Erika Santiago

MAAN ERIKA SANTIAGO- l - l San Jose Del Monte, Bulacan, PH Professional Summary Experienced Customer Service Professional with a drive for success. My strongest attributes would include my great customer service skills, being able to multi-task while ensuring exemplary quality and ability to work under pressure in a fast paced environment. I would love to use my knowledge and experience to help the organization attain its goals and meet business needs. Core Qualifications Analytical problem solving Able to multi-task on a regular basis Independent worker and extremely reliable Able to learn new products or procedures quickly Effectively support client programs, products and services Familiarity with the variety of quality concepts, practices and internal procedures A degree holder in the Tourism and Hospitality field. Customer service is indeed my passion. Education Bachelor of Science in Tourism, October 2012 l Our Lady of Fatima University l Lagro, Quezon City, PH Experience Email Associate Arts, Sports and More – Spartan Race USA Grundfos Pumps Bldg, Osmeña Hwy, Makati, Metro Manila 06/15/2021 to Present To provide assistance quickly and efficiently to customer queries via email through Zendesk and Ticket Socket. Handle inbound emails for all scheduled Spartan Race US events - questions vary from registration, general show info, pricing, event day issue etc. Event Support Specialist I - Email, Chat and Phone Associate Reed Elsevier Shared Services – Reed Exhibitions / ReedPOP 2nd Floor Bldg H, UP Ayalaland Technohub, Commonwealth Avenue, Quezon City 07/20/2020 to 9/20/2021 Provide assistance to customer queries initiated through chat, email and phone call via Salesforce. Provide ad-hoc support to show teams. Ensure that all queries are categorized appropriately in order that management reporting be accurate. Ad hoc analysis of email traffic to identify trends or patterns that can be used to implement change. Assist in tracking order/shipments via Shopify and manage registrations via ticketing systems: Showclix, CSI and Aventri. Ensure tasks and workloads are completed within agreed SLA. Ability to meet deadlines without supervision. Email and Chat Associate Teletech – Barnes and Noble USA Levels 1 & 2 Robinson's Place Nova Market, Quirino Highway, Novaliches, Quezon City. 04/25/2013 up to 01/01/2020 Consistently part of the top ranking agents and receives monthly recognition for top performing associates in the Email and Chat LOB. Provide customer assistance through Email and Chat via CRM tool and Oracle Systems. Part of Teletech’s Bravo Club for Outstanding Employees (Luzon Awardees) – Best Associate Subject Matter Expert - Internship Teletech – Barnes and Noble USA Ensure that service level is passing among all line of business across the production. Provides real time flagging to ensure targets are being met for both Voice and Non-Voice teams. Delivered coaching feedback to immediate supervisors to help improve service quality and correct behavior among agents. Tracking of productivity and live monitoring of sessions as a drive for development of superior customer service and high performance. Coaching agents to establish suitable goals, action plans and timelines. Prepare and submit necessary management reports.