Lilian Sanchez
Maricopa
Summary
Results-driven operations and client services professional with over 10 years of experience in customer support and issue resolution. Expertise in investigating concerns, interpreting policies, and delivering effective solutions in fast-paced environments. Skilled in de-escalating conflicts, fostering trust among diverse populations, and collaborating across departments to enhance customer outcomes. Bilingual in English and Spanish.
Overview
13
13
years of professional experience
Work History
Quality Assurance Auditor
Kemper Auto
03.2023 - Current
- Investigate policy files and customer-related transactions to ensure compliance, accuracy, and adherence to company guidelines.
- Analyze incomplete or conflicting information and make recommendations based on documented findings and policy requirements.
- Identify process gaps and operational risks, providing actionable recommendations that improve consistency and customer outcomes.
- Collaborate with cross-functional teams to resolve complex issues and implement corrective actions.
- Maintain detailed documentation of findings while ensuring accuracy and compliance standards are met.
- Apply company policies objectively while balancing fairness, accuracy, and customer impact.
Development Director
Aliento Education Fund
08.2022 - 03.2023
- Led relationship management efforts with donors, community partners, foundations, and government agencies.
- Managed sensitive communications while balancing organizational objectives and stakeholder expectations.
- Developed strategic fundraising initiatives and monitored performance metrics to improve engagement and retention.
- Collaborated with executive leadership to establish goals, budgets, and operational priorities.
- Analyzed stakeholder feedback and engagement trends to identify opportunities for improvement.
Field Manager
Newins, LLC
11.2021 - 08.2022
- Managed operations across eight retail locations and supported a team of 12 sales professionals.
- Resolved escalated customer concerns and operational issues by gathering information, assessing options, and implementing solutions.
- Conducted performance reviews and coaching sessions focused on customer service, policy compliance, and operational consistency.
- Developed standard operating procedures and workflows to improve service quality and efficiency.
- Partnered with leadership teams to identify operational trends and implement corrective actions.
Family & Community Liaison
Aliento Education Fund
06.2021 - 08.2022
- Served as a trusted resource for individuals navigating complex application and documentation requirements.
- Guided clients through sensitive situations requiring empathy, active listening, and problem-solving skills.
- Investigated individual needs and connected families with appropriate resources and support services.
- Developed educational materials, FAQs, and process guides that improved understanding and reduced repeat inquiries.
- Partnered with community organizations and leadership teams to resolve issues and improve service delivery.
- Built trusted relationships with diverse populations while maintaining professionalism and confidentiality.
Sales Designated Agent
Newins, LLC
03.2020 - 11.2021
- Managed customer relationships across multiple markets while providing personalized guidance and support.
- Assisted customers in understanding products, services, and processes while ensuring a positive customer experience.
- Maintained strong business relationships and collaborated with internal teams to address customer concerns.
- Monitored performance metrics and contributed to continuous process improvement initiatives.
Social Media Manager
Newins, LLC
06.2018 - 03.2020
- Managed customer engagement across digital platforms and responded to inquiries in a timely and professional manner.
- Developed content strategies designed to improve customer engagement and brand awareness.
- Analyzed campaign performance and customer feedback to identify opportunities for improvement.
- Collaborated with internal teams to support customer acquisition and retention initiatives.
District Manager
Newins, LLC
05.2015 - 06.2018
- Supervised teams across multiple locations while ensuring consistent customer service and operational execution.
- Investigated operational issues and implemented solutions that improved customer satisfaction and team performance.
- Coached team members on communication, conflict resolution, and customer service best practices.
- Planned community engagement initiatives and events to strengthen customer relationships and brand awareness.
Human Resources Coordinator / Recruiter
DriveTime
10.2013 - 05.2015
- Coordinated candidate screening and onboarding processes to ensure smooth integration of new hires.
- Collaborated with multiple departments to improve efficiency and ensure consistent execution of HR processes.
- Guided employees and candidates in navigating questions and concerns to enhance understanding of HR processes.
- Maintained accurate records and documentation to uphold compliance with company procedures.
Education
Bachelor of Arts - Business Administration (Tourism & Hospitality Management)
Arizona State University - W.P. Carey School of Business
Tempe, AZSkills
- Quality Assurance
- Quality Control
- Regulatory Compliance
- Process Improvement
- Root Cause Analysis
- Data Analysis
- Project Management
- Stakeholder Engagement
- Microsoft Office
- Bilingual: English & Spanish
- Relationship management
- Bilingual: English & Spanish
Timeline
Quality Assurance Auditor
Kemper Auto
03.2023 - Current
Development Director
Aliento Education Fund
08.2022 - 03.2023
Field Manager
Newins, LLC
11.2021 - 08.2022
Family & Community Liaison
Aliento Education Fund
06.2021 - 08.2022
Sales Designated Agent
Newins, LLC
03.2020 - 11.2021
Social Media Manager
Newins, LLC
06.2018 - 03.2020
District Manager
Newins, LLC
05.2015 - 06.2018
Human Resources Coordinator / Recruiter
DriveTime
10.2013 - 05.2015
Bachelor of Arts - Business Administration (Tourism & Hospitality Management)
Arizona State University - W.P. Carey School of Business