Operations & Customer Experience Specialist

TIANA SANTIAGO

Westport, CT 203-***-****

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

PROFESSIONAL SUMMARY

Business operations and customer experience professional with 15+ years of experience in operations management, customer service, e-commerce, employee onboarding, training, scheduling, documentation, account support, and team leadership. Associate Degree in Business Management and currently pursuing an Artificial Intelligence certification at CT State College, with expected completion in June 2027. Experienced supporting high-volume environments, resolving complex customer issues, coordinating onboarding activities, maintaining accurate records, training teams, and improving day-to-day processes. Fluent in Spanish with strong communication, organization, problem-solving, technology, and relationship-management skills.

CORE SKILLS

Business Operations Administrative Support Customer Experience Client Relations Employee Onboarding Training & Development Team Leadership Scheduling Process Improvement Data Entry Documentation Account Management

E-Commerce CRM Salesforce HRIS Payroll & Benefits Support POS Systems QuickBooks Project Coordination Reporting & Analysis Conflict Resolution Research Live Chat Microsoft Windows Adobe Acrobat Adobe InDesign Human Resources Support Medical Terminology FMLA Marketing Inventory Management Spanish PROFESSIONAL EXPERIENCE

Personal Care Assistant (PCA) GT Independence, Connecticut June 2024 – Present

• Provide dependable, client-centered personal care support while maintaining dignity, respect, confidentiality, and professionalism.

• Follow established care instructions, policies, procedures, and safety expectations with attention to detail and accountability.

• Adapt to individual needs, manage competing responsibilities, and communicate effectively with clients and relevant stakeholders.

• Demonstrate patience, reliability, sound judgment, and problem-solving in a direct-support environment. Customer Service Representative / E-Commerce Contractors Direct, Hamden, CT May 2023 – October 2024

• Managed customer e-commerce orders from selection through pickup, maintaining order accuracy, product quality, and customer satisfaction.

• Communicated with customers regarding orders, substitutions, exceptions, product questions, refunds, exchanges, and account needs.

• Processed orders and transactions using POS and digital systems while maintaining accurate customer records.

• Resolved customer concerns by identifying root causes, selecting appropriate solutions, processing adjustments, and following through to resolution.

• Handled high-volume customer communications by phone and other channels while maintaining professionalism and efficiency.

• Applied company policies and procedures to make sound decisions regarding substitutions, returns, cancellations, and service issues.

• Assisted with training new e-commerce team members and adapted quickly to new and improved processes.

• Monitored order accuracy, staging, inventory discrepancies, pricing issues, and equipment concerns.

• Consistently met productivity and service expectations in a fast-paced environment requiring accuracy and multitasking. Member Engagement Coordinator BeneLynk, Tampa, FL May 2022 – February 2023

• Coordinated employee and client onboarding activities and ensured new team members received required information, documentation, tools, and resources.

• Prepared and distributed communications regarding policies, procedures, and organizational updates.

• Processed onboarding paperwork and maintained accurate records.

• Coordinated with IT to arrange computers, software, system access, and technology requirements for new employees.

• Explained payroll, benefits, procedures, and account information to employees and clients.

• Resolved questions and onboarding issues while improving communication and reducing roadblocks.

• Supported company presentations and product or service demonstrations.

• Performed data entry and maintained accurate information while managing multiple priorities. Onboarding Specialist Maxim Healthcare Group, Tampa, FL November 2021 – March 2022

• Coordinated new-hire onboarding, including documentation, appointments, assessments, system setup, and required employment steps.

• Obtained and reviewed required documentation while maintaining accuracy and confidentiality.

• Explained payroll, benefits, policies, procedures, and first-day requirements.

• Coordinated with IT to ensure employees received appropriate hardware, software, and system access.

• Tracked completion of assessments, tests, appointments, and onboarding requirements.

• Responded to employee questions and provided clear guidance throughout the onboarding process. Manager Elm City Market, New Haven, CT

June 2016 – April 2020

• Directed daily operations and supervised 90+ employees, including delegation, staffing, training, and performance support.

• Created efficient schedules to maintain appropriate staffing levels and operational continuity.

• Trained, coached, and mentored employees and implemented training initiatives to develop internal leaders.

• Collaborated with staff to improve customer satisfaction and operational effectiveness.

• Trained employees on inventory practices, POS systems, product knowledge, and customer service standards.

• Supported merchandising, product demonstrations, promotional initiatives, and customer engagement.

• Maintained compliance with food safety, sanitation, and operational standards. Cashier / Customer Service Wings Over, New Haven, CT March 2016 – May 2017

• Processed 50+ daily customer transactions with accuracy across cash, credit, debit, and voucher payment methods.

• Processed orders through fax, phone, and internet channels and coordinated timely deliveries.

• Trained new employees in POS operations, inventory procedures, and customer service.

• Assisted customers with product selection and resolved questions and concerns.

• Supported multiple departments and completed daily operational recovery tasks. Lead Customer Service Associate Express Companies Inc., Waterbury, CT August 2013 – December 2015

• Led customer support activities and resolved service, billing, payment, return, and exchange issues.

• De-escalated difficult customer situations through active listening, professionalism, and solution-focused communication.

• Collaborated with management to develop customer service improvement initiatives.

• Prepared departmental reports and operational updates for senior management.

• Managed financial transactions, deposits, credit card activity, and discrepancy resolution.

• Prepared CRM reports to identify trends, operational problems, and improvement opportunities.

• Supported customer service teams across multiple time zones.

• Supported merchandising, promotional displays, planograms, inventory, and product presentation across four locations.

• Analyzed business trends and prepared weekly and monthly strategy reports. Shift Supervisor Wendy's Co., East Haven, CT

February 2011 – July 2014

• Assisted the General Manager with daily restaurant operations and shift leadership.

• Trained more than 50 new team members in operational procedures and customer service.

• Developed staffing schedules to maintain coverage and operational efficiency.

• Addressed employee and production issues and implemented solutions to minimize waste and disruptions.

• Supported opening and closing procedures and maintained safety standards. Sales Associate / Customer Representative Rainbows, Hamden, CT February 2008 – June 2011

• Consulted with new and returning customers to identify needs and recommend appropriate products and services.

• Built customer relationships that encouraged retention and loyalty.

• Exceeded sales goals through consultative selling and effective product communication.

• Supported inventory management, merchandising, promotional displays, and product placement.

• Collaborated with retailers to improve product visibility, signage, and shelf placement. EDUCATION

Artificial Intelligence Certification CT State College, Connecticut Currently Enrolled Expected June 2027

Associate Degree in Business Management Oak College Completed June 2023

High School Diploma Hamden High School, Hamden, CT Completed

TECHNICAL SKILLS

Artificial Intelligence (in progress) Salesforce HRIS QuickBooks CRM POS Systems E-Commerce Microsoft Windows Adobe Acrobat Adobe InDesign Live Chat Multi-Line Phone Systems Data Entry Documentation Review Payroll Support Human Resources Support Medical Terminology FMLA Research Project Management Reporting Social Media Management

LANGUAGES

Spanish — Fluent

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