Open to opportunities

Santina Franklin

@santinafranklin

Message

I am a detail-oriented customer support specialist delivering efficient, empathetic multichannel service and high CSAT.

United States

Message

What I'm looking for

I want a customer-focused role where I can deliver empathetic multichannel support, use CRM and logistics tools, collaborate with cross-functional teams, and grow in responsibility within a metrics-driven, remote-friendly environment.

I am a detail-oriented customer support professional with years of experience delivering multichannel support via phone, email, chat, SMS and social media. I consistently meet or exceed performance metrics while maintaining high customer satisfaction scores.

I leverage CRM systems such as Gorgias and general CRM software, plus platforms like Shopify and ShipStation, to process orders, troubleshoot issues, and manage returns and replacements efficiently.

I have handled high volumes of inbound calls and peak-period workloads, collaborating with cross-functional teams and using tools like Slack to escalate and resolve complex issues in a timely manner.

I bring practical logistics and warehouse experience, knowledge of PRELUDE and SAP, and a Certified Coding Associate credential alongside an associate degree in Medical Billing & Coding, which supports my attention to detail and systems-driven approach.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Chewy

May 2025 - Present (3 months)

Provide exceptional customer support via phone, email, and chat, consistently meeting or exceeding response-time, resolution-rate, and customer satisfaction metrics. Collaborate with cross-functional teams to escalate complex issues and ensure timely follow-up.

Customer Support Phone Support Email Support Live Chat CRM Order Management Customer Satisfaction

Customer Support Agent

BlendJet

Jan 2023 - Mar 2025 (2 years 2 months)

Delivered omni-channel customer support via Gorgias (email, chat, SMS, social DMs), resolving order and logistics issues while maintaining high CSAT. Managed order edits and fulfillment using Shopify and ShipStation and coordinated with internal teams via Slack.

Gorgias Shopify ShipStation Email Support Chat Support SMS Order Management Logistics CSAT Slack

Customer Service Representative

ROI Connexus - Solutran

Nov 2022 - Jan 2023 (2 months)

Handled high-volume inbound calls assisting members with benefits, placing and tracking online orders, and activating benefit cards. Maintained accurate records and service quality during a short-term assignment.

Inbound Member Services Activation Phone Support Data Entry CRM

Benefits Specialist

Alight Solutions

Sep 2022 - Nov 2022 (2 months)

Assisted members with annual benefits enrollment and navigated HR systems to successfully complete enrollments while delivering phone-based support. Maintained confidentiality and high service standards in a contract role.

Customer Service Phone Support Navigation Data Entry Confidentiality Remote Support Member Assistance

Delivery Driver

Act Fast Delivery

Jun 2020 - Nov 2022 (2 years 5 months)

Picked up and delivered prescriptions on schedule, ensuring timely and professional customer interactions. Managed route planning and delivery documentation to support pharmacy distribution and service reliability.

Delivery Route Planning Customer Service Time Management Documentation Timely Distribution

Warehouse Associate II

P&I Supply

May 2014 - Dec 2019 (5 years 7 months)

Received, verified, and processed incoming materials using PRELUDE and SAP, maintaining inventory accuracy and orderly stock. Picked, packed, and shipped orders via UPS and FedEx while preparing BOLs and manifests to meet shipping timelines.