Vladimir Alexander Garcia Sanchez

Vladimir García - El Ranchon Restaurant One block East, One Block North , San Marcos, Carazo, Nicaragua-- SKILLS Strategic Thinking & Problem-solving Analytical & Data-Driven Decision Making Time Management & Prioritization Excellence Resilient & Strategic Emotional Intelligence Intrinsic Accountability PROFILE Epitomizes resilience and strategic foresight, with a proven track record of excelling in fast-paced, high-stakes environments. Exhibits unyielding precision, rigorous analytical depth, and methodical execution to conquer intricate challenges and realize bold goals. Skilled in leading collaborative efforts that drive meaningful results, harnessing emotional intelligence and compelling communication to build unbreakable trust, ignite candid collaboration, and deliver unparalleled client outcomes across multifaceted industries. Committed to delivering excellence and maintaining the highest professional standards. E D U C AT I O N Primary School at Salesiano Don Bosco, Masaya The description of the education L ANGUAGES Spanish English High School at Cristo Rey, San Marcos, Carazo The description of the education Optometry at UNICIT, Managua LINKS Linkedln The description of the education Law at UPOLI, Managua The description of the education EMPLOYMENT Health Insurance Soft Sale Agent at Accedo, Managua Nov 2020 — Sep 2022 Managed high-volume inbound and outbound calls, handling over 400 calls daily. Established clear customer expectations, ensuring transparency throughout interactions. Fostered trust and rapport with clients through exceptional interpersonal communication. Employed reflective listening techniques to effectively address customer needs and objections. Specialized in client retention strategies, successfully reducing churn and enhancing loyalty. Health Insurance Team Leader at Accedo, Managua Sep 2022 — Feb 2023 Fast-tracked to Team Leader after 20 months of top-decile sales performance and 100% quota attainment. Managed 8–12 soft sales agents, driving +28% team productivity and +15% conversion rate via daily huddles, call shadowing, and real-time coaching. Owned weekly KPI dashboard (AHT, CSAT, SPC, QA score, adherence), conducting 1:1 performance reviews to close skill gaps. Presented root-cause analysis and corrective action plans to Operations Manager, resulting in process redesign and resource reallocation. Aligned team OKRs with divisional targets; set SMART goals per agent and tracked progress in Salesforce. Built high-engagement team culture using recognition programs, gamification, and career pathing; reduced turnover by 22%. Applied EQ frameworks (conflict resolution, active listening) to handle escalations and maintain NPS > 90. Co-chaired cross-functional sync with QA and Training to standardize script adherence, objection handling, and upsell triggers. Awarded “Top Team Leader of the Month” (Dec 2022) for highest team CSAT (96%) and lowest AHT (4:12)company-wide Health Insurance Mentor at Accedo, Managua Feb 2023 — Mar 2023 Conducted targeted 1:1 performance deep-dives with bottom-quartile agents to perform root-cause analysis (RCA)using 5-Why methodology. Delivered structured coaching plans with SMART action items, skill-will matrix placement, and PIPs to drive measurable behavior change. Built agent confidence and resilience via emotional intelligence (EQ)-based mentorship, resulting in +22% CSAT uplift among coached reps. Designed rapport-building frameworks (active listening, empathy statements, value-first scripting) and embedded in daily micro-training modules. Executed live call monitoring (silent + whisper) to diagnose objection handling gaps and deliver real-time corrective feedback. Led side-by-side (SBS) coaching sessions to model Tier-1 behaviors (tone, pacing, upsell triggers) and shadow-gradelive interactions. Published daily performance pulse reports in Power BI/Tableau — tracked AHT, SPC, QA score trends, and flagged at-risk metrics for escalation. Maintained floor presence with proactive gemba walks, providing just-in-time support, call takeovers, and escalation de-escalation as needed. Recruitment Team Human Resources at Accedo, Managua Mar 2023 — Mar 2023 Executed high-volume outbound screening calls to inbound applicant pool (50–75 calls/day) Assessed English proficiency and communication clarity using structured behavioral interview script and proficiency rubric Delivered real-time developmental feedback on vocabulary range, grammar accuracy, pronunciation, and active listening to elevate candidate presentation. Partnered with HR to validate