Erika Santiago

I am Maan Erika Santiago, you can call me Erika. I have 9 years of experience working as an Email, Chat, and Phone Support.

I started working with Barnes and Noble USA and have worked with them for 7 years. We're answering inbound emails, chats, and SMS, providing technical assistance, and assisting all general inquiries.

I've also worked with ReedPop and Reed Exhibitions as an event management coordinator. We provide assistance to customer queries initiated through chat, email and phone call via Salesforce. We provide ad-hoc support to show teams. Assist in tracking order/shipments via Shopify and manage registrations via ticketing systems: Showclix, CSI, and Aventri.·Involves ad hoc analysis of email traffic to identify trends or patterns that can be used to implement change. We must ensure tasks and workloads are completed within the agreed SLA.

I am also currently working with Spartan Race USA, we provide assistance quickly and efficiently to customer queries via email through Zendesk and Ticket Socket. We handle inbound emails for all scheduled Spartan Race US events - questions vary from registration, general show info, pricing, event day issue etc.

As an adept Email & Chat Associate, I have a well-rounded skill set in complaint resolution and honed talents in process improvement and application support, making me an ideal fit for the position. My previous roles have strengthened my capabilities in problem-solving and critical thinking, including keen attention to details and accuracy.

I am excited at the prospect of bringing my talents to your company.