1 09 Monte Himalaya St Monterrey, NL
--
Danaé Sancho
Customer-Facing Pro | 10+ yrs Relationship Builder | Positive, Adaptable, Change Enthusiast | Turning challenges into opportunities!
OBJECTIVE
y career is builtondeliveringexceptionalcustomerexperiences,alwaysguidedbyapositiveattitudeandagenuine
M
passion for helping others.
EXPERIENCE
Barry Callebaut Group, San Pedro, NL (Hybrid position)— Sr. Customer Service Specialist
Jun 2024 - Dec 2024Key Account Manager, Replenishment, Planning and Logistics
●
Increasedorderaccuracyby18%withintwomonthsbymaintainingandoptimizingcustomerknowledgebases
in Salesforce, strengthening client relationships.
●
Processed up to 45 new POs daily in SAP, optimizing logistics to ensure on-time and cost-effective deliveries.
●
Managed planned shipping schedules, accommodating delays and customer requests for seamless operations.
Segoso Caribbean, Monterrey, NL (Remote position)— Collections Agent
Dec 2023 - Jun 2024Accounts Receivable and Billing Analyst
●
Monitoredandbroughtupto116accountscurrenteachmonth,addressingbillingissuesandensuringtimely
payments, resulting in the collection of up to $3 million monthly while maintaining accurate account records.
●
Took initiative to resolve payment disputes and contributed to process improvements for enhanced efficiency.
SoLo Funds, Los Angeles, CA (Remote position)— CustomerSupport Agent
Jan 2022 - Oct 2023Customer Success, Revenue and Retention Strategist
●
Drove a customer inquiry resolution process that resulted in a 30%increaseinadherencetoSLAs;utilized
data-driven insights to refine response strategies and exceed established KPIs regularly.
●
Generated daily reports to analyze and resolve issues, providing actionable feedback to management to
improve client satisfaction. Consistently received up to 36 surveys per month, maintaining an overall
satisfaction rating of 4.76 out of 5.
●
Escalated technical and fraud-related concerns with comprehensive documentation for prompt resolution.
Reman Group, Houston TX (Remote position)— Warranty and Customer Support Agent
March 2021 - November 2021Retail and corporate sales and Technical Support
●
Educated customers on warranty terms, tracked shipping statuses, and managed warranty claims from
initiation to resolution.
●
AddressedinstallationchallengesforautomotiveenginesandescalatedcomplexcasestotheProductionand
Quality departments.
●
Handled chargeback disputes with PayPal and financial institutions to protect company assets.
OwnLocal, Austin TX (Remote Position)— Customer SupportAgent
January 2019 - November 2020Content and CustomerExperience Specialist
●
Supported projects in social media content moderation, video game streaming moderation, and customer
service for retail and membership clients.
●
Resolved technical and billing issues while ensuring satisfaction with products and services.
●
Conducted SEO tracking, proofreading, and tech support to enhance customer outcomes.
UpWork and Modsquad, San Francisco CA (Remote Position)— Remote Freelancer
January 2017 - December 2019 Freelance Consultant(Ghostwriting, Translation, and Client Projects)
●
CollaboratedwithdiverseclientsacrossindustriestodeliverservicesinSEO-focusedghostwriting,translation,
appointment setting, and survey coordination.
●
UsedtoolslikeSlack,Asana,andGSuitetomanageself-pacedtrainingandbecomeaproductexpert,ensuring
high-quality outcomes tailored to client needs.
Early Career and Beginnings, Monterrey Mexico— BilingualAgent and English Teacher
June 2004 - July 2015
EDUCATION
I.T.E.S.M., Monterrey Mexico— Bilingual BusinessManagement
DIPLOMAS
BULATS C2 - Cambridge University.
Teaching Knowledge Test (Modules 1, 2, and 3) - Cambridge University
