Myrna Loree Sanchez, Ms Email & Phone Number

Norwalk, CT, US

Los Angeles, California, US

Doing amazing things with amazing leaders!

Bellevue, WA, US

• Consulted, designed, and execute leadership development program for offshore, onshore vendors and direct company leaders focusing on onboarding, skill enhancement, and business coaching from mid-level managers to.

Bellevue, WA, US

• Consulted, designed, and execute leadership development program for direct company leaders focusing on onboarding, skill enhancement, and business coaching from mid-level managers to executes.
• Facilitated High-Potential Leadership Development program focused on developing leaders and guaranteeing long term business success.
• Delivered transformational customer care bootcamp to leadership team in line with company priorities to promote long-term customer service excellence.
• Partnered in onboarding and developing new leaders and designing success metrics for training interventions and program manager team.

Bellevue, WA, US

• Partner with Global Care VP, Directors, and leadership at a site level to drive increased performance execution during launches, offers and new initiatives through leadership development, strategical focus and outlier.
• Partner and collaborate with cross-functional teams to develop readiness plans to ensure frontline readiness to support new products, services, offers, or projects. Building the readiness plan includes determining.
• Develop content through huddles, workshops, etc., targeted to improve leader readiness from execution, planning, strategy and implementation perspectives.
• Improved communication between internal and Global Care partners through initiatives that drove increased Global Care presence and feedback

Bellevue, WA, US

• Partner with Senior leadership at a site level to drive increased performance in multiple areas to improve the overall customer experience.
• Ensure Staffing is aligned to the Global Call Curve and Service Level goals are being met
• Partner with multiple departments and Outsourcer to plan upcoming training without impacts to the customer (Service Level).
• Partner with multiple departments and Outsourcer to execute short and long term strategies
• Drive accountability for performance, goals, and the customer experience with Outsourcer.
• Meeting facilitation with Outsourcer and cross-functional teams

Bellevue, WA, US

• Supported 11 Service Partner(outsource) Call Centers with 600+ CSRs, total of 3000+ employees. SPM Quality Sr. Analyst drives the customer experience provided by the Service Partners via multiple quality metrics..
• Subject matter expert and consultant for all quality metrics/programs.
• Inspects activities that impact the customer experience during on site performance reviews and quality partnership calls.
• Acts as the intermediary between National Customer Service Quality (NCSQ), SPM Teams and multiple Service Partners.
• Leads and participates in cross-functional partnerships within SPM, and with NCSQ, Customer Delivery, L&D, Internal Call Centers, Service Partners and IT teams.

Bellevue, WA, US

• Supported 2 Call Centers with 600+ CSRs increase performance through call analysis to outline behavioral opportunities impacting resolution, sales, customer satisfaction/loyalty and other important metrics. Led 6 Line.
• Reduced total customer resolution time with bilingual customer service representatives by 60 seconds by pin-pointing specific areas taking unnecessary time.
• Increased site contract renewal rates by 5% by identifying specific call types driving least renewals and providing specific developmental material to improve customer service representative behaviors.
• Increased awareness of customer service quality expectations through facilitation of Bilingual Customer Experience Committee meeting and translating calls to increase amount of participation.

Bellevue, WA, US

• Support Call Center business updates through identification of potential unclear policies, advocating solutions, mobilizing cross-functional support and facilitating decision-making in complex situations.
• Increased site resolution by 5% through one-pagers known as ‘Grab n’ Go’s’ that outlined specific areas of opportunity within policies and suggested scripting to customers.

Bellevue, WA, US

• Executed on key Learning and Development curriculum in 8 week intervals for new hire employees. Facilitated key continuing education sessions to site leadership and frontline employees to ensure knowledge of new.
• Evaluated, implemented and partnered with cross functional teams to ensure that effective training solution options were delivered to local customer service call centers.

Bellevue, WA, US

• Managed staff of 16 customer service representatives in a fast paced, highly competitive environment to meet multiple metrics including One Call Resolution, Call Handle Time and customer quality performance expectations.
• Received ‘Fire in the Belly’ award 6 months in a row for leading a team of 15 representatives to exceed company, call center and customer expectations.
• Conducted daily audits to analyze performance metrics and pre-plan operational focus which drove an increase in all performance metrics by at least 5% year over year.

Bellevue, WA, US

Assisted Customer Care Coach/Supervisor in driving performance expectations through call observations, metric analysis and daily trend Representative conversations.

Bellevue, WA, US

Assisted incoming calls from customers with urgent issues and ensured exemplary customer service and one call resolution all within an appropriate amount of time.

Master Of Business Administration - Mba, Management And Leadership

Bachelor’S Degree, Business Leadership; Psychology

Diploma, High School/Secondary Diplomas And Certificates