Felicia Sanchez
Rio Rancho,New Mexico
Summary
People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. I am a Collaborative and resourceful professional dedicated to identifying business needs to develop and deliver creative solutions. Energetic Customer Services Representative with 15 years of experience supporting employees and customers. Skilled in listening to customers and resolving problems according to company policy. Supportive leader with strong interpersonal skills created positive culture for team of eight representatives. I have am a Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
8
8
years of professional experience
Work History
Team Leader
TEKsystems contractor HCA NM
Hanover, MD
08.2023 - Current
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Conducted regular performance reviews to assess individual team member progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed
- Collaborated with other departments to ensure alignment of goals across teams.
- Implemented changes in response to changing business needs or customer demands.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Maintained positive working relationship with fellow staff and management.
Customer Service Representative
Progrexion Teleservice
Rio Rancho, United States
04.2022 - 04.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
Administrative Assistant
Cielo Azul Elementary
Rio Rancho, United States
11.2021 - 04.2022
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Monitored premises, screened visitors, updated logs and issued passes to maintain security
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Bookkeeping duties in accordance with applicable District/New Mexico/Federal guidelines and requirements
- Procurement and purchasing rituals as established by applicable District/New Mexico/Federal guidelines and requirements
- Maintains budgets within the scope of District/New Mexico/Federal allowances
- Ensures compliance of office activities with financial, legal, and administrative requirements
- Acts as liaison between administrators, departments, schools, staff and the public to provide information
- Handle petty cash and bank deposits and recording
- Performs secretarial work entailing a high degree of independence, responsibility, discretion, and confidentiality
Customer Service Representative
T-Mobile
Albuquerque, NM
02.2016 - 11.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Followed account security with CPI procedures
- Cultivated customer loyalty, promoted repeat business and improved sales.
Education
Associate Brokers License - Real Estate
Kaplan University
New Mexico 02-2022
High School Diploma -
Freedom High School
5200 Cutler Ave NE, Albuquerque, NM 87110Skills
- Office administration
- Accounting Skills
- Database Management
- Supervisor
- Excel proficient
- Microsoft 365 proficient
- Customer Data Confidentiality
- Data Collection
- Inbound and Outbound Calling management
- Scheduling
- Technical Support
- Administrative Support
- Team Development
- Credit Card Payment Processing
- Account Management
- Customer Service and Retention Strategies
- Verbal and Written Communication
- Documentation and Recordkeeping
- Payroll liability and deductions
Timeline
Team Leader
TEKsystems contractor HCA NM
08.2023 - Current
Customer Service Representative
Progrexion Teleservice
04.2022 - 04.2023
Administrative Assistant
Cielo Azul Elementary
11.2021 - 04.2022
Customer Service Representative
T-Mobile
02.2016 - 11.2021
Associate Brokers License - Real Estate
Kaplan University
High School Diploma -
Freedom High School