Dayana Sanchez
Lynwood,CA
Summary
Customer Support Associate with experience delivering exceptional customer experiences and driving process improvements across global markets. Skilled in building client relationships, advocating for customer needs, and collaborating cross-functionally to resolve complex issues. Seeking to leverage these strengths in a role focused on customer retention, engagement, and long-term value.
Overview
4
4
years of professional experience
Work History
Customer Support Associate III
SpaceX
Hawthorne, California
02.2023 - Current
- Deliver customer support through phone, email, and chat channels.
- Collaborate with engineering teams to address customer feedback promptly.
- Trained new hire team members on customer service protocols and best practices.
- Analyze recurring issues to improve service efficiency and effectiveness.
- Ensure timely follow-ups on unresolved cases to enhance satisfaction.
- Work with other departments to resolve complex issues quickly.
- Investigate customer issues to determine optimal resolutions.
- Document procedures for handling common customer requests.
Customer Service Representative
Atlantic Aviation
Burbank, California
03.2022 - 02.2023
- Served as the primary POC for corporate flight departments, charter operators, and high-profile clientele, in a fast-paced aviation environment.
- Coordinated logistics for inbound and outbound aircraft, including hotel accommodations, ground transportation and catering
- Processed customer purchases and fuel transactions accurately and efficiently
- Partnered closely with line service teams, pilots, and operations staff to anticipate and fulfill all customer and aircraft service needs.
- Maintained strict confidentiality when handling sensitive client information with VIP passengers and corporate accounts.
- Fostered and nurtured long-term customer relationships while adhering to all service policies and safety procedures.
- Supported additional Atlantic Aviation locations as needed
Education
High School Diploma -
Santa Fe High School
Santa Fe Springs, CA06-2017
Skills
- Process improvement
- Project execution and delivery
- Continuous improvement
- Root-cause analysis
- Operational efficiency
- Customer-centric solutions
Languages
Spanish
Native/ Bilingual
Accomplishments
Key Achievements:
• Improved processes in high-risk markets: Identified and corrected a misaligned playbook process in Nigeria that allowed fraudulent accounts to be cleared inadvertently, leading to stronger controls against unauthorized resellers.
• Drove customer-centric policy transitions: Crafted empathetic communications during a major policy change restricting service in unlicensed African territories, reducing customer dissatisfaction and improving transparency for long-term users.
• Closed experience gaps and reduced ticket volume: Flagged and resolved a confusing “closed” order status for preorder customers by proposing a labeling change to “preorder,” resulting in a 25% reduction in related support tickets.
• Influenced operational improvements: Consistently advocated for policy and process changes by presenting well-supported recommendations backed by data and customer case studies, leading to measurable enhancements in customer experience.
Timeline
Customer Support Associate III
SpaceX
02.2023 - Current
Customer Service Representative
Atlantic Aviation
03.2022 - 02.2023
High School Diploma -
Santa Fe High School