Annette Sanchez Email and Phone Number

 Assist with data migration and optimization. Coordinate kickoffs between global suppliers, internal teams and executives, driving program success.  Enhance Wrike workflows and dashboards for internal users and external partners. Manage cross-functional communications ensuring compliance with program requirements.

 Led multiple daily stand-up agile scrum meetings with engineers, software developers and executive leadership within the E-Commerce Retail ecosystem related to their customer experience online shopping website.  Removed roadblocks and impediments, prioritized multiple projects with interdependencies and implications. Heavy global scheduling, crafting meeting agendas and minutes for new business demo presentations.

 Managed supply chain program budget tracker, issued POs and worked with project managers, engineers and overseas vendors; identifying and mitigating risks for client. Lead weekly budget meetings, track CapEx and OpEx, created cadence for more frequent status updates, holding all teams accountable for timely answers; resulting in a 36% improvement in budget forecasting.  Provided Customer Support for various project escalations. Developed two company-wide resource documents: a high volume comprehensive matrix Numbers spreadsheet listing all supply chain vendors with technical details, along with a Keynote slide deck listing all recycled raw materials and components used in each Apple product for executive presentations.

 Resolved service tickets with globally dispersed teams using Jira, ServiceNow and Slack preventing roadblocks and making necessary course corrections. Led customer DEI initiatives, communicating at various levels with vendors, catering and leadership coordinating high touch events and Back to School & Food Drives boosting client engagement by 41%.  Participated in agile sprints, enhancing marketing overall efficiency achieving a 20% faster publishing turnaround time through effective writing, editing, and collaboration on newsletters, articles, and feedback surveys.

[Midsize company, largest landscaping company in California] Implemented Change Management Strategy for Customer Escalations Program: defining cross-department KPIs metrics and creating SOPs. Guided clients through onboarding, adoption, support, and expansion.  Managed team of 5 direct and 13 indirect reports and oversaw 65+ sales designers across 5 regions. Promoted from Customer Care Specialist to Manager achieving 38% CSAT improvement within my 1st year.  Worked closely with CEO, speaking on his behalf regarding escalations, legal matters and public social media posts. Held all teams accountable for high performance outcomes. Lead customer service weekly and quarterly meetings with upper management using customized escalation and aged Salesforce and Asana dashboards.  Supported sales team highlighting their specialty skills and tenure with new clients to establish trust. Created coaching plans for performance development. Presented customer service and leadership talks to new sales hires. Enforced end-of-project quality reviews confirming full project completion with client before sub-contractors move on to their next project, ensuring sales designers collect final commission. Collaborated with IT to automate project milestone notifications. Supported operations service calls scheduling with subcontractors and vendors. Provided CS training for coordinators and field technicians; boosting operational efficiency by 54%.  Oversaw end of project quality reviews ensuring projects were fully completed by all parties and final payment collected for sales designers, conducted surveys and implemented best practices.L

 Manage client escalations, create templates, forms, client correspondence, customer phone scripts and SOPs.  Train and Support Operations with managing Warranty Service Calls Scheduling logistics with Field Technicians regarding use of Asana and White Glove Customer Service training Assist Marketing with managing online reputation

 Designed Customer Experience program from scratch including: project life-cycle phases, milestones, welcome packets and warranty brochures. Created FAQ sheet anticipating common client questions reducing lower-priority calls by 60%.  Converted 73% of customers into posting 5 Star Reviews by active listening, proactive problem-solving and consistent follow-ups; promoted from Coordinator to Customer Experience Manager within six months. Research new company CRM software Asana and train teams. Support Operations and Sales qualifying leads, up and cross-selling and managing scheduling logistics with installers, vendors, city inspectors and sub-contractors. Work closely with CEO, co-writing business flyers, website content and email correspondence. Speaking on his behalf for escalations, legal matters and social media replies. Close projects with in-person hand-offs collecting final payment, conduct live feedback survey and implement best practices and lessons learned.