Tania Sanchez
Lake Wales,FL
Summary
Dynamic customer service professional with extensive experience at Regions Bank, excelling in complaint resolution and call handling. Proven track record of enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in CRM software, adept at managing high call volumes while delivering personalized solutions that foster loyalty and repeat business.
Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Overview
30
30
years of professional experience
Work History
Contact Center Representative II
Regions Bank
07.2023 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Representative
Monstertech.Com, Corp
06.2018 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Regional Manager
Ednless Summer Vacations
12.2000 - 12.2003
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Supervised various locations, enforcing high-quality standards of operation.
Reservationist/Customer Service Representative
Endless Summer Vacations
09.1995 - 12.2000
- Utilized reservation software proficiently, ensuring quick response times during high call volumes.
- Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
- Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
- Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
- Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
- Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
- Developed strong relationships with clients, leading to repeat bookings and referrals.
Education
Travel And Tourism
Houston, TX12-1989
Bayonne High School
Bayonne, NJ06-1987
Skills
- Complaint resolution
- Workload management
- CRM software
- Script adherence
- Call handling
- Problem-solving skills
- Verbal and written communication
- Inbound phone calls
- Account management
- Appointment scheduling
- Spanish fluency
- Payment processing
- Call center operations
- Resolving issues
Timeline
Contact Center Representative II
Regions Bank
07.2023 - Current
Customer Service Representative
Monstertech.Com, Corp
06.2018 - 11.2022
Regional Manager
Ednless Summer Vacations
12.2000 - 12.2003
Reservationist/Customer Service Representative
Endless Summer Vacations
09.1995 - 12.2000
Travel And Tourism
Bayonne High School
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