Danaé Sancho
San Nicolás
Summary
Experienced customer service professional with 10+ years in account management, order processing, and client relationship management. Proficient in utilizing CRM tools like Salesforce and SAP to streamline operations and drive results. Recognized for building trust through exceptional interpersonal skills, problem-solving abilities, and a proactive approach to meeting client needs. Skilled in forecasting, pricing, billing processes, and collections. Developed strong communication and problem-solving skills in a fast-paced, multilingual environment. Excels in handling diverse interactions and quickly adapting to changing requirements. Seeking to leverage bilingual communication and client relations skills to provide significant value in a new field.
Overview
2025
2025
years of professional experience
Work History
Bilingual Agent
Early Career and Beginnings
Sr. Customer Service Specialist
Barry Callebaut Group
06.2024 - 12.2024
- Increased order accuracy by 18% within two months by maintaining and optimizing customer knowledge bases in Salesforce, and strengthening client relationships through email, chat, phone calls, and video meetings
- Processed up to 45 new POs daily in SAP, optimizing logistics to ensure on-time and cost-effective deliveries using alternatively Excel/Google Sheets, Salesforce, TMS, Asana, Microsoft 365 among others.
- Managed planned shipping schedules, accommodating delays and customer requests for seamless operations.
Early Stage Collections Agent
Segoso Caribbean
12.2023 - 06.2024
- Managed 116+ accounts monthly, resolving billing disputes and achieving $3M in monthly collections
- Improved payment efficiency with tailored outreach strategies and cold calling in a call center setting
- Improved payment efficiency with tailored outreach strategies and cold calling in a call center setting.
Customer Support Agent
SoLo Funds
01.2022 - 10.2023
- Improved SLA adherence by 30%, utilizing data-driven insights for process reinforcement with Zendesk, Hubspot, and Intercom to interact with customers through email, phone, and chat
- Delivered actionable feedback via daily reports, achieving a 4.76/5 customer satisfaction rating
- Escalated fraud-related and technical concerns with precise documentation for swift resolutions, seeking always excellence and a great company reputation.
Customer Support Agent
Reman Group
01.2021 - 11.2021
- Streamlined warranty claims processes and addressed shipping and installation challenges, using Freshdesk, automating processed through Zapier with DocuSign and similar software solutions
- Successfully managed chargeback disputes to protect company assets.
Remote Freelancer
UpWork and ModSquad
01.2017 - 02.2021
- Gained remote work experience through the UpWork talent pool, collaborating with clients on various tasks like social media content moderation, video game streaming moderation, locksmith services, ghostwriting, SEO-focused translation, appointment setting, surveys, lead generation, etc
- I learned to use Slack, Asana, Trello, Monday, Zendesk
- Freshdesk, Salesforce, and more
- These experiences allowed me to adapt quickly to self-paced training to become a product expert for each project
- Ensured courteous and helpful communication to provide exceptional customer experiences in every interaction.
Customer Support Agent
OwnLocal
01.2019 - 11.2020
- Resolved technical, billing, and SEO-related issues, to meet compliance regulations and enhance client satisfaction
- Conducted SEO tracking, proofreading, and tech support to enhance customer outcomes.
Customer Support Agent
AT&T Wireless
06.2004 - 07.2015
- I worked for call centers outsourcing services for, AT&T Wireless, GE Money Bank, and Lenovo as a Customer Service Agent , Back Office Agent, and Accounts Receivable respectively
- I gained skills as an empathetic active listener, critical thinker, and problem solver
- I became acquainted with KPIs and improved my business English writing, I became a detail-oriented person and learned the ins and outs of each role
- As an English Teacher at Secretaria de Educacion Publica and private institutions, I developed and implemented engaging lesson plans using practical and creative techniques, enhancing audience engagement while teaching multiple large groups
- This experience honed my organizational skills and taught me to approach others with confidence and friendliness, fostering a positive and collaborative learning environment.
Education
Bilingual Business Management
I.T.E.S.M
Skills
- Committed to continuous improvement and delivering impactful outcomes
- CORE COMPETENCIES
- Customer Service & Account Management:
- Relationship-building, contract management, and client-focused solutions
- CRM & Tools Expertise: Salesforce, SAP, Zendesk, Freshdesk, Asana, Trello, and Slack
- Operational Efficiency: KPI adherence, logistics coordination, and issue resolution
- Adaptability: Quick learner, effective in remote, hybrid, and fast-paced environments
Languages
- English C2 (exceptional mastery with strong proficiency in business verbiage and the ability to communicate effectively and professionally across diverse cultures.)
- Spanish: Native Speaker
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Sr. Customer Service Specialist
Barry Callebaut Group
06.2024 - 12.2024
Early Stage Collections Agent
Segoso Caribbean
12.2023 - 06.2024
Customer Support Agent
SoLo Funds
01.2022 - 10.2023
Customer Support Agent
Reman Group
01.2021 - 11.2021
Customer Support Agent
OwnLocal
01.2019 - 11.2020
Remote Freelancer
UpWork and ModSquad
01.2017 - 02.2021
Customer Support Agent
AT&T Wireless
06.2004 - 07.2015
Bilingual Agent
Early Career and Beginnings
Bilingual Business Management
I.T.E.S.M
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