James Sanchez Email & Phone Number

Pittsburgh, PA, US

Boise, Idaho, US

Boise, Idaho, US

• SaaS fintech workflow start-up: making trust accounting, timekeeping, and invoicing easier for professional service firms.
• Lead and empower a team of customer success/support specialists to drive initiatives focused on enhancing Net Revenue Retention (NRR) and elevating Customer Satisfaction (CS)
• Spearhead strategic initiatives, like the Payment Recovery Initiative, resulting in a revenue surge of over USD 18,000.00 in less than 2 weeks, directly influencing NRR and bolstering CS
• Evaluate and optimize the scalability of the customer support team, implementing hiring practices to accommodate company growth and enhance NRR efforts
• Foster alignment and seamless communication across cross-functional teams, including sales, engineering, marketing, and product development, to effectively address customer needs and enhance NRR and CS
• Cultivate a collaborative team culture, promoting teamwork, knowledge sharing, and continuous learning to enhance the AI bot's resolution rate, exceeding 35% weekly, thereby improving overall customer support.

Boise, Idaho, US

• Lucky Us is a local music duo based in Pittsburgh, PA, specializing in cover songs with a twist from childhood friends.
• Create and manage social media platforms (Facebook, Instagram, Twitter, etc.) and landing pages.
• Increased follower count by 224% within 47 calendar days on Facebook
• Lucky Us recognized as a Rising Creator on Facebook on 1/2/24
• Capture and edit photos and videos during rehearsals, gigs, and behind-the-scenes moments.
• Design and launch branding, logos, and other content to promote the band's presence in the local music scene.

Los Angeles, US

• Spearhead podcast creation and hosting, assuming full responsibility for content development, production, and distribution
• Research, identify, and reach out to potential guests, securing high-profile interviews to enrich the podcast's content
• Craft compelling and engaging interview questions, fostering meaningful discussions and thought-provoking conversations
• Curate and produce high-quality episodes with a focus on storytelling, education, and entertainment
• Manage all social media channels, including content creation, scheduling, and community management

Facilitate communications, coaching, and strategies across teams, leveraging knowledge of GTM, Customer Success, and data analytics to drive growth.

• Advocate for inclusive design and accessibility standards across all stages of product development
• Pioneer and lead the establishment of the Customer Success team, recruiting and training top-performing representatives to deliver exceptional service and maximize customer satisfaction
• Collaborate cross-functionally with marketing and design teams to create visually compelling and informative content, reflecting the brand's identity and maintaining a cohesive messaging strategy
• Strategize and execute innovative LinkedIn and GigHire self-care blog content campaigns

San Francisco, California, US

• Continuously monitor and update data and reports to ensure 100% accuracy and relevance for clients
• Analyze client data and industry trends to identify opportunities for growth
• Schedule and plan consultation meetings with clients to determine pain points, needs, and process improvement opportunities

Alphaville, São Paulo, BR

• E-commerce fraud prevention and dispute resolution.
• Owned and managed strategic relationships on an ongoing basis for over 3,000 global clients ranging from small/medium business (SMB) to enterprise accounts, acting as the voice of the customer for renewals and.
• Managed cross-functional communication between Sales, Analytics, IT Support, and more to implement efficient solutions for product adoption, customer advocacy, and growth resulting in a reduction of CSM team workload.
• Resolved concerns as a dedicated subject matter expert, reducing cross-department workload and improving performance for urgent client and internal requests for over 25% of inbound communications per week
• Conducted research and data analysis on industry trends and customer experience solutions to develop new strategies and improve customer experience, being a voice and advisor for customers, including identifying.

Greenwood Village, Colorado, US

• Anticipated risks and conflicts to resolve customer escalations with empathy and understanding while analyzing fraud risks, maintaining a customer satisfaction and quality assurance score of 93.33%
• Promoted from customer support role to provide inter-departmental knowledge of fraud analysis and providing support over multiple different teams ranging from entry-level agents to C-level support
• Analyzed and reported fraudulent unemployment accounts including identity theft and false claim filing, escalating relevant accounts to decrease financial loss totaling over $20,000 per account to over 8 state.
• Created new procedures for crisis callers, prioritizing empathy and safety while complying with fraud detection strategies

• Created and designed original artwork, storyboards, and comics for clients and customers
• Utilized various art mediums such as digital, acrylic, watercolor, ink, and pyrography to produce high-quality designs and illustrations
• Managed project timelines and deadlines, and communicated regularly with clients to ensure that their needs and expectations are being met
• Marketed and promoted artwork and comics through social media, online portfolios, and other channels
• Successfully self-published and sold 100% of comic publications created such as "Des" and "Mermaid Portal" at various events

• Resolved guest complaints and concerns with efficiency and urgency, displaying excellent resolution and de-escalation skills
• Trained new hires in job requirements to increase staffing coverage overnight
• Created and adjusted invoicing and bookings for guests
• Created bilingual (Spanish/English) guides for the entire hotel staff to streamline communication between departments with potential language barriers

Brookings, South Dakota, US

• Managed assembly and quality control for powder-coated products
• Contributed to standard operation improvements to increase productivity
• Trained new hires to ensure consistency in the quality of products
• Cooperated with several teams to ensure metal fabrication was completed to client satisfaction, demonstrating strong attention to detail in cleaning and painting metal parts as needed

San Francisco, California, US

• Consistently maintained an under 7-minute handle time and successfully handled over 50 calls per day with multiple claims to investigate, research, and complete fraud and non-fraud chargeback cases for VISA
• Multitasked using DAT, HOGAN, OpenText, and other software relevant to the customer's inquiry as well as used multiple screens to access each program
• Managed detailed data entry obtained from investigation into debit card fraud

• Conducted overnight balances and audits to verify accurate financial reporting, utilizing attention to detail and critical thinking skills to identify discrepancies
• Resolved and accommodated guest concerns and complaints, demonstrating effective communication skills and the ability to de-escalate situations, resulting in positive guest reviews and customer satisfaction
• Coordinated the set-up and clean-up of the breakfast area, ensuring a positive guest experience and maintaining cleanliness and organization standards
• Conducted inventory checks overnight, utilizing organizational and time-management skills to ensure efficient and accurate results

Chicago, IL, US

• Utilized human resources software such as PeopleSoft and Workday to provide 5-star customer service and support to internal customers
• Collaborated with a team through the Siebel ticket system to resolve customer inquiries and complaints, meeting deadlines and eliminating financial penalties to the company
• Facilitated efficient support for new hires by providing chat support internally across 4 global locations and conducting side-by-side training and call-listening using NICE
• Supervised and managed over 50 escalated calls as an On-Floor Supervisor, utilizing effective communication and problem-solving skills to ensure customer satisfaction
• Provided Live Chat assistance to customers and team members across the world during peak seasons, exceeding Service Level Agreement expectations

Guaynabo, PR

• Conducted one-on-one tutoring sessions with students in subjects such as Math, Science, and Spanish
• Developed and implemented individualized lesson plans tailored to each student's learning needs and academic goals
• Demonstrated strong communication skills to explain complex concepts and ideas to students in a clear and concise manner
• Utilized effective teaching strategies, including hands-on activities and real-life examples, to facilitate student understanding and retention

Google It Support Professional Certificate, Information Technology

Associate'S Degree (15 Credits), Information Technology

Bachelor'S Degree (80 Credits), Digital Animation

High School Diploma

Bachelor'S Degree, Forensic Psychology