Michael Sanchez
Chicago,IL
Overview
11
11
years of professional experience
Work History
COE Specialist II
Uber
Chicago, IL
02.2023 - Current
- Worked on the VIP Premium Support SN team, managing high-priority client requests for Sushi Nozawa and ensuring all SLAs were consistently met.
- Prioritized building and maintaining positive client relationships, reinforcing trust and alignment between client expectations and company deliverables
- Handled client interactions via phone with professionalism and clarity, efficiently identifying needs and delivering timely solutions.
- Consistently maintained strong QA and CSAT performance while meeting team productivity expectations and service standards.
Technical Support Analyst
Accenture (Facebook/Meta Project)
Chicago, IL
04.2021 - 02.2022
- Provided technical support for resolution of customer IT problems, incidents, issues, requests and queries with
Facebook advertising and communications. - Partnered with cross-functional stakeholders to keep them informed of brand concerns while providing data-driven insights and optimization strategies based on platform usage.
- Worked closely with high-value clients to translate their goals into actionable solutions, ensuring timely delivery and high satisfaction..
Culture Specialist
Rowe Clark Math & Science Academy
Chicago, IL
09.2019 - 01.2021
- Supported 12th grade classroom instructors and maintained behavioral and social expectations in the learning environment of 150 students in accordance to the school’s culture vision
- Managed a caseload of approximately 20 students that needed additional behavioral support & intervention to yield positive outcomes
- In collaboration with the Dean of Culture, analyze school-wide culture data and create or adjust systems and practices accordingly to yield positive academic growth and increase prosocial interactions.
Supply Technician
Rush University Medical Center
Chicago, IL
05.2015 - 06.2016
- Confirmed availability of recurring supply items managed and distributed through computerized inventory management system
- Monitored and replenished reagents and tools to ensure smooth workflow as well as eliminate delays
- Prepared instruments for terminal sterilization and reset surgical suites for next procedure.
- Gathered and set up equipment, tools and supplies and arrange instruments according to surgeons' preferences or instruction.
Education
Bachelor of the Arts - Sociology
University of Illinois At Urbana-Champaign
Champaign, IL12.2018
Skills
- Defect Analysis and Resolution
- Customer Support Needs Assessment
- Customer relationship management
- Interpersonal Skills
- Tracking and Documentation
- Complaint handling
Timeline
COE Specialist II
Uber
02.2023 - Current
Technical Support Analyst
Accenture (Facebook/Meta Project)
04.2021 - 02.2022
Culture Specialist
Rowe Clark Math & Science Academy
09.2019 - 01.2021
Supply Technician
Rush University Medical Center
05.2015 - 06.2016
Bachelor of the Arts - Sociology
University of Illinois At Urbana-Champaign