Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Silvia Sanchez

Kenosha,WI

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. An understanding, adaptable individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty.

Overview

12
12
years of professional experience

Work History

Associate HR Service Center

Innova Solutions at Abbott
09.2023 - 03.2024
  • Answer general questions and redirect misplaced calls.
  • Leverage procedures, policy manuals, knowledge databases, other reference materials, to answer employee and manager inquiries and resolving employee and manager HR transactions.
  • Guide HR Employee Self-Service and Manager Self-Service transactions.
  • Execute HR related transactions (e.g., data changes) or appropriately escalate issues as needed.
  • Input data into Workday to transact on customer requests.
  • Escalate Employee and Manager inquiries to Tier II Functional Specialists when specific, in-depth functional knowledge is required.
  • Document all employee inquiries, issues, and transactions in Zen Desk management tool.
  • Participate in continuous improvement workshops and projects.

Technical Support Advisor

Omnicell
09.2015 - 08.2023
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
  • Served as primary point of contact for triaging technical issues.
  • Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
  • Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
  • Courteously obtain and convey problem information for external and internal service personnel.
  • Provide accurate and timely logging of problems and resolution in C4C.
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation.

IT Help Desk Support

Follett (temp Contract)
07.2015 - 09.2015
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Provided Destiny software training support to customers.
  • Leveraged Tungsten knowledge database to research hardware and software issues.
  • Use Oracle database to enter requests and escalate as necessary.

Service Support Specialist

Snap-on Inc.
09.2012 - 08.2014
  • Streamlined support processes for increased efficiency and faster response times.
  • Prioritized tickets received via ticket systems CIM, ITCOE, 800 support line, email, and voicemail.
  • Coordinated escalations to appropriate departments, expediting issue resolution times while maintaining client satisfaction levels.
  • Served as a key liaison between Snap-on Franchisee dealers and internal teams, facilitating clear communication for successful problem solving.
  • Facilitated smooth software transitions by guiding clients through installation processes and offering ongoing technical support postimplementation.
  • Utilized GoToAssist to log onto Franchise's laptop remotely to repair and resolve issues.


Education

A+ Certification - General Studies

College of Lake County
Grayslake, IL

High School Diploma -

Waukegan High School
Waukegan, IL
05.1992

Skills

  • HR policies and procedures
  • Team Player
  • Human Resources Support
  • Administrative Support
  • Technical Support
  • Call center experience
  • Computer Proficiency
  • Workday application
  • Oracle, CIM, Remedy, Clarify, C4C, Zendesk ticketing systems
  • VPN/RAS
  • Microsoft Office Suite

Languages

Spanish
Native or Bilingual

Timeline

Associate HR Service Center

Innova Solutions at Abbott
09.2023 - 03.2024

Technical Support Advisor

Omnicell
09.2015 - 08.2023

IT Help Desk Support

Follett (temp Contract)
07.2015 - 09.2015

Service Support Specialist

Snap-on Inc.
09.2012 - 08.2014

A+ Certification - General Studies

College of Lake County

High School Diploma -

Waukegan High School

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Silvia Sanchez