Estefania Santiago
Buckeye
Summary
Motivated candidate experienced in the restaurant industry. Proven ability to provide outstanding customer service, build relationships with customers, and foster a positive work environment. Possesses excellent communication skills and the ability to work seamlessly with other team members to ensure that all tasks are completed to the highest standard. Committed to providing a superior customer experience through a combination of prompt service and a friendly attitude.
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Bilingual CSR Insurance Agent
Aall Insurance Group
11.2023 - Current
- Managed bilingual customer inquiries, ensuring prompt and accurate responses to enhance client satisfaction.
- Resolved complex policy issues by analyzing customer needs and providing tailored insurance solutions.
- Trained new representatives on effective communication strategies in both English and Spanish.
- Developed and maintained comprehensive knowledge of insurance products to inform clients effectively.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
General Manager
PANDA EXPRESS RESTAURANT
10.2017 - 10.2023
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction. Trained employees on additional job positions to maintain coverage of roles at all times. Delegated work to staff, setting priorities and goals. Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations. Recruited, hired and trained new employees, including monitoring and review of individual, hiring and staffing meeting financial goals. Overseeing store with 25+ associates.
Front manager
LUCY'S FOUNTAIN HEAD CAFÉ
03.2010 - 11.2017
- Minimized customer wait times by taking and filling large volume of orders each day. Kept customer and food preparation areas clean and well-organized. Independently resolved customer concerns to correct problems and promote brand loyalty. Completed opening, closing and shift change tasks following company guidelines.
Education
GED -
Apache Junction High School
Apache Junction, AZ01-2010
Skills
- Leadership
- Time Management
- Staff training and development
- Flexible
- Fluent bilingualism
- Customer service
- Problem-solving
- Data entry
- Call center experience
- Payment processing
- Document translation
- Upselling strategies
- Product knowledge
LANGUAGES
Spanish Fluent
Timeline
Bilingual CSR Insurance Agent
Aall Insurance Group
11.2023 - Current
General Manager
PANDA EXPRESS RESTAURANT
10.2017 - 10.2023
Front manager
LUCY'S FOUNTAIN HEAD CAFÉ
03.2010 - 11.2017
GED -
Apache Junction High School