Customer Service Call Center
Resume:
Wilson Sanchez
Miami, FL
***********@*****.***
Professional Summary
I am looking forward to expanding my experiences and encountering new growth and potential possibilities. I am confident that my education, experience, and dedication to quality service will enable me to succeed. I offer high energy level, strong interpersonal and organizational skills which I believe make me a strong candidate. Moreover my bilingual skills, life experiences and studies have given me the practical know-how, which would be a great asset. Authorized to work in the US for any employer
Work Experience
CSS III Bilingual
Maximus
March 2024 to Present
• Provide exceptional bilingual customer service in a healthcare call center, assisting individuals with health insurance applications, reapplications, and reinstatement of coverage to ensure seamless access to necessary services.
• Guide consumers through the online portal, facilitating recovery of access and troubleshooting any issues, while delivering step-by-step walkthroughs to enhance their understanding of the website and improve user experience.
• Collaborate with team members to streamline processes and enhance service delivery, contributing to improved customer satisfaction and efficient resolution of inquiries related to health insurance coverage. Independent Contractor
Appen, Inc-Miami Beach, FL
July 2017 to Present
• Conduct Remote in depth internet-based research and provide information evaluation for leading companies from around the globe.
• Advertisements, web page quality & AI implementation CSR II Bilingual Client Operation
TTEC Digital-Florida
January 2023 to February 2024
• Outbound calls to members about our preventative services.
• Schedule, Remind & Follow-up on members medical treatments.
• The use of programs as Salesforce, Clarify Connect, United Healthcare data base while multitasking to ensure members get accurate information.
General Manager
Regan Hospitality-Miami Beach, FL
February 2021 to November 2022
• Coordinated schedules and assigned employees' and team members' shifts
• Responsible for upholding required health and safety standards
• Monitor and ensure staff adheres to all company policies and procedures
• Saved $5,000 in operating costs in the first 60 days by repairing and servicing equipment Food and Beverage Manager
The Gates Hotel-Miami, FL
August 2018 to January 2021
• Establish and manage effective controls for labor and inventory costs.
• Evaluate department conditions and operations to determine strengths and areas of improvements.
• Manage an efficient, friendly and effective crew of 25+.
• Monitor the freshness and conditions of prepared foods. Food And Beverage Supervisor
Conrad Miami-Miami, FL
July 2017 to July 2018
• Assess employee schedules for effectiveness and approved all time-sheets.
• Identify items in stock for first use to decrease waste and profit loss.
• Communicate and exemplified the company's vision and goals.
• Assist with In Room Dining requests and service to assure guest satisfaction to hotels policy and standards.
Mixologist
Commonwealth Bar-Miami Beach, FL
March 2017 to June 2017
• Deliver exceptional, fast and friendly service.
• Creation of craft cocktails as specialty daily drinks and menu implementation.
• Check on guests to ensure satisfaction with each food course and beverages.
• Resolve complaints from guests by listening to issues and notifying the restaurant manager. Bar Manager/Floor Manager
Host Restaurant Group (5 of 6 Rest. / Casual to Fine Dining)-New York, NY July 2013 to February 2017
• Hire and training of new serving and bar staff with policies and procedures of what is expected of them from the company.
• Maintain schedules and transfer for staff to coincide with weekly events at restaurant.
• Customize inventory to monitor waste and profit loss.
• Very high volume establishment, overseeing staff of 30+
• Produce accurate and thorough management reports. Assistant General Manager
Senor Swankys Mexican Cantina-New York, NY
May 2003 to June 2013
• Started as a bartender then quickly moved within the ranks of the establishment to become bar manager then assistant GM.
• Responsibilities. Included hiring & training of staff, inventory, payroll & schedules.
• Opening and or Closing of restaurant, handling cash drops, bar tills & all guest pin transactions. Education
Associate of Arts in (A.A.), Education
Miami Dade College - Miami, FL
January 1996 to December 1998
Skills
• Profit & Loss
• Banquet Experience
• Communication Skills (10+ years)
• Data collection
• Payroll
• Multitasking
• Event Planning
• Leadership
• Social Media Engagement
• Social listening
• Bilingual
• Restaurant Management
• Hospitality Experience (10+ years)
• GFSI (9 years)
• Conflict management
• CRM Sortware
• Analysis skills
• Recruiting
• Micros POS (10+ years)
• Time management
• Bartending
• Inventory Control
• Customer Service
• Quality control
• Hotel experience
• Call center Experience
• Team Mentality
• Data entry
Links
https://www.linkedin.com/in/wilson-sanchez-bkny
Certifications and Licenses
TABC Certification
Food Handler Certification
Contact this candidate