David Sanchez Email & Phone Number

San Francisco, California, United States

San Francisco Bay Area

San Francisco Bay Area

• Over 20 years of Telecommunications Management, Point of Customer Service contact, Customer Success, Customer Support, Call Center Management. • Proven track record of Telecommunication Sales Support, Project Management, Order Process, Invoice Inquiries and Customer Service Management, Contract inquiries and renewals. • Successful Cross Functional Team management and relationship building• Superb Leadership, Supervisory, Mentoring and Instructor training delivery skills • Comprehensive knowledge of operational process development and process streamlining • Experienced in complete Call Center, Post Sales and Support account portfolio management. • Managed contract implementation and compliance • Led large scale projects for onsite customer Telecom connectivity infrastructure Responsible for project coordination and contributed to assessment of customer needs, maintenance of contract expiration and renewal, Quarterly reviews, support of sales in complex service provisioning and installation of onsite customer infrastructure with ongoing project status updates to both internal and external stakeholders. Primary point of contact post sales, inquiries, reviews, contract renewals. • Successfully managed a $300,000 Premier account portfolio of San Francisco & Silicon Valley accounts. • Clients such as PG&E, Genentech, Kaiser Permanente, Netflix, Santa Rosa City School District, Vcom Solutions and YMCA headquarters San Francisco. • Successfully resolved conflicts and removed installation roadblocks by partnering across a matrix organization and external vendors. • Project managed teams through successful milestone deadlines within agreed upon parameters of the contract.• Issued jeopardies, trouble reports and escalations to senior management for a timely resolution. Primarily through Salesforce application.

Walnut Creek

Successfully managed a $750,000 Global Strategic account portfolio. Led an average of 30 projects per year spanning multiple geographic locations across the global market for clients such as Facebook, Apple, Google. Successfully resolved conflicts and removed installation roadblocks by partnering across a matrix organization and external vendors. Project managed teams through successful milestone deadlines within agreed upon parameters of the contract.Oversaw complex orders for circuits from implementation to completion. Issued jeopardies and escalation to senior management for a timely resolution.Defined and documented a new process for contract expiration and renewal to streamline the Global Strategic organization contract management. Point of contact between customer, client and Centurylink.

San Ramon Ca.

This position was responsible for the implementation of the large-scale CCTP Call Center Transformation Program. Participated in the Initial and Planning stages of the project management process, which includes: Setting goals, objectives, scope of work and major milestones with the Internal and External Customer. Defining resource requirements and developing a timeline. Identifying potential risks and jeopardies, as well as contingency, mitigation plans. Coordinating and measuring progress toward project goals, objectives and taking corrective action as appropriate, closing out the project by bringing project to orderly conclusion.

San Ramon

Led and supervised a team of Representatives who support Global Accounts in a Call Center Environment. Managing sales through Coaching and Developing. Raising performance and productivity levels for both our external customers and the Company.. Focusing primarily on Sales, Customer Service Quality, Competition, Products and Services and Complex Service Order Accuracy. Training and development. Dealing with intercompany departments, handling escalations from the Representatives and Account team and External customers. Troubleshooting and dealing with other departments, such as the Central Offices, MLAC, RCMAC, PCO'S, TIRKS, Engineering. Experienced in most all of ATT systems. Performed data analysis as necessary, design and implemented weekly plans which produced individual and team results which met and exceeded objectives. Worked closely with CWA partners to establish relationships and plans that help achieve joint goals within Company and Union contracts. All in compliance with CPUC rules & regulations. Handling CPUC escalations whenever necessary.