Patricia Santo
London,ENG
Summary
A self-motivated, charismatic and results oriented individual who is able to thrive in a fast-paced environment whilst being consistently innovative & creative. I have a strong aptitude for developing and maintaining relationships with clients. 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
6
6
years of professional experience
1
1
Certificate
Work History
Customer Success Manager
Habito
08.2022 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer sup
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
Solutions Specialist
Lanistar
11.2019 - 08.2022
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Implemented corrective actions to fix root causes of various issues.
- Completed structural steel painting processes and streamlined operations to increase overall efficiency.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Managed diverse projects and resolved complex issues to support timely completion.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Answered customer questions about billing, account issues and upgrade possibilities.
- Developed filing and storage systems for patient charts and records to increase accessibility.
- Recommended new products and services to customers.
- Minimized quality assurance obstacles by effectively managing entry and editing of patient databases.
- Inspected products to provide quality control to maximize revenue.
- Monitored project status and productivity while inspecting performances to decrease process discrepancies by 10%.
- Increased revenue 5% to provide top product quality control and eliminate downtown.
Customer Experience Expert
Watches Of Switzerland
08.2018 - 03.2019
- Responded to high volume of incoming calls utilising listening and communication skills to identify customer problems, needs, and opportunities.
- Utilised telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Delivered prompt service to prioritise customer needs.
- Developed and updated databases to handle customer data.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Education
Bachelor of Arts - Fashion Design
Middlesex University
London09.2018
Skills
- Client Relations
- Strategic Planning
- Customer Account Management
- Sales management
- Customer Service
- Research and due diligence
- Strategic communications
- Negotiation
- Account Management
- CRM Software
- Records Management
- Training and mentoring
- Customer Retention
Certification
- DATA AND SQL, CODE FIRST GIRLS - 4 MONTHS
Timeline
Customer Success Manager
Habito
08.2022 - Current
Solutions Specialist
Lanistar
11.2019 - 08.2022
Customer Experience Expert
Watches Of Switzerland
08.2018 - 03.2019
Bachelor of Arts - Fashion Design
Middlesex University
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