IRENE SANCHEZ
Navasota,USA
Summary
Strategic and people-centered leader with over 8 years of progressive experience leading high-performing teams, streamlining operations, and driving results in fast-paced environments. Known for aligning service delivery with organizational goals through data-informed decisions, inclusive leadership, and continuous improvement. Passionate about fostering professional growth, building cross-functional partnerships, and optimizing administrative processes to support service excellence.
Overview
11
11
years of professional experience
Work History
Customer Experience & Operations Manager
Wayfair
05.2021 - Current
- Company Overview: Remote, USA
- Lead a team of frontline managers supporting omnichannel post-order operations, with a focus on escalation resolution, customer experience, and policy compliance.
- Analyzed performance trends to drive improvements in customer satisfaction, service efficiency and other KPIs.
- Collaborated with cross-functional teams to align operational strategies with business goals.
- Mentored new managers to sustain productivity and foster professional growth.
- Serve as a senior escalation point for complex customer issues; develop and implement SOPs to streamline resolution and enhance consistency.
Customer Service Manager
Wayfair
Bryan, USA
04.2018 - 05.2021
- Company Overview: Bryan, Texas
- Managed bilingual support consultants, ensuring alignment with performance expectations and customer satisfaction targets.
- Designed innovative scheduling models to promote call flow efficiency and employee work-life balance.
- Spearheaded collaboration with CARE and Case Management teams to enhance processes for Spanish-speaking customers.
- Co-created a 'Role of the Manager' playbook with senior leadership to set expectations and standards across the support network.
- Bryan, Texas
Bilingual Customer Service & Sales Consultant
Wayfair
Bryan, USA
03.2017 - 04.2021
- Company Overview: Bryan, Texas
- Delivered front-line support for post-order inquiries; exceeded resolution and satisfaction metrics consistently.
- Supported peers during training phases and served as interim manager, demonstrating leadership readiness and high adaptability.
- Bryan, Texas
Business Coordinator I
Texas A&M University - Dept. of Biomedical Engineering
College Station, USA
08.2014 - 12.2016
- Company Overview: College Station, TX
- Processed POs, reimbursements, and payments using EPIK and CONCUR systems.
- Managed federal and departmental budget allocations and conducted monthly reconciliations.
- Delegated tasks to student workers to maintain efficient administrative operations in a high-volume academic setting.
- College Station, TX
Education
Bachelor of Science - Psychology
Texas A&M University
College Station, TX08-2014
Skills
- Team leadership
- Process improvement
- Customer satisfaction
- Conflict resolution
- Administrative operations
- Cross-functional collaboration
- Staff supervision and coaching
- Strategic planning
- Bilingual customer service
- KPI monitoring and compliance
Languages
Spanish
Native/ Bilingual
Accomplishments
- Manager of the Year - Wayfair NA Service Annual Awards 2020
- Wayfairian of the Year - Wayfair NA Service Annual Awards 2021
- L3 Manager of the Year - Wayfair NA Service Annual Awards 2021
- Recipient of 'We Are Always Improving' Principle Award - Wayfair Global Service Annual Awards 2022
- Recipient of Crystal Chandelier Award 2023 & 2024
Timeline
Customer Experience & Operations Manager
Wayfair
05.2021 - Current
Customer Service Manager
Wayfair
04.2018 - 05.2021
Bilingual Customer Service & Sales Consultant
Wayfair
03.2017 - 04.2021
Business Coordinator I
Texas A&M University - Dept. of Biomedical Engineering
08.2014 - 12.2016
Bachelor of Science - Psychology
Texas A&M University
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