Berthalisa Sanchez Email & Phone Number

Sacramento, CA, US

• September 2020 - PresentLed a team of 20 Bilingual Care Representatives in a fast-paced environment, effectively coordinating their time and troubleshooting customer issues.
• Analyzed employee-customer interactions to identify improvement opportunities and optimize service delivery.
• Managed call volume through online reporting and analysis, ensuring efficient problem resolution and maintaining positive brand reputation.
• Served as a role model for communication skills, work ethic, efficiencies, and sound judgment, fostering collaborative partnerships with in-house departments.
• Recipient of several awards for outstanding performance, partnerships, and efficiencies, demonstrating a commitment to excellence

• Chandler Call CenterMarch 2019 - September 2020Directed a team of 140 bilingual employees supporting customer escalations, providing peer support via chat and General Help in Community Coaching
• Mentored acting supervisors into permanent leadership roles and permanent supervisors into Leads, empowering professional growth and promoting a culture of mentorship.
• Partnered with Talent Acquisition interviewing external/internal candidates.
• Partnered with Training Department with the onboarding of new hires.

Chandler, Arizona, United States

• Served as the Interim Senior Manager for Care and oversaw an additional SM team with over 240 direct reports.September 2018 - March 2019
• Oversaw the Care Department and an additional SM team with over 240 direct reports.
• Managed the launch of the Transfer Your Service (TYS) project in December 2018

Chandler, Arizona, United States

• March 2017 - September 2018Functioned as the Customer Service Bilingual Lead Supervisor, championing performance improvement for a team of 135 bilingual employees.
• Executed as the Bilingual Lead Supervisor, directing a team of 140 employees who supported customer escalations, as well as peer support via chat / General Help in Community Coaching
• Mentored acting supervisors into a permanent leadership role and permanent supervisors to become Leads.

Sacramento, California, United States

• February 2011 - April 2017Led a team of 13 Bilingual Care Representatives in a very fast-paced environment. Coordinated the team’s time spent helping customers and troubleshooting. Looked for improvement opportunities.
• Recipient of several awards for driving results and meeting exceeding KPI’s
• Guided a representative to a supervisor in 2014 and a representative to a Tech Representative in 2013
• Achieved High Performing evaluations in Community Coaching and roles within the Bilingual Department
• Attained a Driven Verizon Value Award for top YTD Performance, a UPC Net 30, and 1.76%, and a Top Performer Award for April-June 2017
• Led the HTBTR Pilot program for Rancho in June 2013

Sacramento, California, United States

• Supervisor - Bilingual Representative- Loyalty, Customer Service Call CenterJune 2008 - February 2011Covered for the supervisor during leave and set both teams for success.
• Developed current team with 5 representatives from developing to Performing / Leading
• Built strong relations with representatives, peers, and upper leadership.
• Achieved a World Class Leader award for October 2010 and the Director’s Circle of Excellence in January 2010
• Honored with personal recognition by the West Area President for contributions to the CMO in December 2010