Jessica Santos
Winnipeg,MB
Summary
To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to help others. Experienced at completing projects with confidence and skill. History of performing well under pressure and accomplishing successive assignments with high accuracy. Experienced in fast-paced environments and adapts well to changing situations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Coach
Blue Ocean Contact Center
09.2022 - Current
- Boosted overall productivity by identifying areas for improvement in individual team members'' skills and knowledge, then addressing them through targeted coaching interventions.
- Optimized resource allocation through strategic planning and prioritizing tasks based on urgency and impact.
- Developed customized coaching plans for individual team members based on their unique strengths, weaknesses, and growth opportunities.
- Increased client satisfaction with project results by maintaining open lines of communication and providing regular progress updates.
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Met with manager weekly to provide detailed project report and milestone updates.
- Produced quality standards, checklists, report templates, and processes.
Customer Service Representative
Blue Ocean Contact Centers
03.2022 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Waitress/Server
RnR Family Restaurant
07.2017 - 01.2022
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Informed customers about daily and seasonal specials.
Team Leader & Server
Pizza Hut
05.2015 - 07.2017
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
Leadership And Management Micro-credentials -
Red River College of Applied Arts, Science And Technology
Winnipeg, MB09.2019
Grade 12 Diploma -
R.D Parker Collegiate
Thompson, MB01.2016
Skills
- Flexibility in schedule
- Time management
- Computer proficiency
- Communication skills
- Leadership experience
- Problem-solving abilities
- Coaching Techniques
- Client Relations
- Effective project management
- Task Delegation
- Team motivation
Certification
- First Aid
- Smart Choices
Languages
English
Portuguese
Timeline
Project Coach
Blue Ocean Contact Center
09.2022 - Current
Customer Service Representative
Blue Ocean Contact Centers
03.2022 - 09.2022
Waitress/Server
RnR Family Restaurant
07.2017 - 01.2022
Team Leader & Server
Pizza Hut
05.2015 - 07.2017
Leadership And Management Micro-credentials -
Red River College of Applied Arts, Science And Technology
Grade 12 Diploma -
R.D Parker Collegiate
- First Aid
- Smart Choices
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