CARLO SANCHEZ
Gilbert,AZ
Summary
- Highly accomplished and results-driven leader specializing in Strategic Client/Partner Relationship Management, Global Operations Alignment, and Executive Communications. Eager to leverage over two decades of experience in complex, distributed environments to drive growth and superior service delivery for iconic brands in a creative agency setting. I excel at translating high-level strategic visions into clear, actionable direction for diverse internal and external stakeholders, ensuring seamless execution and maximized client value. Core expertise includes:
- Global Client/Partner Management (BPO) – U.S., Philippines, LATAM, and Egypt operations.
- Organizational Change & Stakeholder Messaging: Translating strategic vision into compelling direction.
- Executive Enablement & Delivery: Preparing leaders to communicate with impact.
- Project & Live Event Management: Facilitating cross-functional execution.
Overview
23
23
years of professional experience
Work History
Senior Analyst, Partner Success Organization (PSO)
VERIZON WIRELESS
Phoenix, USA
08.2023 - Current
- Directed high-value strategic goals for international outsourced partners, directly linking their performance to organizational success and quality of service delivery across a global digital framework.
- Served as a Client Performance Consultant, assessing functional execution, identifying critical gaps in training, and directing data-driven action plans on all KPIs to elevate partner performance and customer experience.
- Managed and optimized multimillion-dollar operational budgets and resources (360 employees), leveraging financial data (run-rate, spending analysis) to inform strategic resource deployment and secure executive buy-in for initiatives.
- Led a strategic migration of employee engagement activities to Instagram, increasing regional followers from under 200 to over 1,300, demonstrating success in internal digital marketing, content creation, and cultural cohesion in a distributed environment.
Value Team Senior Analyst, PSO
VERIZON WIRELESS
Phoenix, USA
01.2022 - 08.2023
- Enabled executive leadership by designing and maintaining high-impact, strategic communications and presentations that drove clarity and alignment across the VP team and partner channels.
- Directed the presentation strategy for the PSO Value Team, translating complex revenue and performance metrics into compelling narratives for executive-level consumption and decision-making.
- Oversaw the PSO Value Ambassador program, ensuring comprehensive onboarding and training initiatives were executed to maximize revenue improvement opportunities with partners.
Supervisor of Customer Service Home Based Agents
VERIZON WIRELESS
Phoenix, USA
09.2020 - 01.2022
- Led, motivated, and developed a high-performing remote customer support team of over 12 agents, ensuring exceptional service quality and efficiency in a work-from-home environment.
- Maintained high-quality service standards by monitoring interactions, providing consistent coaching, and applying company policies; achieved Supervisor of the Month on the Senior Manager's Team.
Senior Analyst - Customer Service Operations
VERIZON WIRELESS
Phoenix, USA
09.2011 - 09.2020
- Secured enterprise-wide policy influence by successfully redeveloping a decade-old leadership program into a standardized, mandatory 6-month curriculum across multiple regional call centers, scaling participation from 10 to 75 high-potential individuals.
- Facilitated cross-functional project team activities (process improvement initiatives) from concept to delivery, ensuring alignment between operations, IT, and external partners.
- Managed all internal marketing and channel communications, creating visually engaging content to ensure consistent messaging and culture alignment across thousands of employees.
- Managed culture initiatives, engagement, and recognition programs, including leading VP frontline engagement activities to capture direct employee feedback and drive operational improvements.
Bilingual Customer Interaction Analysis (CIA) Team Coordinator
VERIZON WIRELESS
Phoenix, USA
12.2010 - 09.2011
- Validated call drivers, analyzed customer interaction trends, and provided recommendations for process improvements, directly impacting contact volume and operational efficiency.
- Organized audit findings for trending and analysis presentations, showcasing key insights to leadership and fostering knowledge of Data Warehouse SQL queries.
Education
Bachelor of Arts - Business Administration, Marketing Concentration
Strayer University
03-2024
Skills
- Strategic & Client Focus
- Digital & Operations
- Communication & Leadership
- Strategic Partnership Management
- Digital Content/Graphics (Adobe Photoshop)
- Executive-Level Presentation & Storytelling
- Global Vendor (BPO) Oversight
- Operational Budget Management (ROI)
- Cross-functional Project Management
- Organizational Change Mgmt
- Process Improvement & KPIs
- Client Success Planning
- Microsoft Office / Google G Suite
- Talent Development & Coaching Effectiveness
Languages
Spanish
Native/ Bilingual
Timeline
Senior Analyst, Partner Success Organization (PSO)
VERIZON WIRELESS
08.2023 - Current
Value Team Senior Analyst, PSO
VERIZON WIRELESS
01.2022 - 08.2023
Supervisor of Customer Service Home Based Agents
VERIZON WIRELESS
09.2020 - 01.2022
Senior Analyst - Customer Service Operations
VERIZON WIRELESS
09.2011 - 09.2020
Bilingual Customer Interaction Analysis (CIA) Team Coordinator
VERIZON WIRELESS
12.2010 - 09.2011
Bachelor of Arts - Business Administration, Marketing Concentration
Strayer University