Karen Grace Santos Email & Phone Number

Houston, Texas, United States

• Developed and implemented customer service policies and procedures to enhance customer satisfaction and loyalty, including calendar and email management ensuring timely and effective resolution of customer inquiries and concerns.• Handled customer inquiries and provided exceptional support via various communication channels.• Created and curated content for social media channels to increase brand visibility and drive customer engagement.• Monitored and managed social media platforms to engage with customers.• Utilized CRM systems to track and manage customer interactions, ensuring accurate and up-to-date customer data.

Manila, National Capital Region, Philippines

• Conducted extensive product research to identify profitable listing items.• Implemented strategic listing tactics and dynamic repricing strategies to maintain competitiveness.• Ensured timely order processing and fulfillment.• Responded promptly to all buyer inquiries and messages, ensuring outstanding customer communication.• Maintained a transparent profit sheet, offering clients clear insights into store performance and net profit.

Manila, National Capital Region, Philippines

• Organized hybrid training sessions to cater to various learning styles.• Developed and administered drills, assessments, and certifications tailored to clients' objectives.• Developed comprehensive training strategies and designed effective training materials.• Provided individualized coaching, monitored class performance, and offered feedback before and after training sessions.• Carried out performance reviews with clients to ensure alignment with their objectives and satisfaction with the training outcomes.

Manila, National Capital Region, Philippines

• Managed customer escalations for swift resolution and satisfaction.• Updated knowledge bases to ensure team access to the latest information.• Provided comprehensive training to first-tier support.• Enhanced team performance through personalized coaching and feedback.• Conducted team huddles to review performance and devise improvement strategies

Manila, National Capital Region, Philippines

• Responded promptly to customer inquiries with a proactive approach.• Offered technical support to resolve product or service-related issues for customers.• Engaged customers effectively across multiple communication channels.• Stayed updated on new promotions, services, and products through continuous knowledge base updates.• Maintained accurate records of customer information and interactions.