.
Import Manager
Emco Plywood Corporation-Makati
April 1990 to August 1991
Reporting directly to the Vice President of Operations. Manage and Orchestrate the entire on-site operations at the Pier. Project and Time Management. Multi tasking and prioritize task. File custom document before the shipments. Made on-site Crucial decisions and implement solutions effectively during operations. Cash handling and Payroll. Process analysis especially when two shipments arrive. Worked a lot of hours hybrid in the office and on-site. Education
Business Management, Marketing and Accounting (Bachelor's degree) Collegio San Juan de Letran-Manila
May 1985 to April 1990
Skills
• Customer service and support
• Serving
• Customer relationship management
• Merchandising
• Analysis skills
• Hospitality
• Project management
• Customer inquiry handling
• Retail sales
• Typing
• Industry knowledge of financial regulations
• Time management
• Multitasking
• Process Improvement
• Business Management
• Implementation of OSHA safety standards
• Cross-selling
• Salesforce
• Bilingual
• Resort
• Monitoring
• Inventory management
• KPI software
• Computer skills
• Restaurant experience
• Climbing
• Computer literacy
• Forecasting
• Biological hazards
• OSHA
• Budgeting
• Territory management
• Analytics
• Customer service
• Account Management
• Outbound sales
• Fraud prevention and detection
• BPO Experience
• Cross selling
• Windows
• Cold calling
• Customer retention
• Hazard Communication Standard
• B2B
• Data analytics
• Organizational skills
• Lead generation
• Quality assurance
• MLA
• Staff orientation
• Tableau
• Stocking
• Technical support
• B2B sales
• Financial services
• Sales Support
• Data entry
• Staff training
• High-end sales
• Driving
• Interviewing
• Microsoft Excel
• Employee orientation
• Financial Acumen
• Digital Creator
• BPO
• Software troubleshooting
• Dealership experience
• Hotel experience
• Inside sales
• Direct marketing
• Team development
• Negotiation
• Banking product expertise
• Accounting
• Microsoft Office, Powerpoint and Word
• Industrial cleaning
• Procurement
• Recruiting and Hiring
• Technical sales
• Telemarketing
• Bank Secrecy Act
• Territory sales
• Housekeeping
• Direct sales
• Payroll
• Business Analysis
• Delivery Driver Experience
• Insurance sales
• Sales
• KPI
• Janitorial experience
• Google Docs
• Woodworking
• Bank Secrecy Act and MLA
• Product Demos
• Marketing
• Microsoft Word
• Business Development
• Upselling and Cross selling
• Cash handling
• Operations Management
• Server/Waiter/Porter
• Billing and Payment processing
• Hiring
• English
• Relationship Management
• Outdoor work
• Training & development
• Retail
• Safe work practices
• Strategic Planning
• Presentation skills
• Project and Time Management
• Supervising experience
• Mentoring
• Care plans
• Team management
• Microsoft PowerPoint
• Product Development
• Digital marketing
• Cleaning
• Contract negotiation
• Communication skills
• Management
• Computer operation
• Prospecting
• Pricing
• Upselling
• Strategic planning
• Sales team management - Largest sales team managed (More than 20 team members)
• CRM Software
• Commercial cleaning
• Wealth management
• Food and Beverages service
• Customer support
• Sales Management
• Lending
• Outside sales
• Banking
• Risk Management
• Microsoft Outlook
• Case studies
• Microsoft software
• Business planning
• Cash register
• Leadership
• Accounts receivable
• Google Suite
• Call center
Languages
• Tagalog - Fluent
• Bilingual - Fluent
• English - Fluent
Certifications and Licenses
Non-CDL Class C
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