OLGA I CRUZ SANTAELLA
Carolina
Summary
Adept Customer Service Specialist from Conexion Labor's WIOA, renowned for elevating customer satisfaction through expert complaint resolution and proactive problem-solving. Skilled in CRM and communication, I excel in cross-functional collaboration, driving business growth, and mentoring new staff to achieve excellence in customer relations.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
35
35
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST-PROMOTER
CONEXION LABORAL WIOA
02.1989 - 07.2024
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Education
Master of Arts - MINISTERAL THEOLOGY
VIDA ABUNDANTE THEOLOGY UNIVERSITY
PONCE, PUERTO RICO02.2023
PROFESSIONAL CERTIFICATED - Pastoral Counseling & Spiritual Care
INSTITUTO DE DESARROLLO INTEGRAL Y EVALUACION
CAGUAS, PR02.2021
PROFESSIONAL CERTIFICATE - Associate Mentor in Family And Marriages
CHRISTIAN FAMILY & MARRIGE INSTITUTE - CFAMI
MIAMI, FL07.2019
Professionals Certified - Professional Case Management Certification Program
WORKFORCE 180, LLC
CAROLINA, PR07.2024
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Customer Relationship Management (CRM)
- Problem Resolution
- Excellent written and oral communication
- Telephone Etiquette
- Complaint Handling
Timeline
CUSTOMER SERVICE SPECIALIST-PROMOTER
CONEXION LABORAL WIOA
02.1989 - 07.2024
Master of Arts - MINISTERAL THEOLOGY
VIDA ABUNDANTE THEOLOGY UNIVERSITY
PROFESSIONAL CERTIFICATED - Pastoral Counseling & Spiritual Care
INSTITUTO DE DESARROLLO INTEGRAL Y EVALUACION
PROFESSIONAL CERTIFICATE - Associate Mentor in Family And Marriages
CHRISTIAN FAMILY & MARRIGE INSTITUTE - CFAMI
Professionals Certified - Professional Case Management Certification Program
WORKFORCE 180, LLC
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