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JUAN C. SANCHEZ

Ph: 954-***-**** Email: ad2fed@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• Highly qualified Customer Svc. Rep. in fast-paced customer service and call center environments.

• Exceptional problem-solving skills

• Exceptional organizational and planning skills with the ability to effectively multi-task

• Excellent interpersonal skills

• Active Listening Skills

• Motivated Team Player

• World-class customer service

• Fluent in oral and written English and Spanish

EXPERIENCE 2017 – 2018 SUTHERLAND GLOBAL SERVICES Coral Springs FL SENIOR CUSTOMER SERVICE REPRESENTATIVE / PCI SPECIALIST World class handling of fast paced incoming level 2 calls for customers and providers of Blue Cross and Blue Shield of Michigan and Blue Care Network of Michigan, managing inquiries about medical, pharmacy, vision and hearing benefits; claims, membership, and policies. Successfully managed difficult calls with a success rate of 99% customer satisfaction. Effective management of multiple systems simultaneously while complying with laws and company guidelines for average handling time, calmness under pressure, use of available resources for one-time resolution calls, while employing precise attention to details in order to accurately document every detail in every single case. 2008 – 2016

INDEPENDENT CONSULTANT Fort Lauderdale FL

Planning, evaluation and implementation of business and personal projects. Organized and managed all types of events from 100 to 10K attendees. Assessed top executives by providing solutions to exceptional challenges arising within their organizations. Mastered corporate communication with employees and management to determine the most effective approach to projects and organizational structure and work with businesses and their clients to maximize efficiency and performance. 2005 – 2007 AEQUICAP INSURANCE Fort Lauderdale, FL IMAGING SUPERVISOR

Effectively supervised the Imaging Department for a 700-employees paperless insurance company, leading a staff of 9 clerks. Established and maintained the document filing system and electronic database to allow retrieval of archived regulatory information of existing departments. Assisted in preparation and formatting of regulatory submissions and other documents. Performed imaging, conversion to PDF files, and archiving of electronic files with an average volume of 250k documents/day. Trained personnel in the all departments to comply with requirements and provision of documents for imaging. Created and managed project to include new departments in the imaging process. Managed storage of large amount of hard copy files following mandatory legal regulations and guidelines. EDUCATION

• Currently enrolled, seeking degree - Broward College

• Maximizing Your Leadership Potential - Harvard Business School

• ECE in Export Import Management - IESA - Caracas Venezuela

• Certified Legal Translator - NEILS Institute - Caracas Venezuela

• Law School - Universidad Católica Andrés Bello - Caracas Venezuela SOFTWARE All BCBSM/BCN CSRII programs - Windows and Mac environments. Proficient in MS Office, MS Visio, MS Project, ProPresenter, QuickBooks Pro, Quicken, Adobe CS Design Suite (Photoshop, Illustrator, Acrobat Pro, In Design) and QuarkXPress. Professional A/V: Pro Tools 11 and Logic Pro X.