Courtney Santana
Falls City
Summary
Dedicated customer relations representative with proven skills in complaint resolution, record keeping, and effective communication. Committed to enhancing service efficiency and ensuring high standards in customer interactions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Relations Representative
Matt Kirkendall State Farm
Falls City, NE
09.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed policy changes and claims efficiently, ensuring compliance with company standards.
- Maintained accurate records of customer interactions using CRM software for streamlined operations.
- Collaborated with team members to improve workflow processes, increasing response times to client queries.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Reconciled bank statements with internal records to maintain financial accuracy and integrity.
- Posted daily receipts and payments in accordance with corporate protocols.
Service Manager
Dollar Fresh
Falls City, NE
05.2022 - 08.2023
- Oversaw daily operations to enhance service efficiency and customer satisfaction.
- Trained and mentored staff to improve performance and adherence to company standards.
- Collaborated with team members to resolve customer issues promptly and effectively.
- Resolved customer complaints in professional and timely manner.
- Monitored service staff performance and provided feedback for improvement.
- Maintained and processed invoices, deposits, and money logs.
Shift Manager
Sonic Drive-In
Falls City, NE
02.2017 - 05.2022
- Supervised daily operations to ensure efficient workflow and high-quality service delivery.
- Trained and mentored team members to enhance performance and operational knowledge.
- Developed and enforced safety protocols, promoting a culture of workplace safety compliance.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balance through diligent record-keeping.
Education
High School Diploma -
Falls City Senior High School
Falls City, NESkills
- Customer service
- Complaint resolution
- Computer skills
- Record keeping
- Banking operations support
Certification
- Property & Casualty Insurance Producer in Nebraska, Kansas, Missouri, and Iowa License - Oct. 2023
- Life and Health Insurance Producer in Nebraska License - Oct. 2024
Timeline
Customer Relations Representative
Matt Kirkendall State Farm
09.2023 - Current
Service Manager
Dollar Fresh
05.2022 - 08.2023
Shift Manager
Sonic Drive-In
02.2017 - 05.2022
High School Diploma -
Falls City Senior High School