Violeta Sanchez
Operations Manager
Miami,Fl.
Summary
Goal oriented and multi-talented regional manager with operations and organizational skills. Offering 13 plus years of in-depth understanding within the customer service/support market and preferences. Known for critical thinking skills and effective problem-solving expertise. Recognized for innovative and resourcefulness with ability to lead, engage staff and work exceptionally well with multiple teams.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Client Solutions Manager, East
U.S. Legal Support
Miami, Fl.
12.2021 - Current
- Developed and trained the Client Solutions Team and supervision of assigned projects while implementing strong customer service guidelines for resolving difficult issues and request.
- Coordinated staff hours and daily operations to provide optimal service and client SLA's while maintaining minimal overtime use and department budgeting.
- Collaborated with diverse groups of cross functional teams such as internal departments, vendors, resources and sales force; achieving optimal success.
Operations Manager, SE
U.S. Legal Support
Miami, Fl.
11.2020 - 12.2021
- Focused on leading and managing 17 offices throughout Florida’s West Coast to achieve business goals, profitability, individual location efficiency and daily operations.
- Traveled to locations as needed; recruited, trained, and mentored staff on best practices and development.
- Analyzed regional markets by researching competitor products, services, and new trends to discover opportunities for growth.
- SME (subject matter expert) in developing and testing the company’s SaaS proprietary litigation support platform.
Scheduling Manager
U.S. Legal Support
Miami, Fl.
05.2018 - 11.2020
- Managed teams of two departments, developed, updated policies covering staff productivity and processes.
- Facilitated several successful acquisitions, implemented new market technology and remained a vital part of a companywide national centralization.
- Collaborated with upper management, resources and clients, monitoring workflow and scheduling processes to achieve production objectives and goals.
- Managed the scheduling of all proceedings for a busy 12 conference room facility averaging $15 million in annual revenue along with resolving manpower shortage quickly and efficiently.
Scheduling Coordinator
U.S. Legal Support
Miami, Fl.
03.2015 - 05.2018
- Supervised calendar to ensure all required client services were scheduled and confirmed accurately.
- Assigned resources to legal proceedings, matching appropriate skills and client needs.
- Maintained strong relationships with resources to ensure they remained focused and able to complete tasks and achieve high levels of client satisfaction and production.
- Maintained a strong standard of customer service within the team and ensured success in a very fast-paced environment.
Education
High School Diploma -
Miami Senior High School
Miami, Fl. 09.1998 - 06.2002
Skills
Training
Solution Optimization
Client Development
Team Training
Implementations
New Hire Onboarding
Operational Workstreams
Analytical problem solver
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Build a culture around providing fantastic service.
Timeline
Client Solutions Manager, East
U.S. Legal Support
12.2021 - Current
Operations Manager, SE
U.S. Legal Support
11.2020 - 12.2021
Scheduling Manager
U.S. Legal Support
05.2018 - 11.2020
Scheduling Coordinator
U.S. Legal Support
03.2015 - 05.2018
High School Diploma -
Miami Senior High School
09.1998 - 06.2002