Alicia Sanchez
Tukwila,WA
Summary
Reliable and upbeat customer service representative that is successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Ability to show that I am well versed in any of the products that I work with. Dedicated team player and dependable relationship-builder with excellent organizational strengths and superior work ethic.
Overview
11
11
years of professional experience
Work History
Customer Care Representative (Fully Remote)
Enova International
04.2024 - 09.2024
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and applications
- Navigated multiple computer systems and applications to find information.
- Sought ways to improve processes and services provided.
Help Desk/Escalations Specialist (Fully Remote)
Walmart
07.2021 - 04.2024
- Assist agents with emails, chats, and phone calls
- Work 20+ escalated cases daily
- Email partners on escalated cases
- Take 25+ inbound calls from agents
- Use and navigate AirCall app integrated to Salesforce
- Leave detailed notes regarding agent interactions
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Senior Coordinator (Fully Remote)
Walmart
02.2021 - 07.2021
- Communicate with partners via email, chat, and by phone
- Respond to over 45 inquiries a day
- Handle cases in a professional manner
- Handle cases in a timely manner
- Research internal and external knowledge base to best assist the partners
- Provide partners with the tools for them to achieve success
- Work with Salesforce and navigate confidently
- Gathered and organized materials to support operations.
- Entered data, generated reports, and produced tracking documents.
PSE Mail Processing Clerk
United States Postal Service
11.2020 - 01.2021
- Scan packages and place them into the correct bins
- Sort packages by zip code and place them in the corresponding area
- Place packages into bags based on zip code for the scanners to process
Escalated Complaints Specialist
Aerotek
09.2020 - 11.2020
- Assist customers with their escalated complaints
- Work with customers to resolve their issues within five business days
- Work with other departments to provide the best possible resolution for the customer
- Escalate issues as needed
E-Commerce Product Specialist
NPSstore
07.2020 - 09.2020
- Collaborate with a team
- Research to find out the average cost of a product
- Take photos of said product to be posted to the online store
Customer Service Representative
VacationCandy/StayPC
02.2020 - 07.2020
- Email clients about their reservations
- Email owners to get the details of the reservations and then deliver information to the clients
- Verify the details of the reservation with the hotel
Lead Generation Agent
Clearlink/Sykes Enterprise
01.2019 - 01.2020
- Do a high volume of outbound calls (480+ calls)
- Have a minimum transfer rate of 20%
- Setting up callbacks for clients
- Warm transfer to sales agents
Customer Service Representative
Netflix
06.2017 - 12.2018
- Receive incoming calls about accounts and verify account information
- Receive up to 150 calls during a single shift
- Verify billing dates as well as processing credit and debit cards
- Investigate account holds and effectively assist customers in resolving holds
- Effectively troubleshoot network issues as well as device issues
- Work with research teams to find root cause of application malfunctions
- Assist customers in setting up accounts
- Assist customers in cancelling their accounts and processing refunds
Customer Service Representative
C3/CUSTOMER CONTACT CHANNELS
11.2016 - 06.2017
- Receive incoming calls and inform customers of their plan benefits as well as their copays
- Communicate in an effective manner to let customers know their premiums, copays as well as deductibles
- Placed over the counter orders for customers and placed prescription orders for customers
- Filed claims on missing orders and tracked packages to inform customers where their items are
Customer Service Representative
Overstock.com
07.2014 - 11.2016
- Customer Service representative in a call center environment
- Receive incoming calls and emails to place order and resolve issues on missing orders or damaged items
- Communicate verbal and through email with mail carriers regarding missing packages or shipping issues
- Set up claims for damaged packages
- Effectively resolve irate calls and deescalate issues to retain customer satisfaction
- Set up returns and provide necessary information to the customer to resolve the issue
- Follow up on resolution with customer to confirm issue has been resolved
- Process cancellations and notify the warehouse
Administrative Legal Assistant (Intern)
David B. Boyce PLLC
05.2013 - 08.2013
- Supported paralegal with secretarial/clerical duties in a legal office setting
- Opened new case files
- Scanned legal documents and uploaded into clients systems
- Produce copies of legal documents needed for mailing
- Filing
- Updated case information in excel
- Prepared certified mailings for foreclosure documents
- Prepared billing for paralegal review and submission
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
Education
High School Diploma -
Tooele High School
05-2014
Skills
- Microsoft Word
- Excellent written communication
- Excellent verbal communication
- Type 52 WPM
- Organizational skills
- Customer Service
- Administrative Support
- Conflict Resolution
- Outbound calls
- Clerical work
- Inbound Calls
- Email correspondence
- Remaining productive in a fully remote environments
- Appointment scheduling
- Call center experience
- Problem resolution
- Customer relations
- Punctuality and reliability
- Time management
- Data entry
- Documentation and reporting
- Customer service
- Database research
- CRM software
- Phone etiquette
Accomplishments
- While working with Walmart, I was recognized with outstanding performance within my first three month of employment.
- While working with Walmart, I was promoted into more of a managerial position within 6 months of hire.
- During my time with Enova, I was rewarded with employee of the month during my first month on the floor in credit to my outstanding stats and service.
Timeline
Customer Care Representative (Fully Remote)
Enova International
04.2024 - 09.2024
Help Desk/Escalations Specialist (Fully Remote)
Walmart
07.2021 - 04.2024
Senior Coordinator (Fully Remote)
Walmart
02.2021 - 07.2021
PSE Mail Processing Clerk
United States Postal Service
11.2020 - 01.2021
Escalated Complaints Specialist
Aerotek
09.2020 - 11.2020
E-Commerce Product Specialist
NPSstore
07.2020 - 09.2020
Customer Service Representative
VacationCandy/StayPC
02.2020 - 07.2020
Lead Generation Agent
Clearlink/Sykes Enterprise
01.2019 - 01.2020
Customer Service Representative
Netflix
06.2017 - 12.2018
Customer Service Representative
C3/CUSTOMER CONTACT CHANNELS
11.2016 - 06.2017
Customer Service Representative
Overstock.com
07.2014 - 11.2016
Administrative Legal Assistant (Intern)
David B. Boyce PLLC
05.2013 - 08.2013
High School Diploma -
Tooele High School