Alexander Santini Email & Phone Number

Morriston, Fl, Us

Gainesville, Florida, United States

Gainesville, Florida, United States

Lead team of 30+ associates, Team Leads and Assistant Managers and oversee operation of store.Coach, Train and develop associates to provide a Premium Customer Experience to all visitors coming into the storeSet sales forecasts and targets to ensure goal of 10% growth is achieved in 2024.Manage, audit and forecast payroll to ensure compliance with company goals in alignment with the company’s Revenue per hour goal and in alignment with the employees’ availability. Review Cash Management processes of the store to ensure 100% compliance with established guidelines

Remote- Florida

- Remotely lead a team of 30+ remote associates, lead team meetings, weekly 1:1 sessions and career goals to ensure everyone has a clear career path and an inclusive and supportive work environment. - Develop tools using technology to gather data from multiple sources, analyze, prepare and present reports for multiple audiences in order to review individual and team performance and develop action plans that positively impact the business- Lead trainings at all levels of the organization in Business initiatives, technology, Customer Loyalty and Experience and Safety with focus on ergonomics in Remote Work, which resulted in increased Customer Satisfaction Scores, a reduction on work-related injuries and effective understanding of Call center data for the decision-making processes- Handle any Escalated Services issues, such as Manager or Corporate requests, providing World Class Customer Service to resolve the Customer concerns, ensure Customer Satisfaction, which allowed the business to lower Quit rates by over 10% between April-June 2021

Remote

- Remotely lead a team between 10-25 associates in a fully virtual setting, in charge of leading team meetings,1:1 session, Associate Development plans and team reports- Identify areas of opportunity in business areas in order to develop action plans to connect with other teams and get those issues resolved. - Document performance and hold associates accountable to meet established goals. Ensure the associates have the training and the resources needed to pivot their measures in the right direction and correct any behavioral issues that may arise.

Raynham, Massachusetts, United States

- Remotely lead a team of 30+ remote associates, lead team meetings, weekly 1:1 sessions and career goals to ensure everyone has a clear career path and an inclusive and supportive work environment. - Develop tools using technology to gather data from multiple sources, analyze, prepare and present reports for multiple audiences in order to review individual and team performance and develop action plans that positively impact the business- Lead trainings at all levels of the organization in Business initiatives, technology, Customer Loyalty and Experience and Safety with focus on ergonomics in Remote Work, which resulted in increased Customer Satisfaction Scores, a reduction on work-related injuries and effective understanding of Call center data for the decision-making processes- Handle any Escalated Services issues, such as Manager or Corporate requests, providing World Class Customer Service to resolve the Customer concerns, ensure Customer Satisfaction, which allowed the business to lower Quit rates by over 10% between April-June 2021

Raynham, Massachusetts, United States

- In partnership with a Customer Service Leader, supervise day to day operations for a team of 25+ Customer Service Representatives to ensure all Key Performance Indicators were met at all times- Establish a Customer Focused culture with all associates. Ensure the team provides a World Class Customer Experience at all times, improving customer satisfaction scores by more than 10%- Draft and deliver Performance Improvement Plans and Performance Problem Resolutions and follow up with associates to support their development and ensure alignment with established career goals.- Support multiple business functions such as Customer Experience team with Escalations and Correspondence, Human Resources with Onboarding and equipment handout for new CSR's working based out of the Tampa, FL area; Support team overseeing employee timecards - Lead technology transition from Skype for Business to Microsoft Teams with trainings, coaching and mentoring Customer Service Associates across all teams in the Customer Service Department

Raynham, Ma

- Interact with customers in both English and Spanish providing World Class Customer Service with a career average customer satisfaction rate of over 97%- Serve as team's Subject Matter Expert for customer related questions, tips and feedback on how to handle difficult customer interactions- Support Training Team in remote and in class training, side by sides, call evaluations, daily stats and communication reports for new remote home agents hired out of Tampa, FL.- Work with Support team to develop attendance audit and tracker to ensure 100% accuracy on the hours paid to the Tampa temporary associates hired in 2019.- Achievements in 2019: Selected to lead Tampa 2019 new hires. Best utilization % in the CSC (Tampa new hires) for the months of June and July 2019, third best utilization % in the month of August. - Other Achievements in 2018: Winner of “Team Player of the Month” award in May 2018.

Guaynabo, Pr

- Provided world class taxpayer assistance in both English and Spanish to individuals and/or businesses in order to resolve all tax related inquiries and may require unique solutions, such as billing, refunds, payment plans and tax credits in full compliance with the tax code to ensure all tax responsibilities were met.- Secured and protected sensitive personal and financial information using multiple applications.- Analyzed data from multiple sources and databases to make determinations to resolve taxpayer disputes and delinquency issues.

Cañovanas, Puerto Rico

- Key holder, supported operation of a $14M business, ensuring all store departments, front and back of the house are working properly; ensuring all team members follow all store SOP’s and that the overall store execution is intended in driving sales- Created weekly plans to support sales which includes replenishment, merchandising and recovery based on daily challenges and company tasks- Assisted IT team to resolve any type of problem with the store’s system, such as printers, POS terminals, office computers, access points, etc.- Managed and supervise all the store staff, including associates and supervisors, providing them with coaching, product and procedures knowledge in order to help them develop their skills within the company and do their job the most efficient way possible with focus on Customer Experience and fostering Customer Loyalty- Controlled payroll and budget in order to keep business operational and under budget at all times- Assist other managers in tasks of replenishment, merchandising execution, associate development, supervision to ensure all associates are working properly in order to accomplish company goals- Led Overnights to upgrade POS system and carpet replacement of the store. Completing projects on the assigned timeline and keeping the operations streamlined and with no interruptions

Canóvanas, Puerto Rico

- Sales Area Manager for Youth and Baby department, planned, directed and coordinated the operation of the directed specific personnel functions and assigns the work to be accomplished by employees, - Set and monitor all department goals to ensure all deadlines were met- Developed and implemented internal management controls designed to control fraud, waste and abuse. - Solved a variety of management problems in order to keep department operations as effective as possible. - Fostered a professional and team-oriented relationship with all store staff. - Evaluated employee performance and make development plans based on employee performance.- Assisted in the construction of stores located in Ponce, PR, Caguas, PR and Bayamón, PR and trained associates and management so they can run their business following all company standards and procedures.

Canovanas, Puerto Rico

- Planned, directed and coordinated the floor moves for new seasons.- Supported the departments on their daily operation of recovery and replenishment, such as Sportswear, Men’s, Shoes, Accessories and Home - Ensured that all merchandise is processed and placed in sales floor in timely manner to make a positive impact on store sales.

Canovanas, Puerto Rico

- Planned and assigned the daily work to be accomplished by employees with established objectives and goals,- Maintained record of store sales, conversion percentage, employees’ tasks, and replenishment the sales floor in order to make maximum sales possible. - Led overnight and floor crews in order to complete and exceed expectations and goals within assigned deadlines, - Provided outstanding customer service to all customers, leading by example and serving as mentor to peers that needed extra support in their Customer Service skills

Bachelor Of Business Administration - Bba, Computer Information Systems, 3.03

Certificate, Information Technology, Certified Computer Support Specialist

Bachelor Of Business Administration (Bba), Computer And Information Systems Security/Information Assurance