Santonia Mc Glashen

Santonia McGlashen Mile End Lodge P.O, City Street, Ocho Rios St Ann - |- Professional Summary Motivated and customer-focused professional with over 3 years of experience in customer service, sales support, and team supervision. Proven ability to resolve customer issues efficiently, support team goals, and adapt quickly to new technologies. Seeking to leverage strong communication and problem-solving skills in a dynamic customer service role. Professional Experience Barista Osaka Express/ Nice Tea 2024 – 2025 • • • • Prepare and serve hot and cold beverages, including coffee, Chinese teas and specialty drinks. Operating Point of Sales system and cash handling, stock and replenish supplies as needed. Operate coffee equipment such as espresso machines and grinders. Effectively balancing speed and quality during peek hours to ensure seamless service. Customer Service Agent (Chat) Continuum Global Solutions – Remote 2023 – 2024 • • • Provided technical support and troubleshooting for device upgrades and purchases. Resolved billing issues and assisted with plan selection and pricing. Delivered high-quality customer service through chat, maintaining excellent customer satisfaction. Store Supervisor Canna Clinic – St. Ann, Jamaica 2022 – 2023 • • • Supervised and trained staff to enhance performance and customer engagement. Managed inventory using reports to improve stock levels and profitability. Collaborated with senior management on sales strategies and business development. Reservations Sales Agent (Chat) Conduent – Remote 2021 – 2022 • • • Assisted customers with airline bookings, cancellations, and modifications. Recorded detailed customer interaction notes and situational updates for internal use. Delivered timely support across multiple channels, increasing customer retention. Education & Certifications HubSpot Academy Certification in Digital Marketing – 2024 Ocho Rios High School CSEC/CXC – 2016 • • • English A Home Economics Management Integrated Science Core Skills • • • • • • • Customer Support Conflict Resolution Leadership & Team Management Communication (Written & Verbal) Sales Support Problem-Solving CRM Tools & Ticketing Systems (e.g., Zendesk, Salesforce)