cultural fit, role alignment, and red-flag screening prior to hiring manager review. International Marketing at Omega XL Mar 2023 — Jul 2023 Proactively cold-called 60–80 inbound leads daily via predictive dialer to qualify move intent, verify origin/destination, and confirm move date window. Consultatively uncovered client needs — bedroom count, move size service tier (full-pack vs. labor-only), and budget range — to deliver tailored moving solutions. Quoted ballpark pricing using dynamic rate cards (weight/volume-based) and upsold premium add-ons (packing, storage, insurance) with 28% attachment rate. Managed full-cycle inbound inquiries (phone + chat), achieving 85% same-call booking rate by setting clear SLAs, confirming inventory availability, and locking move slots. Streamlined customer journey with pre-move confirmation calls, digital contracts. Sales agent Independent Contractor at Omega XL Aug 2023 — Oct 2023 Promoted following demonstrated excellence in client engagement and product communication, supported by intensive sales training focused on persuasive techniques and objection handling. Maintained a structured and professional schedule to ensure timely service delivery, follow-up, and adherence to performance benchmarks. Possess comprehensive product knowledge across the Omega XL portfolio, enabling tailored consultations that align with individual client needs and health goals. Built strong rapport with clients through empathetic listening, clear explanations, and personalized walkthroughs of product benefits, fostering trust and long-term loyalty. Ensured precision in capturing and verifying customer personal information, including address and contact details, to prevent service disruptions and dissatisfaction. Applied advanced sales strategies to overcome client hesitations and negative perceptions, converting inquiries into successful transactions. Facilitated seamless communication between clients and internal departments to coordinate special offers, unique promotions, and customized solutions. Delivered high-impact interactions that emphasized the product’s value proposition, resulting in increased retention and repeat purchases. Proficiently managed order processing, promotional campaigns, and pricing inquiries, maintaining a high standard of customer satisfaction and operational accuracy. Intake Specialist at Alonso Attorneys at Law PLLC Dec 2023 — Jan 2024 Facilitated comprehensive intake processes by managing high-volume inbound and outbound client communications across multiple channels (phone, email, SMS), ensuring a professional, empathetic, and client-centered experience. Conducted structured interviews using standardized intake questionnaires to gather critical biographical, legal, and procedural information necessary for evaluating eligibility for immigration remedies and legal services. Assessed client responses to determine appropriate legal pathways (e.g., Adjustment of Status, VAWA, Consular Processing, Humanitarian Relief), aligning recommendations with firm protocols and legal strategy guidelines. Clearly articulated the firm’s services, procedures, and documentation requirements, ensuring clients understood next steps and expectations throughout the intake lifecycle. Scheduled consultations with legal specialists based on case type, urgency, and departmental availability, maintaining transparency and procedural accuracy. Maintained meticulous records of all client interactions, intake data, and case notes in case management systems (Litify and CAMP Legal), supporting downstream legal analysis and operational efficiency. Exercised discretion and professionalism in handling sensitive client narratives, ensuring all information was documented in a trauma-informed and legally relevant manner. Built rapport with clients through active listening, empathy, and culturally competent communication, fostering trust during emotionally complex or high-stakes situations. Adapted intake approach to accommodate diverse client personalities, language needs, and case complexities, ensuring equitable access to legal services. Collaborated cross-functionally with legal assistants, paralegals, and attorneys to ensure seamless case handoff and alignment with legal strategy. Contributed to internal process improvement by supporting the development of Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), and Objection Handling Guides to enhance intake consistency and training. Demonstrated strong multitasking and prioritization skills in a fast-paced, high-volume environment, consistently meeting performance