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 by monitoring employee-customer interactions. Managed call volume through online reporting and analysis. Served as a role model for communication skills, work ethic, and sound judgment when it came to policies, procedures, and guidelines. Cultivated collaborative partnerships with in-house departments.• 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