Oscar Y Santos

Experience

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  Ritz Carlton

  Oct 2014 - Sept 2017

  - Provided fine dining service in a high-end, fast-paced resort setting, catering to an elite clientele.- Ensured an elevated guest experience through personalized service, menu knowledge, and expert wine pairings.- Collaborated with kitchen and bar staff to ensure timely and accurate meal delivery.- Maintained strict adherence to luxury hospitality service standards, enhancing guest satisfaction and retention. - Delivered personalized, high-end guest experiences by anticipating needs and exceeding expectations in a luxury hospitality environment.- Managed guest arrivals and departures, assisting with luggage handling and ensuring seamless transitions throughout the resort.- Provided butler services, including in-room dining, special request fulfillment, and personalized concierge assistance.- Maintained exceptional service standards, embodying The Ritz-Carlton's commitment to excellence.

  • Server

    Aug 2016 - Sept 2017

  • Bellman

    Oct 2014 - Aug 2016
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  Humana

  Aug 2017 - Jun 2020

  • Credentialing Specialist

    Sept 2018 - Jun 2020

  • Clinical Specialist

    Aug 2017 - Sept 2018
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  Supreme Air Solutions

  Jun 2018 - Nov 2022

  Operations Manager

  - Oversaw daily operations, managing staffing, scheduling, andoverall productivity.- Led warehouse and operations management, ensuring smoothinventory flow and distribution.- Supervised hiring, training, and performance management ofoperational staff.- Established production and quality standards, improving servicedelivery.- Developed and implemented record-keeping policies forcompliance and efficiency.- Oversaw facility maintenance and logistical processes, reducingdowntime and optimizing resources.- Created strategic hiring and retention plans, attracting top talentand reducing turnover.- Developed strategies to enhance customer service and operationalefficiency. Show less

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  Keller Williams Realty, Inc.

  Feb 2022 - Feb 2024

  Real Estate Agent
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  Optum

  Nov 2022 - Oct 2023

  Customer Service Supervisor

  - Spearheaded a new business launch, onboarding 30+ employeeswith a 100% success rate.- Monitored and optimized call center performance, ensuringexceptional service standards.- Delivered feedback and training to improve employee efficiencyand engagement.- Managed escalations, resolving customer issues professionallyand effectively.- Assisted in process improvement initiatives to enhance customerinteractions and workflows.

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  Carelon Global Solutions

  Oct 2023 - Nov 2024

  Customer Care Associate Manager

  - Successfully launched a new business unit with 30+ teammembers, achieving a 100% implementation rate.- Led the recruitment and onboarding process, hiring over 125employees in collaboration with Talent Acquisition.- Managed workflow priorities, ensuring efficient operations andhigh-quality customer support.- Provided coaching, feedback, and performance assessments todevelop employee skills.- Acted as the primary point of contact with Talent Acquisition,streamlining hiring operations.- Implemented strategies to enhance customer experience andservice delivery.- Assisted in conflict resolution, grievance management, andemployee relations.- Conducted interviews, recommended hires, promotions, andreassignments. Show less

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  Internal Revenue Service

  Oct 2024 - Feb 2025

  Customer Service Manager

  - Lead a team within the Small Business/Self-Employed (SB/SE)division, ensuring efficiency and adherence to operational goals.- Oversee daily operations, managing workload distribution andworkflow efficiency.- Develop and adjust priorities, ensuring timely completion of tasksand projects.- Evaluate employee performance, recognizing excellence andaddressing areas for improvement.- Provide coaching, mentorship, and training to enhance teamskills and career growth.- Lead hiring efforts, interviewing and selecting candidates for keyroles.- Resolve employee concerns, mediate conflicts, and implementdisciplinary actions when needed.- Identify and execute process improvements to optimize teamproductivity and quality outcomes.- Work with installment agreements and collection processes toassist taxpayers in resolving outstanding debts efficiently. Show less