benchmarks and client service standards. Contract Coordinator - Alonso & Alonso Attorneys at Law Jan 2024 — Oct 2024 Directed comprehensive contract life cycle management, encompassing the drafting, legal review, execution, and system integration of service agreements in strict alignment with attorney directives, organizational protocols, and jurisdictional compliance standards. Managed case initiation workflows by assigning appropriate legal remedies, coordinating schedules for client consultations, Meet & Greet sessions, and Declaration appointments, ensuring timely on boarding and procedural compliance. Acted as the primary liaison between clients and legal teams, delivering real-time updates, clarifying service scope, and reinforcing client confidence throughout the engagement. Collaborated closely with Family Law and Removal Defense departments to ensure seamless case progression, remedy alignment, and adherence to procedural timelines. Drafted and maintained comprehensive case documentation, including intake summaries, billing notes, legal milestones, and contract metadata, enabling full visibility and audit readiness across departments. Applied advanced organizational and interpersonal skills to manage high-volume caseloads with diverse legal matters, consistently meeting performance benchmarks and service standards. Verified contract accuracy against Strategy Specialist recommendations, ensuring remedy selection, case classification, and fee structures were properly reflected in case management systems (Litify and CAMP Legal). Coordinated internal handoffs between intake, legal, and billing teams to ensure operational continuity and eliminate service gaps. Ensured all contract types were properly categorized and routed, including: Family Law: Adjustment of Status (AOS), VAWA (Spousal/Parental, I-601 Waivers), Consular Processing, EAD Renewals Removal Defense: Defensive/Affirmative Asylum, BIA Appeals, Stay of Removal Humanitarian Relief: T-Visas, U-Visas, Law Enforcement Certifications Other Agreements: Change of Strategy Contracts, Contract Amendments, Pro Bono Engagements, Personal Injury (PI) Contracts Administrative Contract Coordinator at Alonso & Alonso Attorneys at Law, PLCC Oct 2024 — Oct 2025 Conduct post-execution audits to ensure client data, contract terms by Contract Coordinator, and legal strategies are accurately reflected in Litify and CAMP Legal. Cross-reference Strategy Specialist notes to confirm contract type, case classification, and remedy selection align with legal recommendations. Reconcile payment plans and invoice cycles in collaboration with Finance and Billing teams, initiating amendments or reallocations when discrepancies arise due to strategy changes or matter reassignments. Coordinate new matter creation and facilitate fund transfers from legacy matters to maintain accurate financial tracking. Verify scheduling of required client appointments (Meet & Greet, Declarations, Fingerprinting, Preliminary Packet, Supplemental Packet) with correct teams, durations, and documentation. Manage a diverse portfolio of contract types across departments, including: Family Law: Adjustment of Status (AOS), VAWA (Spousal/Parental, I-601 Waivers), Consular Processing, EAD Renewals Removal Defense: Defensive/Affirmative Asylum, BIA Appeals, Stay of Removal Humanitarian Relief: T-Visas, U-Visas, Law Enforcement Certifications Other Agreements: Change of Strategy, Contract Amendments, Pro Bono, Personal Injury Maintain consistent communication with M&G Specialists, Declaration Writers, Legal Assistants, and Attorneys to ensure seamless onboarding and procedural compliance. Develop and manage department-specific trackers and case logs to support operational transparency and performance monitoring. Standardize documentation templates for opening notes and billing notes to ensure consistency and legal accuracy across all matters. Collaborate cross-functionally in the development of internal operational materials, including Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs), Objection Handling Guides, and New Hire Training Papers, supporting firm-wide knowledge sharing and onboarding efficiency. CORE COMPETENCIES Strategic Client Engagement and Relationship Management Data Collection and Case Eligibility Assessment Advanced Communication and Interpersonal Skills Contract Preparation and Quality Assurance Collaborative Teamwork Across Multidisciplinary Departments Meticulous Documentation and Case Tracking Strong Emotional Intelligence and Conflict Resolution COURSES Keiser University EFL Course Oct 2018 — Feb 2020