Ryan Santiago
Carol Stream
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
16
16
years of professional experience
Work History
LRA Local Station Trainer
Delta Air Lines, Inc
10.2012 - Current
- Developed new and improved training programs to fit underserved areas.
- Created unique materials to support training programs.
- Delivered robust training courses via classroom and e-learning programs.
- Provided coaching and mentoring to employees.
- Trained and mentored 30 new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
Customer Service Representative
Sage Parts Plus
12.2011 - 06.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
Menzies Aviation
Account Management
03.2009 - 12.2011
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
Dispatcher
Windy City Limousine
07.2007 - 02.2010
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 40 fleet vehicles.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
Education
High School Diploma -
Elk Grove High School
Elk Grove Village05.2008
Skills
- Problem Solving
- Employee Engagement
- Team Building
- Interpersonal Skills
- Conflict Resolution
- Leadership Abilities
- Critical Thinking
- Decision Making
Timeline
LRA Local Station Trainer
Delta Air Lines, Inc
10.2012 - Current
Customer Service Representative
Sage Parts Plus
12.2011 - 06.2018
Menzies Aviation
Account Management
03.2009 - 12.2011
Dispatcher
Windy City Limousine
07.2007 - 02.2010
High School Diploma -
Elk Grove High School
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