Roma Santos

Customer Support Specialist with 8+ years of experience delivering exceptional customer experiences across chat, email, voice, and social media for global companies. Proven success resolving high-volume inquiries, reducing escalations, retaining customers, and consistently exceeding CSAT, QA, and productivity goals. Experienced with Salesforce, Zendesk, Five9, Avaya, and remote collaboration tools. Fast learner who adapts quickly to AI-powered workflows, automation, and evolving technologies.

Chat Support Specialist (SiriusXM) - Concentrix

(2024-12 - 2025-08)

• Managed 45+ daily live chat interactions using Salesforce.
• Resolved billing, subscription, and account issues while maintaining 95% CSAT.
• Increased customer retention through effective save strategies and promotional solutions.
• Consistently met response time, AHT, and quality targets.

Customer Service Representative (Abbott) - Foundever

(2024-06 - 2024-12)

• Delivered technical support for medical devices while ensuring HIPAA compliance.
• Resolved common issues with 95%+ first-contact resolution.
• Educated customers on product usage, reducing repeat contacts.

Customer Support Specialist (FedEx) - IBEX Global

(2020-02 - 2024-04)

• Supported customers across chat, email, social media, and voice.
• Resolved shipping, customs, claims, billing, and delivery issues using Salesforce.
• Maintained 95% CSAT, high documentation accuracy, and SLA compliance.
• Coordinated with operations to resolve complex shipment cases.

Customer Service Representative (NetSpend) - Inspiro

Team Leader - Novus Contact Solutions

Mortgage Refinance Specialist - Resourcing Global

Sales & Technical Support Representative - Sitel Philippines

Bachelor of Science - Agriculture - Central Luzon State University