Summary
Overview
Work History
Education
Skills
Timeline
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Brian Sanchez

Orlando,FL

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

28
28
years of professional experience

Work History

Workforce Management Coordinator

Lumen
02.2004 - Current
  • Optimized schedules, forecasts and other tools to present to management.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.

Customer Sales Associate

I.C.M
01.2001 - 04.2003
  • Provided optimal customer engagement, resulting in increased sales conversions.
  • Maintained specialized knowledge of departmental merchandise to support customer questions and inform buying decisions.
  • Provided information on company offerings to promote products and services to customers.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Utilized upselling techniques to promote additional products and increase sales.

Technical Support Specialist

AT&T Wireless
03.1999 - 11.2001
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Walked individuals through basic troubleshooting tasks.

Stock Associate

Winn Dixie Supermarket
01.1996 - 02.1999
  • Maintained effective team member communication.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Answered customer questions and provided detailed product information.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Readied items for sales floor stocking by affixing tags and preparing shelf labels.
  • Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
  • Performed light housekeeping and cleaning by discarding trash and cardboard and sweeping and mopping floors.

Education

Associate of Arts - Computer Science

Valencia College
Orlando, FL

High School Diploma -

Oviedo High School
Oviedo, FL
05.1999

Skills

  • Compiling Data
  • Communication Skills
  • Customer Support
  • Capacity Planning
  • Managing Schedules
  • Salesforce
  • Staffing Requirements
  • Technical Support
  • Team Collaboration

Timeline

Workforce Management Coordinator

Lumen
02.2004 - Current

Customer Sales Associate

I.C.M
01.2001 - 04.2003

Technical Support Specialist

AT&T Wireless
03.1999 - 11.2001

Stock Associate

Winn Dixie Supermarket
01.1996 - 02.1999

Associate of Arts - Computer Science

Valencia College

High School Diploma -

Oviedo High School

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Brian Sanchez