Alexis Sanchez Email and Phone Number

PM - Tools, Process, & Readiness, HOME TeamProcess Optimization - Reduced Surface standard exchange orders from 28% to 4% compared to repair orders by refining resolution processes and providing monthly policy feedback to our global advocates. This lowered our vendor’s costs associated with exchanges.Streamlined Operations - Shifted cancellation requests to Azure DevOps for improved data reporting and developed pre-genrated templates to reduce the processing time by 2 minutes. Performance Standards – Established global closure rate expectations for each 30-day age group of service order management cases to maintain a healthy backlog and ensure a positive customer experience.Efficiency Improvements – Improved the average handling time (AHT) by 11 days at the top impacted support partner-site that manages 25% of our global service orders through weekly guidance and policy updates. Risk Mitigation - Enhanced documentation and delegated access management to regional Technical Advisors, reducing financial risks in commercial device orders.Communication & Training - Conducted monthly ad-hoc meetings with CSS community, tested and documented new tools for Surface and Xbox, and created advocate-facing resources for process efficiency.

Technical Advisor - T3 Global Policy, GRATCollaborated with Tier 3 Devices escalation team, improving the accuracy of internal knowledge-based articles for global support agents that support Surface & Xbox.Authored blog posts to align global content and ensure consistent policy deployment across regions.Managed 60+ updates to internal knowledge articles, ensuring high-quality content before publication.Reduced Tier 3 escalations by 20% through the creation of new knowledge articles.Developed a knowledge tracker to streamline Tier 3 operations.

Product Owner - Tier 3 Audits, GRATManaged 12,000 SKU and warranty audits for Surface & Xbox to prevent financial losses from improper adjustments, maintaining a low fail rate of 2% through proactive feedback cycle.Developed and presented proposals to secure new data-tracking tools and an additional team member to boost audit capacity.Led the audit team, ensuring timely completion and accurate reporting of results to management.Led an initiative to enhance customer experience by identifying improvements through detailed case reviews.Provided ongoing feedback to team members, improving overall performance and communication.

Tier 3 Audits AnalystGRAT | Global Repair Advisory Team- Created two audits from scratch, including all documentation, articles, and processes, and acted as the product owner for the audits.- Conducted specialized SKU and warranty adjustment audits for Surface & Xbox, reviewing agent case notes to ensure compliance with company policies and to prevent unnecessary replacement device order creations and warranty adjustments.- Utilized Excel to manage and track audit data and results, and created monthly business reports with summaries and recommendations for improvement.- Successfully reduced the fail rate from 60% to 10% in three months through compliance notices and feedback emails to agents, ensuring cost savings for the vendor client’s products.-Identified trends and patterns in agent case notes, leading to more accurate audits and improved overall performance.

Escalation Advocate | Tier 3 Devices Escalation Team- Served as an advocate in the Tier 3 space for Surface devices, taking on escalated cases from Tier 1 to provide customers with high-quality support and swift resolution of their issues.- Processed large volumes of warranty adjustments for commercial customer order requests, demonstrating strong attention to detail to ensure accuracy and compliance with company policies and procedures.- Applied extended protection plans to customer devices, reviewing and verifying supporting documentation to ensure eligibility for coverage.- Demonstrated strong customer service skills, including active listening, empathy, and effective communication, to build positive relationships with customers and ensure their satisfaction with company products and services.

Crew Member | Bartender.- Prepared the bar for service by prepping fresh juices, bloody mary mix and other garnishes, ensuring that all ingredients were fully stocked and readily available to the bartending team.- Provided excellent customer service by greeting and engaging with customers, taking orders, and serving alcoholic beverages and dinner items, consistently demonstrating attention to detail.- Demonstrated strong sales skills by effectively upselling featured items of the week, resulting in increased revenue for our establishment.- Maintained inventory control by conducting regular audits, to ensure that the bar was well-stocked and prepared for upcoming events and busy periods.- Contributed to overall team success by restocking bar utensils and dishes, cleaning the bar area, and performing other duties as assigned, resulting in a smooth and efficient operation.

Support Engineer | InternshipContent Moderation | Microsoft App Store (formerly known as the Windows Store)- Conducted audits on 3rd party app developers at Microsoft Store to ensure compliance with company policies and detect fraudulent activity, leading to the removal of several developers who violated policies.- Analyzed user data patterns on Microsoft systems to identify potential issues and areas for improvement.- Provided weekly email reports to internship managers, highlighting common issues and improvement areas, as well as presenting potential solutions to enhance audit effectiveness.- Shadowed program managers to learn more about the company's operations and receive mentorship on best practices, which helped me prepare for my final presentation in front of Microsoft management.- Demonstrated the impact of my work during my final presentation, showcasing Project Detox where I improved the auditing process and prevented fraudulent activity by removing many harmful & bad apps from the Microsoft Store quickly.

Hybrid Crew Member | Kitchen ManagerCommercial Catering | Delivery Logistics | Food Prep. | Baking - Demonstrated exceptional time management and organizational skills by efficiently delivering 15-20 commercial orders within a 2-hour time frame, ensuring timely and accurate delivery of food to each client.- Displayed a strong attention to detail by conducting daily inventory audits on cafe food and beverage, ensuring adequate stock levels and minimizing food waste.- Consistently maintained a high level of productivity by assisting in the preparation of 1000+ catered box lunches for various commercial customers daily, while also contributing to food preparation activities such as chopping vegetables and baking bread.- Exhibited excellent customer service skills by providing a positive and welcoming experience for cafe patrons, creating a friendly and inviting atmosphere for customers.- Collaborated effectively with team members to ensure smooth operations and efficient workflow in a fast-paced environment, working together to meet the needs of both commercial and cafe customers.