Richard Sanchez
CUSTOMER SERVICE
Home: 123-456-7890 Cell: 123-456-7890 hello@reallygreatsite.com www.reallygreatsite.com 123 Anywhere Street, Any City, State, Country 12345
- Silver Medalist, The Science Competition - Vice President, The Writing Organization - Member, The Official School Choir - Member, The School Dance Group
- Representative of the Year (2020) - Most Productive Employee of the Year (2020) - Most Effective Leader (2019) - Employee of the Year (2019)
- Secretary, The Debate Club - Staff Member, The Official University Publication - Member, The Official School Choir - Member, The Theater Group
EDMARK SOFTWARE COMPANY CUSTOMER CARE MANAGER I TOPEKA, KS | 2012 - PRESENT Managed a team of 10 in-house and 5 outsourced customer service representatives, ensuring they delivered high quality customer care on a daily basis Maintained and organized databases of customer information to ensure personalized service Used Zendesk to track and review employee interactions with customers. Trained 5 new employees in using customer software, data entry, data retrieval, persuasion, and conflict resolution. Received "Manager of the Year" award in 2014 for attaining record achievements across all areas Of customer.
• Conflict Resolution — Trained in Conflict Resolution at Notre Dame
Quality Control: Developed and implemented a new Quality Control regime to assess customer service representative employee effectiveness, service cancellation by 8% and improving customer satisfaction rating by 15% Management: Updated training documents and implemented a new
training strategy, cutting training expenses by 300/0 per
Attention to Detail: Maintained an 'A' rating With the BBB and a 4 Star
rating on Yelp by creating an online search-and-response press to
handle customer complaints۔
Project Execution: effort to outsource simpler customer service duties
to workers in the Philippines and Colombia via Freelancer, cutting by 23% Creativity: Designed and conducted client surveys in order to obtain
information about potential customers and to quantify reasons for
service cancellations
Achievements
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Education History
Core Skills
Relevant Experience
PROFESSIONAL PROFILE
El Dorado University
Bachelor of Arts in Communication
Beechtown High School
Batch 2015 | Student Council President
• Customer Service Software - Complete familiarity with Zendesk, Fresh desk, and Kayako • Bilingual - Native English speaker and conversational in Spanish