Kalan Santiago
Dolton
Summary
Experienced and motivated Customer Service Professional with over 7 years of success in call center operations and virtual team leadership. Proven ability to deliver empathetic, high-quality service in healthcare and education-related settings. Skilled in managing high call volumes, resolving complex issues, and working independently in remote environments. Known for clear communication, adaptability, and dedication to helping others.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative - Behavioral Health
CVS / Aetna
08.2023 - Current
- Assist members, providers, and facilities with behavioral health benefit inquiries, claims, and authorizations.
- Navigate multiple systems simultaneously to deliver fast, accurate, and compassionate service.
- De-escalate emotionally charged situations with empathy and professionalism.
- Educate members on mental health resources, coverage policies, and care coordination.
- Meet and exceed call quality, adherence, and customer satisfaction goals in a remote setting.
Remote Call Center Team Leader
Foundation for California Community Colleges
Sacramento
02.2017 - 08.2023
- Supervised and supported a team of remote agents, delivering coaching and training for success.
- Answered calls and provided top-tier service, with a focus on educational programs and assistance.
- Developed scripts, training manuals, and feedback tools to streamline operations.
- Assisted with hiring and onboarding through remote interviews and orientation.
- Used various digital platforms for scheduling, documentation, and communication.
Education
High School Diploma -
Thornton Town High School
Harvey, IL 09.2010 - 05.2014
Skills
- Healthcare & Behavioral Health Support
- Remote Call Handling & De-escalation
- CRM & Call Center Platforms
- Microsoft Office Suite
- Digital Collaboration
- Empathetic Communication
- Team Leadership & Training
- Time Management & Self-Motivation
Timeline
Customer Service Representative - Behavioral Health
CVS / Aetna
08.2023 - Current
Remote Call Center Team Leader
Foundation for California Community Colleges
02.2017 - 08.2023
High School Diploma -
Thornton Town High School
09.2010 - 05.2014