Leslie Sanchez
Fort Worth,Texas
Summary
Skilled professional based in Fort Worth, Texas, with a strong background in customer service and technical support. Bilingual in English and Spanish, excels in communication, both written and verbal, and demonstrates exceptional professionalism and empathy. With over three years of remote work experience, has a proven ability to adapt to new programs and multitask effectively. Previous roles include Remote Senior Chat Advisor at Kelly Connect, Store Manager at Beaneash Perfumes, and Apple Technical Advisor at Volt, showcasing a history of surpassing metrics and providing top-tier service. Currently enrolled at New Mexico State University, Leslie continues to pursue educational growth, particularly in Finance.
Overview
9
9
years of professional experience
Work History
Senior Advisor
Kelly Connect
11.2020 - 05.2022
- Provided technical and billing support for all Apple products and services
- Surpassed all expected metrics each month including average chat time, responsiveness, customer satisfaction surveys, and after chat time
- Reviewed accounts for fraud and approved refunds and appeasements
- Coordinated repairs and processed payments
- Chatted with 2-4 customers at a time responding within a timely manner
- Provided resolutions to other advisors while maintaining my own chats and cases professional experience and articles
- Worked closely with engineering team and provided customer with follow up support over the course of several days
- Provided empathetic attitude and patience to build rapport with customers
- Leveraged internal tools to research and resolve customer requests thoroughly and accurately
- Recommended potential product developments and process improvements.
Store Manager
Beaneash Perfumes
06.2019 - 10.2020
- Used Microsoft Office Suite to manage schedules and inventory
- Delivered excellent customer service to ensure high levels of satisfaction
- Hired, trained, and oversaw staff
- Motivated the team to meet sales goals
- Prepared reports on buying trends and store revenue and profits
- Took inventory and ordered items as needed to keep store properly stocked
- Responded to customer complaints in a professional manner.
Apple Technical Advisor
Volt
08.2016 - 06.2019
- Provided technical assistance over the phone for all MacOS and iOS devices and services
- Handled inbound and outbound calls
- Excelled in providing exceptional customer service
- Created detailed accounts and cases per call
- Achieved goal surpassing metrics through customer service satisfaction surveys (CSATS).
Recreation Aide
City of Las Cruces
05.2013 - 08.2016
- Provided customer service both in person and over the phone
- Logged schedule for daily activities
- Filed and updated accurate membership information
- Enrolled new members
- Logged and kept daily attendance records
- Organized and scheduled recreational activities
- Provided a safe environment for all members.
Education
Associate of Arts - Finance
New Mexico State University
Las Cruces, NMSkills
- Exceptional customer service skills
- High sense of professionalism while remaining empathetic
- Ability to work independently and in a team environment
- Successful history of time management, multi-tasking, and customer-facing communication
- Proficient in Microsoft Office Suite
- Bilingual – English and Spanish
- Willingness and ability to keep learning
- Great attention to detail with high organizational skills
- Strong written and verbal communication skills
- Over 3 years work from home experience and remote learning
- Easy adapts to using new programs and utilizing multiple applications at once
Timeline
Senior Advisor
Kelly Connect
11.2020 - 05.2022
Store Manager
Beaneash Perfumes
06.2019 - 10.2020
Apple Technical Advisor
Volt
08.2016 - 06.2019
Recreation Aide
City of Las Cruces
05.2013 - 08.2016
Associate of Arts - Finance
New Mexico State University