Vania Sanches

‭Vania Sanches‬ +‭-‬- ‭Dear Hiring Manager,‬ I‭ am excited to apply for the Customer Success at your company. With‬ ‭extensive experience as a Senior Executive Assistant, I excel in administrative‬ ‭support, calendar management, and streamlining operations to enhance‬ ‭efficiency.‬ ‭ t The Spanish Group LLC, I provided high-level support to C-suite executives,‬ A ‭managed complex schedules, and coordinated travel logistics. My ability to‬ ‭handle confidential information, facilitate cross-functional collaboration, and‬ ‭improve processes has contributed to organizational success. Bilingual in‬ ‭English and Portuguese, I ensure effective communication across diverse‬ ‭environments.‬ I‭ welcome the opportunity to discuss how my skills align with your needs.‬ ‭Thank you for your time and consideration.‬ ‭Best regards,‬ ‭Vania Sanches‬ VANIA SANCHES - |- PROFESSIONAL SUMMARY Customer-focused professional with extensive experience in managing customer relationships, optimizing customer success strategies, and leading high-performing teams. Proven ability to enhance customer satisfaction, reduce churn, and drive long-term customer loyalty through exceptional service, proactive communication, and problemsolving skills. Adept at analyzing customer feedback, identifying growth opportunities, and collaborating cross-functionally to deliver tailored solutions. Bilingual in English and Portuguese, facilitating effective communication in diverse markets. SKILLS Customer Success Strategy & Execution Relationship Building & Retention Onboarding & Client Education Cross-Functional Collaboration Conflict Resolution & Problem Solving Data Analysis & Customer Feedback Customer Support & Service Excellence CRM Systems & Customer Insights Team Leadership & Staff Development Performance Management & Coaching Bilingual Communication (English & Portuguese) Team Leadership Process improvement Customer service Administrative support EDUCATION Business Administration - BBA University of California, Los Angeles 2007 Los Angeles, CA WORK HISTORY Customer Success Manager The Spanish Group LLC June, 2022 to March, 2025 Irvine, CA Led a customer success team, ensuring seamless onboarding and ongoing support for new and existing clients. Built strong relationships with key clients, proactively addressing their needs and ensuring satisfaction. Monitored customer usage, identified upsell and cross-sell opportunities, and collaborated with sales teams to drive revenue growth. Utilized CRM tools to track customer interactions, identify trends, and inform strategic decisions. Conducted regular check-ins and quarterly business reviews to ensure clients’ success and identify potential challenges. Played a key role in improving customer retention rates by over 15% through personalized follow-ups and issue resolution. Provided friendly, knowledgeable service and support in response to customer requests. Customer Success Team Lead The Spanish Group LLC June, 2021 to June, 2022 Irvine, CA Supervised a team of customer success representatives, providing training, guidance, and performance feedback. Ensured that all customer interactions were aligned with company standards and optimized for satisfaction. Worked closely with cross-functional teams (sales, support, and product) to advocate for customers' needs and improve the overall experience. Developed workflows and processes to enhance customer support efficiency, reducing resolution time by 20%. Focused on identifying and resolving customer pain points, resulting in a measurable improvement in satisfaction metrics. Taught new employees about the company's operations, policies, and services. Collaborated with the sales, marketing, and management teams to develop solutions and achieve common goals. Routed incoming calls to the most qualified personnel and departments within the company. Sales & Customer Service Representative June, 2020 to June, 2021 The Spanish Group LLC Irvine, CA Delivered exceptional customer service, ensuring the timely resolution of issues and addressing inquiries to enhance customer satisfaction. Built and nurtured relationships with customers, offering tailored recommendations based on their needs. Managed client accounts and maintained detailed records of customer interactions, ensuring an organized approach to follow-ups. Actively engaged in gathering customer feedback to help improve products and services. Demonstrated high levels of empathy and communication to resolve challenges and turn dissatisfied customers into loyal advocates. Educated customers about promotions to increase sales. Provided primary customer support to internal and external customers in a fast-paced environment. Customer requests for products, services, and company information were handled by me. Started two key partnerships that resulted in a 54% increase in revenue. Met and consistently exceeded revenue quotas by promoting products and services during routine calls. Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns. Online Sales & Customer Support Manager November, 2019 to February, 2020 Red Edge Concepts Limited Bletchley, England Managed customer interactions across e-commerce platforms, ensuring orders were fulfilled accurately and on time. Provided top-tier customer service and troubleshooting for online customers, ensuring seamless shopping experiences. Optimized product listings and pricing strategies based on customer preferences and market trends. Developed customer loyalty programs to increase repeat business and customer retention. Was responsible for opening and closing the store on my own when necessary, as well as preparing the nightly bank drop for the manager. Effectively assigned tasks to keep operations running smoothly and employees focused during high-traffic times. Analyzed data on stock levels, customer sales, and other factors, identified trends, and presented findings to senior management to assist them in making effective operational decisions. Bilingual Executive Assistant August, 2013 to January, 2014 Proskauer Rose LLP New York, NY Provided administrative support to legal teams and maintained communication with clients. Coordinated events and assisted with travel arrangements, ensuring clients’ needs were met in a timely manner. Managed sensitive client data and ensured a high standard of professionalism and confidentiality. Was in charge of administrative functions, which included complex calendar management with a focus on proper executive availability allocation. Helped to ensure that business operations ran smoothly by planning and organizing meetings and conferences, including conference calls. Office Manager & Executive Assistant to the General Manager Worthington Aviation Supported customer-facing teams and ensured operational efficiency in service delivery. Led training for new team members, improving their customer interaction skills and reducing response times. Managed customer records and assisted with post-sales support to ensure satisfaction and repeat business. Ensuring that employees adhere to the company's policies, procedures, and strategies Motivated, trained, and disciplined employees to maximize performance. Report directly to the company's General Manager. Was able to quickly and effectively resolve issues in order to increase customer approval. March, 2010 to June, 2013 Eagan, MN