Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

John Sanchez

Buckley,WA

Summary

Experienced professional with a solid background in customer service management and project management, showcasing proven leadership skills. Demonstrated success in diverse roles spanning multiple industries. U.S. Air Force veteran with a strong foundation in teamwork and discipline.

Overview

8
8
years of professional experience

Work History

Assistant Project Manager

CMI (Continental Marketing INC)
Kent, WA
09.2022 - Current
  • Maintained strict adherence to contractual deadlines by monitoring compliance with terms and conditions, effectively resolving any outstanding issues that arose during the procurement process
  • Handled the monthly generation, termination, and adjustment of up to 450 Purchase Orders using SalesForce systems
  • Enhanced efficiency by utilizing both EDI and manual data entry methods to process different types of purchase orders.
  • Oversaw the creation, upkeep, and revision of shipping logs using both Excel and Google Sheets to guarantee precise documentation for vendors across the entire program
  • Performed shopper comparison by employing PowerPoint and Excel
  • Ascertained trending products and services through market research utilizing Google Slides and Sheets.
  • Aligned decisions with project goals and financial parameters based on informed findings.
  • Provide regular updates on project progress, milestones, and any potential deviations from the plan.
  • Facilitated communication between team members, stakeholders, and external partners involved in the project.
  • Resolved any conflicts that arose during a project by utilizing effective problem-solving skills.
  • Implemented quality control measures throughout each stage of a project's lifecycle.

Customer Service/Office Manager

Inkfarm.com
Seattle, WA
04.2016 - 05.2022
  • Enhanced department productivity through agent training.
  • Established and enforced interdepartmental protocols for streamlined operations
  • Oversaw the development and execution of a comprehensive work-from-home initiative amidst the pandemic, orchestrating successful negotiations for new VOIP phones and implementing web-based email systems.
  • Successfully reduced expenses by 40% for VOIP and email services utilized at Inkfarm.com
  • Partnered with the IT department to implement Customer Service Analytic Reports utilizing Excel and Google Sheets, resulting in a 32% boost in departmental efficiency.
  • Utilized strategic approaches to overcome both the Hawthorne Effect and operational inefficiencies.
  • Oversaw the entire process of reviewing and negotiating customer-damaged printer and property claims for improved resolution.
  • Responsible for handling and analyzing transactions to identify fraud
  • Ensured the upkeep and monitoring of key aspects of the organization's online presence
  • Addressed customer inquiries promptly and efficiently through email, phone calls, and social media platforms.
  • Assessed and contested customer chargebacks, offering essential customer information regarding the nature of the dispute.
  • Reviewed team performance metrics regularly to ensure quality standards were met.
  • Conducted weekly meetings with staff to discuss any issues or concerns related to customer service delivery.
  • Maintained accurate records of customer inquiries, complaints, comments, and resolutions for future reference.
  • Developed and implemented customer service policies and procedures in line with organizational objectives.
  • Identified areas of improvement in the customer service process and recommended changes as needed.
  • Assisted customers with product selection based on their needs and preferences.
  • Analyzed data from past interactions to identify trends in customer behavior.
  • Coordinated daily operations of the customer service department, including staff scheduling and training.
  • Developed strategies to increase efficiency by streamlining processes within the department.
  • Provided guidance and mentorship to junior members of the team.
  • Investigated and solved routine and complex customer issues to earn repeat business.

Education

BA in Speech Communications -

Metropolitan State University of Denver
Denver, CO
05.2015

Skills

  • Customer Service
  • Communications
  • Negotiations
  • Purchasing
  • Contract Management
  • Strategic Problem-Solving
  • Project management
  • Market research
  • Quality Control
  • Data analysis
  • Policy and procedure development
  • Cost savings analysis
  • Social media management
  • Call Center Operations
  • Technical Support
  • Training and mentoring
  • New Hire Training
  • Continuous Improvement
  • Troubleshooting
  • Shipping coordination
  • Shipment Tracking
  • Returns processing
  • Google Office Suite
  • MS Office Suite
  • Proficent in Salesforce

Accomplishments

  • Honorably Discharged Veteran - Charleston AFB, SC

Timeline

Assistant Project Manager

CMI (Continental Marketing INC)
09.2022 - Current

Customer Service/Office Manager

Inkfarm.com
04.2016 - 05.2022

BA in Speech Communications -

Metropolitan State University of Denver

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John Sanchez