Erica Sanchez
North Las Vegas,NV
Summary
Accomplished Customer Service Supervisor with a proven track record at All-Wall Equipment, enhancing team productivity and customer satisfaction through effective coaching and inter-department collaboration. Skilled in Call Center Management and Team Building, I've significantly improved service quality and resolved escalated issues, ensuring high levels of client satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor-Sales Associate Lead
All-Wall Equipment
02.2007 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Sales Supervisor
Ross Dress For Less
05.2010 - 09.2014
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Trained team members in successful strategies to meet operational and sales targets.
- Created employee schedules to align coverage with forecasted demands.
- Monitored daily sales performance and provided feedback to each team member.
- Trained and coached sales team members on best practices for customer service and sales techniques.
Education
Early Childhood Education
Lake Washington Technical Academy
Kirkland, WAHigh School Diploma -
Reseda Senior High School
Reseda, CA06.1992
Skills
- Training and mentoring
- One Call Resolution
- Call Center Management
- Coaching and Mentoring
- Phone and Email Etiquette
- Customer Service Management
- Team Building and Leadership
- Inter-department collaboration
- Decision-Making
- Sales Support
Certification
, N. Las Vegas Police Department - 10 week Class
- Hispanic Civilian Training -
- Venture Crew 102, Leader -Boys Scouts of America - 7 years
- Emergency Disaster Relief - Bothell WA fire and Rescue- 2 years
Love to involve myself in community classes. I also love to read in my down time.
In my spare time i like to register in community classes to learn more about where i live and work. Helping serve and give back to our community is rewarding to me. Seeing familiar faces after a course has completed knowing i made new friends and how we can make our community a better place to work and live. In my down time i enjoy a good book or just listening to music with my family.
Timeline
Sales Supervisor
Ross Dress For Less
05.2010 - 09.2014
Customer Service Supervisor-Sales Associate Lead
All-Wall Equipment
02.2007 - Current
Early Childhood Education
Lake Washington Technical Academy
High School Diploma -
Reseda Senior High School
, N. Las Vegas Police Department - 10 week Class
- Hispanic Civilian Training -
- Venture Crew 102, Leader -Boys Scouts of America - 7 years
- Emergency Disaster Relief - Bothell WA fire and Rescue- 2 years
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