Customer Service & Administrative Support Specialist

ERICA SANTOS

Round Lake Heights, IL 224-***-**** *************@******.***

PROFESSIONAL SUMMARY

Administrative and customer service professional with 11+ years of experience supporting clients, managing schedules, coordinating daily operations, and resolving customer concerns. Entrepreneur and business owner with a proven ability to multitask, maintain accurate records, communicate professionally, and provide exceptional service across phone, email, text, and in-person interactions. Seeking a part-time remote Customer Service Representative, Administrative Assistant, Virtual Assistant, or Client Support position.

CORE SKILLS

Customer Service Administrative Support Virtual Assistance Appointment Scheduling Calendar Management Phone Support Email Support Data Entry Microsoft Office Google Workspace CRM Customer Relations Problem Resolution Records Management Payment Processing Cash Handling Inventory Control Organization Time Management Multitasking

PROFESSIONAL EXPERIENCE

Business Owner & Client Services Manager L.E.N. Beauty Studio LLC

Round Lake Park, IL 2024–Present

Manage business operations, scheduling, online booking, and customer communications.

Answer client questions via phone, email, text message, and social media.

Maintain confidential client records and appointment history with accuracy.

Process payments, reconcile transactions, and manage inventory and supply ordering.

Resolve customer concerns promptly while maintaining a high level of customer satisfaction.

Coordinate marketing initiatives and oversee daily administrative tasks.

Client Services Specialist / Licensed Nail Technician

2018–Present

Deliver personalized client experiences while managing a full appointment schedule.

Maintain detailed service records and ensure consistent follow-up communication.

Build long-term client relationships through professionalism and exceptional service.

Sales Associate Polo Ralph Lauren

2019–2021

Provided exceptional customer service in a high-volume retail environment.

Assisted customers with purchases, returns, exchanges, and product recommendations.

Operated point-of-sale systems and handled cash and credit transactions accurately.

Supported merchandising, inventory organization, and achievement of team sales goals.

EDUCATION

High School Diploma

LICENSES

Licensed Nail Technician — State of Florida

TECHNICAL SKILLS

Microsoft Word • Microsoft Excel • Google Docs • Google Calendar • Online Scheduling Systems • Point-of-Sale Systems • Social Media Platforms

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