Josh Santos

Analyzed business requirements, created functional specifications and mockups, and collaborated with developers to align technical solutions with business goals. Conducted QA testing, tracked issues, led product demos and stakeholder walkthroughs, and maintained comprehensive documentation and user manuals.

Executed project tasks with a strong focus on quality, timeliness, and detail, while ensuring alignment with overall project goals and client expectations. Managed client accounts, conducted B2B cold calling, and enhanced engagement through targeted email marketing campaigns to drive business growth.

Led end-to-end product implementations by customizing solutions, managing deliverables, and ensuring client satisfaction, while also improving QA processes through audits, coaching, and SOP compliance. Specialized in lead sourcing and B2B outreach by generating and qualifying leads, conducting strategic cold calls, and securing appointments to support business growth.

Handled customer inquiries via chat and email, resolving product queries, order tracking, complaints, and technical issues with efficiency and professionalism. Delivered timely and real-time support to ensure prompt resolution of customer concerns and a high level of satisfaction.

Monitored agent performance, provided real-time floor support and coaching, and ensured adherence to SOPs while delivering product and policy updates to enhance team effectiveness. Handled 40–50 customer inquiries daily regarding billing, benefits, claims, and enrollment, consistently meeting performance metrics including AHT, Adherence, ACW, and FCR.

Greeted and registered guests, assigned rooms, managed check-in/check-out and room changes, ensuring accurate data entry in the hotel system; assisted with luggage and safe deposit box services. Computed bills, collected payments, and effectively handled guest complaints to maintain high customer satisfaction.

Greeted and registered guests, managed room assignments, processed billing and payments, and handled check-in, check-out, and room changes accurately using the hotel’s operating system. Assisted guests with luggage, safe deposit boxes, and ensured exceptional customer service throughout their stay.

Completed a Bachelor of Science in Hotel and Restaurant Management. Gained comprehensive knowledge and skills in hospitality operations and management.

Undertook a Bachelor of Science in Business Administration. Focused on foundational business principles and practices.

Completed secondary education, building a strong academic foundation. Engaged in various school activities and studies.

Completed primary education, developing fundamental learning skills. Participated in early academic and social development programs.

Completed primary education, focusing on foundational subjects. Developed early academic and social skills.