Yesenia Sanchez
Marketing Graduate
San Pedro Sula,Cortes
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
Languages
14
14
years of post-secondary education
8
8
years of professional experience
Work History
Customer Service Representative
Alorica
San Pedro Sula, Cortes
05.2020 - Current
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Responded to customer requests for products, services and company information.
Junior Brand Manager
Acosa
San Pedro Sula, Cortes
03.2020 - 04.2020
- Motivated team members to continuous improvement in promoting and selling target products.
- Compiled product, market and customer data to forecast accurate sales and profit projections.
- Developed innovative marketing campaigns based on key objectives.
- Planned, implemented and tracked sales and marketing strategies to promote brand products.
- Cooperated and worked closely with communications team to develop marketing strategies to boost brand awareness.
Preschool Assistant Teacher
Academia Americana Bilingual School
San Pedro Sula, Cortes
09.2016 - 06.2019
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Applied play-based strategies, including crafts and games, to provide diverse approaches to learning.
- Fostered reasoning and problem solving through active exploration games and activities.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Educated students in foundational concepts such as shapes, numbers and letters.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Interacted with children one-on-one and in small groups to enhance and support learning activities.
- Collaborated with teacher to promote appropriate care and education for 15-22 children.
- Created weekly newsletter to keep families informed about school activities.
- Helped children's confidence and self-esteem by providing safe, loving environment.
- Assisted teacher by developing lesson plans to meet educational goals for each child.
Customer Service Representative
Allied Global
San Pedro Sula, Cortes
01.2014 - 07.2016
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Quality Analyst
KM2 Solutions
San Pedro Sula, Cortes
04.2012 - 01.2014
- Partnered with management to create, develop and implement quality initiatives, resulting in improving quality process in our sales representatives calls and procedures.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Monitored inbound and outbound calls made by 24-30 employees to provide constructive feedback.
- Developed and maintained quality assurance procedure documentation.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
Education
High School Diploma -
Instituto Tecnico De Electricidad Y Electronica
Honduras 02.2006 - 11.2011
Marketing Degree - Marketing
Centro Universitario Tecnologico CEUTEC
Honduras 06.2012 - 03.2020
Skills
Complaint resolution
undefinedTimeline
Customer Service Representative
Alorica
05.2020 - Current
Junior Brand Manager
Acosa
03.2020 - 04.2020
Preschool Assistant Teacher
Academia Americana Bilingual School
09.2016 - 06.2019
Customer Service Representative
Allied Global
01.2014 - 07.2016
Marketing Degree - Marketing
Centro Universitario Tecnologico CEUTEC
06.2012 - 03.2020
Quality Analyst
KM2 Solutions
04.2012 - 01.2014
High School Diploma -
Instituto Tecnico De Electricidad Y Electronica
02.2006 - 11.2011
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