Maria Sanchez

• Outsourcing trade focused companies to service current clients for daily facilities needs
• Manage intake forms such as W9/W8, Certificates of Insurance, Diversity Certifications and Contracts
• File and store received documents in CRM-Zoho and work document folders
• Create profiles in company website once contracting companies has completed
• Maintained effective and lasting vendor relationships through dynamic communication, collaboration and intelligent questioning skills.
• Oversee setup process for new item specifications and new vendor profiles in procurement system.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
• Gathered and organized supplementary material to support structured lessons

• System review for all clients and any updates programs may have
• Manage inbound/outbound calls, chats and emails utilizing Zendesk and Outlook
• Onboard new service providers for clients
• Verify Certificates of Insurance and W9s to ensure client standards
• In addition, adding trades, dispatch emails, login profiles and attaching to clients
• Create training material for providers and team members to ensure system knowledge upon usage.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored participant workflow and behaviors throughout training process.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
• Gathered and organized supplementary material to support structured lessons.
• Recorded and edited videos for use in later courses or by remote learners.

• Provided accurate, valid and complete information by using proper methods/tools
• Met personal/team KPI targets and call handling quotas
• Handled complaints, provided appropriate solutions and alternatives within time limits and followed up to ensure resolution
• Kept records of customer interactions, processed customer accounts and filed documents
• Followed communication procedures, guidelines and policies
• Reviewed or made changes to customer accounts
• Researched answers or solutions as needed.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Multi-tasked to handle diverse customer needs in high-volume settings, prioritizing tasks to keep up with challenging deadlines.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Awarded Deans Honor List, Medical Terminology Body Structures & Functions Medical Billing & Coding Healthcare Financing

• 3.8 GPA