Alicia Sanchez
Burien
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Recologycleanscapes
Seattle, WA
02.2026 - 04.2026
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Streamlined communication processes between departments to improve issue resolution times.
- Analyzed customer feedback to identify trends and implement effective solutions for service enhancement.
Customer Service Representative
SanMar
Seattle, WA
04.2025 - 10.2025
- Analyzed customer feedback data to identify trends and recommend actionable solutions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Financial Services Representative
Enova International
Salt Lake City, UT
05.2024 - 02.2025
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Help Desk/Escalations Specialist
Walmart.com
Salt Lake City, UT
07.2021 - 04.2024
- Resolved complex customer issues by collaborating across departments to facilitate effective solutions.
- Analyzed escalated cases to identify patterns and improve service delivery processes.
- Mentored junior staff in conflict resolution strategies and customer engagement techniques.
Senior Coordinator
Walmart.com
Salt Lake City, UT
02.2021 - 07.2021
- Led initiatives to enhance customer experience through effective communication and problem resolution strategies.
- Analyzed process workflows, identifying bottlenecks and implementing solutions for improved productivity.
- Built strong relationships with clients through effective communication, leading to increased trust and collaboration.
Escalated Complaints Specialist
Aerotek
Salt Lake City, UT
09.2020 - 01.2021
- Resolved escalated customer complaints through effective communication and problem-solving techniques.
- Reduced repeat complaints with thorough investigation of underlying issues and implementation of corrective actions.
- Streamlined complaint handling process for faster resolution and improved customer experience.
Customer Service Representative
Vacationcandy
Salt Lake City, UT
02.2020 - 09.2020
- Resolved customer inquiries via email, ensuring timely and accurate responses.
- Led initiatives to optimize email response templates, reducing resolution time significantly.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
Lead Generation Specialist
Clearlink Enterprises
Salt Lake City, UT
01.2019 - 01.2020
- Informed clients of policies and procedures.
- Utilized CRM software to track interactions and manage customer information efficiently.
- Conducted outbound calls to engage customers and promote products effectively.
Customer Service Representative
NetflixCS
Salt Lake City, UT
11.2016 - 12.2018
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers in navigating company website and subscribing to the services, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Overstock.com Inc
Salt Lake City, UT
07.2014 - 11.2016
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Education
High School Diploma -
Tooele High School
Tooele, UT05-2014
Skills
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Administrative support
- Staff education and training
Honors & Awards
Promoted into a managerial position - WALMART.COM, Employee of the Month - ENOVA, due to outstanding stats and service.
Timeline
Customer Service Representative
Recologycleanscapes
02.2026 - 04.2026
Customer Service Representative
SanMar
04.2025 - 10.2025
Customer Financial Services Representative
Enova International
05.2024 - 02.2025
Help Desk/Escalations Specialist
Walmart.com
07.2021 - 04.2024
Senior Coordinator
Walmart.com
02.2021 - 07.2021
Escalated Complaints Specialist
Aerotek
09.2020 - 01.2021
Customer Service Representative
Vacationcandy
02.2020 - 09.2020
Lead Generation Specialist
Clearlink Enterprises
01.2019 - 01.2020
Customer Service Representative
NetflixCS
11.2016 - 12.2018
Customer Service Representative
Overstock.com Inc
07.2014 - 11.2016
High School Diploma -
Tooele High School