Juanita Velasquez Sanchez Customer Service & Team Leader | Virtual Assistant |

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Talent Consultant

Pinnacle People

Mar 2024 - Jul 2025 (1 year 5 months)

Managed full-cycle recruitment: reviewing applications, conducting interviews, assessing skills, and validating candidate documentation. Assessed candidates' previous experience and English proficiency to ensure alignment with client needs. Activated candidate accounts upon successful completion of the onboarding process and documentation verification. Coordinated with clients nationwide to fulfill temporary or specialized staffing requests. Provided support to the bookings, HR, and finance teams in handling inquiries, complaints, and irregularities.

Logistics coordinator

Lean Solutions Group

Aug 2022 - Jul 2023 (1 year)

Tracked and updated the status of shipments for national and international clients. Communicated directly with drivers to manage delays, issues, or route changes. Acted as link between shippers, receivers, and clients to ensure smooth delivery and issue resolution. Supported onboarding and training of new advisors in operational procedures.

Team Leader / Customer Service Agent

ContactPoint 360

Aug 2021 - Aug 2022 (1 year 1 month)

Team Leader Led a team of customer service agents in a client campaign, focusing on KPIs such as CSAT, AHT, and process compliance. Created personalized and group action plans to improve performance and meet targets. Attended meetings with clients and internal departments to align on strategy and maintain service quality. Managed payroll, leave requests, vacation scheduling, and disciplinary processes in coordination with HR and Legal. Customer Service Agent – Cross-Selling Campaign Handled multichannel customer service while meeting cross-selling goals. Balanced sales performance with high-quality service delivery. Logged interactions and followed up on open cases to ensure resolution.

Customer Service & Collections Agent

Foundever

Oct 2019 - Jul 2021 (1 year 10 months)

Provided customer support through inbound/outbound calls, chat, and email. Acted as intermediary between clients, supervisors, and escalation teams to resolve issues effectively. Performed collection activities, including calls, payment plan setup, and account follow-ups. Evaluated agent performance and supported quality improvement plans. Additionally, trained new hires on processes, tools, and job expectations during onboarding. Leveraged strong organizational, communication, and multitasking skills, which are directly applicable to administrative assistance, by maintaining accurate records, processing payment arrangements, and handling sensitive data while providing exceptional customer service and managing collections across multiple ch

Juanita Velasquez Sanchez

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