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.
• 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.