Lessly Sanchez
Los Angeles
Summary
Professional with strong background in enhancing customer experiences and optimizing workflows. Strong focus on team collaboration and ensuring smooth operations. Skilled in communication, project management, and problem-solving. Reliable and adaptable, ready to meet changing demands and deliver consistent results.
Overview
12
12
years of professional experience
Work History
Customer Experience Operations Coordinator
Ruggable LLC
09.2022 - 04.2025
- Collaborated cross-functionally with internal teams such as Accounting, Operations, Marketplace/Wholesale, Trade Program, and Samples to enhance the end-to-end customer experience.
- Managed a team of Customer Care Specialists, implementing KPIs aligned with role expectations and driving performance through coaching, QA, and development.
- Managed accounting responsibilities to improve the customer purchase experience through high-risk order management, check refund processes, and chargeback/dispute tracking across multiple platforms (Shopify, PayPal, Klarna, Stripe, etc.).
- Led process improvement initiatives, implemented CX strategies, and coordinated fulfillment operations with plant managers.
- Reported website bug issues and collaborated with teams accordingly to implement timely fixes for our customer experience.
- Supported B2B partnerships as a liaison with Amazon, Costco, Target, and the Trade Program, ensuring consistent, high-quality service.
- Regularly updated and improved FAQ resources to enhance self-service support and provide customers with helpful up to date information.
Special Projects Associate
Ruggable LLC
02.2022 - 09.2022
- Executed project based tasks using Google Sheets and internal tools during system transitions.
- FAQ improvements and maintenance
Customer Care Team Lead
Ruggable LLC
07.2020 - 02.2022
- Handled escalations and provided real-time support to Customer Care Representatives across all channels.
- Managed ticket queues and strategically assigned workloads to meet SLAs and KPIs.
- Conducted performance reviews, delivered coaching, and supported QA initiatives.
- Maintained up-to-date knowledge of policies, tools, and platforms.
Customer Support Representative
Ruggable LLC
10.2019 - 07.2020
- Delivered email and phone support, resolving customer issues with professionalism and adherence to policy.
- Utilized Zendesk, Shopify, and other platforms for customer interaction and issue tracking.
- Escalated complex problems to management as needed.
Customer Service Representative, Sales Person
Sur Motor Cars Inc
11.2015 - 06.2019
- Assisted customers in English and Spanish across digital and in-person channels regarding vehicle inquiries.
- Guided clients through the purchase process, including contracts, payment collection, and documentation.
- Negotiated deals, handled large cash and wire payments, and maintained detailed client records.
- Coordinated shipping logistics for vehicle delivery.
Educational Assistant, Tutor, Receptionist
Los Angeles Community College District
10.2013 - 05.2015
- Supported academic success for middle and high school students through tutoring and progress follow-ups.
- Maintained student records and communicated with parents regarding performance.
- Gained administrative experience through front desk and clerical responsibilities.
Education
Bachelor's degree - Psychology
Cal State University Dominguez Hills
Carson, CA05.2019
Skills
- Bilingual: Fluent in English & Spanish
- Excellent communication
- Training and coaching
- Problem-solving skills
- Process implementation
- CRM and OMS software proficiency
- MS Office, Google Workspace
- Feedback collection
- Adaptable, reliable, and proactive under pressure
- Excellent multi-tasker and team collaborator
Timeline
Customer Experience Operations Coordinator
Ruggable LLC
09.2022 - 04.2025
Special Projects Associate
Ruggable LLC
02.2022 - 09.2022
Customer Care Team Lead
Ruggable LLC
07.2020 - 02.2022
Customer Support Representative
Ruggable LLC
10.2019 - 07.2020
Customer Service Representative, Sales Person
Sur Motor Cars Inc
11.2015 - 06.2019
Educational Assistant, Tutor, Receptionist
Los Angeles Community College District
10.2013 - 05.2015
Bachelor's degree - Psychology
Cal State University Dominguez Hills
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