Monica Sanchez
Cedar Rapids
Summary
Sub Senior Customer Support Coordinator and experienced team leader with a strong background in customer service, mentoring, and administrative support. Skilled in handling high-volume calls, troubleshooting, scheduling, and team coordination. Bilingual in English and Spanish, with a proven ability to adapt quickly and support both customers and colleagues effectively.
Overview
9
9
years of professional experience
Work History
Sub Senior Customer Support Coordinator
Innosource
Cedar Rapids, IA
06.2025 - Current
- Assisted on training for new staff, improving efficiency and team performance.
- Support for peers on the Senior Line throughout the week.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues during escalated calls.
- Coordinating engaging and promoting positivity within monthly team meetings.
Customer Support Coordinator
Innosource
Cedar Rapids, IA
01.2025 - 06.2025
- Mentored new hires by providing live feedback, acting as a subject matter expert answering procedural questions, and conducting one-on-one coaching sessions.
- Facilitated go-live transition from Outlook to CXOne for email communications, ensuring seamless adoption of new system.
- Provided support to peers on procedural questions, fostering a collaborative environment and enhancing team skills.
- Developed engaging PowerPoint presentations to highlight call center achievements, boosting morale and team engagement through CSCTV.
Customer Support Coordinator
Alliant Energy
Cedar Rapids, IA
03.2024 - 12.2024
- Assisted customers remotely via phone, achieving performance goals for call wrap-up time and customer satisfaction.
- Effectively and efficiently completed off-phone work in CSP notifications and emails.
- Provided peer support and shared procedural knowledge.
- Adapted quickly to system navigation and daily customer service operations.
- De-escalated complex customer concerns by showing empathy and understanding while finding a resolution that best fits our customer and company needs.
Assistant Team Leader / Receptionist
H&R Block
Cedar Rapids, IA
02.2022 - 02.2024
- Managed front desk operations including answering phones, scheduling appointments (inbound and outbound), and organizing files.
- Worked one-on-one with customers to resolve issues and ensure a smooth tax season.
- Supported tax filing processes, IRS access, and troubleshooting computer issues.
Assistant Manager
Beaton Inc. – Burger King
Cedar Rapids, IA
04.2020 - 01.2022
- Supervised daily operations, ensuring team compliance with company standards to enhance service quality.
- Managed employee schedules, assigned workstations, and filled open shifts.
- Handled cash deposits, register balancing, and financial reporting.
- De-escalated customer complaints, resolving issues to uphold a positive dining experience.
- Trained new employees on food safety, prep procedures, and customer service.
- Led by example, fostering a collaborative and efficient team environment.
Cashier
Burger King and Hardee’s
Ottumwa, IA
01.2017 - 07.2019
- Gained foundational customer service experience while working during high school.
Education
High School Diploma -
Ottumwa High School
Ottumwa, IA05-2019
1 Year Completed - Animation and Graphic Design
Buena Vista University
Storm Lake, IA05-2020
Skills
- Customer service & phone etiquette
- Troubleshooting & technical support
- Scheduling & administrative support
- Cash handling & inventory management
- Cash management
- Bilingual: English & Spanish
- Exceptional communication
- Innovation and creativity
Awards
Community College Art Exhibit: Featured artist at Indian Hills campus., Fine & Media Arts Award: Scholarship recipient at Buena Vista University ($14,000/year).
Timeline
Sub Senior Customer Support Coordinator
Innosource
06.2025 - Current
Customer Support Coordinator
Innosource
01.2025 - 06.2025
Customer Support Coordinator
Alliant Energy
03.2024 - 12.2024
Assistant Team Leader / Receptionist
H&R Block
02.2022 - 02.2024
Assistant Manager
Beaton Inc. – Burger King
04.2020 - 01.2022
Cashier
Burger King and Hardee’s
01.2017 - 07.2019
1 Year Completed - Animation and Graphic Design
Buena Vista University
High School Diploma -
Ottumwa High School