Laila Sanchez
El Paso,TX
Summary
I am a diligent and highly motivated individual with a proven track record of delivering exceptional customer service through outstanding communication skills. With a hands-on approach, I leverage my comprehensive knowledge to maximize outcomes and consistently exceed expectations. Adept at collaborating seamlessly with team members, I thrive in fast-paced environments, handling multiple tasks with confidence and precision.
My experience at TikTok has honed my content management and team collaboration abilities, where I contributed to enhancing platform safety and improving the user experience. I bring a strong sense of cultural awareness and assertiveness, excelling in environments that demand quick thinking and adaptability. With a unique blend of customer service excellence and in-store sales expertise, I drive positive results and provide strategic insights that elevate both customer satisfaction and business performance.
Overview
5
5
years of professional experience
Work History
Content Moderator
Tiktok
02.2023 - Current
- Reviewed user-generated short videos on the TikTok platform, identifying and removing content that violates community guidelines, including potentially harmful or inappropriate material, while ensuring a safe and positive user experience by adhering to strict platform policies and reporting violations when necessary
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Collaborated with other content moderators and relevant teams to address complex moderation issues and maintain consistency in policy application
- Adapt quickly to changes in platform policies and industry standards.
- Mentor junior moderators in best practices and effective moderation techniques.
- Analyze content trends to provide insights for strategic decision-making.
Server
Headquarters Taphouse
11.2022 - 10.2024
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Increased overall sales by upselling premium bottles, mixers, and additional services.
- Upheld strict inventory control measures, minimizing loss or damage of expensive products.
Server
Malolam
07.2023 - 01.2024
- Greeted and presented menus to guests promptly upon seating, addressing any inquiries about menu items and offering informed recommendations as requested.
- Cultivated a positive and engaging atmosphere, promoting exceptional service and fostering increased customer referrals and walk-in traffic.
- Consistently met and exceeded sales objectives through effective promotion of new specials and strategic upselling of packages of showrooms and bottles.
- Ensured high levels of customer satisfaction by proactively conducting timely check-ins to assess and fulfill customer needs.
- Demonstrated a commitment to operational excellence by maintaining efficiency and accuracy in all aspects of service delivery.
- Built strong relationships with returning clientele, fostering loyalty and positive word-of-mouth referrals.
- Assisted in promotional events by engaging customers through social media platforms to boost attendance and revenue.
- Handled high-pressure situations with poise, maintaining professionalism during peak hours or special events.
- Upheld strict inventory control measures, minimizing loss or damage of expensive products.
Bank of America Customer Service Representative
Alorica
01.2022 - 11.2022
- Managed inbound phone calls and high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer inquiries and resolved complaints by assessing needs and recommending the most suitable products and services over the phone.
- Processed financial transactions in strict adherence to bank policies and procedures, ensuring accuracy and compliance.
- Maintained clear and effective communication with customers, managers, and team members across multiple channels, including phone, email, traditional mail, and office technology.
- Provided customers with comprehensive guidance on product options and technological features, enhancing their understanding and satisfaction.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Coordinated with departments to expedite customer requests and achieve timely resolutions.
- Strengthened customer relations by actively listening and responding to feedback.
In-Store Brand Representative
Hollister
11.2019 - 03.2021
- Collaborated with team members to achieve monthly sales targets and maintain a positive work environment.
- Established clear communication channels between Brand Representative Team members which enhanced teamwork leading to better customer interactions.
- Conducted regular audits of in-store displays, ensuring brand guidelines were consistently adhered to.
- Provided training for new hires, sharing best practices and fostering a culture of continuous improvement within the team.
- Maintained a clean, organized store environment, enhancing customer experience and promoting efficient operations.
- Delivered compelling product presentations that showcased key features, resulting in higher conversion rates during promotional periods.
- Boosted sales through effective visual merchandising and engaging in-store demonstrations.
- Provided excellent customer service, resulting in positive feedback and repeat business.
- Assisted with daily opening and closing tasks to maintain clean, neat, and professional store.
- Participated in regular sales meetings, contributing valuable insights for improving overall team performance.
- Established strong relationships with store management, ensuring ongoing support for the brand''s presence.
Education
Master of Science - Clinical Psychology
The University of Texas At El Paso
El Paso, TX12-2027
Bachelor of Science - Criminal Justice
The University of Texas At El Paso
El Paso, TX12-2023
High School Diploma -
Mission Early College High School
El Paso06-2021
Associate of Arts - Psychology
El Paso Community College
El Paso, TX07-2020
Skills
- Cultural awareness
- Content management
- Assertiveness
- Strong attention to detail
- Team collaboration
- Relationship building
- Customer service
- In-store sales
- Cash handling and management
- Professionalism and courtesy
Timeline
Server
Malolam
07.2023 - 01.2024
Content Moderator
Tiktok
02.2023 - Current
Server
Headquarters Taphouse
11.2022 - 10.2024
Bank of America Customer Service Representative
Alorica
01.2022 - 11.2022
In-Store Brand Representative
Hollister
11.2019 - 03.2021
Master of Science - Clinical Psychology
The University of Texas At El Paso
Bachelor of Science - Criminal Justice
The University of Texas At El Paso
High School Diploma -
Mission Early College High School
Associate of Arts - Psychology
El Paso Community College
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