Santina D.

WORK HISTORY

ABOUT SANTINA D.

With a strong background in overseeing Customer Experience teams, I ensure smooth day-to-day operations while meeting and exceeding KPIs and SLAs. I focus on Quality Assurance & Complaints within regulated financial environments, continuously working to improve processes and ensure the customer remains at the heart of everything I do. My oversight extends to both bot and human support interactions, as well as the accuracy of any operational processing.I am highly organised, able to prioritise competing tasks effectively, and committed to upholding the highest personal standards. I bring a detail-oriented approach to my work, consistently contributing to both team success and the wider business goals.Some of my key achievements include:• Designed and delivered a Quality Assurance Program across the frontline team members based on regulatory requirements, resulting in reaching a service CSAT score of 80%• Reduced complaint handling times by 50%• Created and implemented client communications to ensure a consistent, compliant, and professional tone of voice across all channels• Met and exceeded daily performance targets by effectively managing time and prioritising caseloads, ensuring compliance with tight regulatory deadlines. Won accolades for Leading by example, Awards for Outstanding Performance, Zipster of the Year/Change the Game, and Employee of the MonthI am passionate about traveling and have lived and worked in diverse cultural environments, which has further strengthened my ability to adapt quickly to new challenges. My global experiences contribute both to my personal growth and to my professional approach, allowing me to bring a fresh perspective to problem-solving and team collaboration.I am available to discuss new employment opportunities.