Lenin Sanchez
@leninsanchez
Customer operations and team leadership specialist driving performance.
HondurasWhat I'm looking for
I am a results-oriented customer operations and team leadership specialist with extensive experience in high-volume contact centers, HR support, and technical customer service. I have led remote teams, coached agents, and implemented data-driven improvements that raised productivity and key metrics.
My background spans HR operations, technical support, quality assurance, and reporting using tools like Amazon Connect, Zendesk, Calabrio, CRM systems, and Microsoft 365. I have managed absence inquiries and streamlined timekeeping and ticketing to support accurate payroll and secure data alignment for large employee groups.
I bring a hands-on, analytical approach to operations and people management, combining technical skills (Python, MySQL, Arduino basics) with strong communication and coaching abilities. I am committed to continuous improvement and helping teams exceed performance goals.
Experience
Work history, roles, and key accomplishments
Human Resource Assistant
Ibex Co.
Jan 2025 - Jul 2025 (6 months)
Managed and resolved absence inquiries for 100+ Amazon employees, streamlined timekeeping and ticketing processes to ensure accurate payroll and data alignment, and used HR tools to improve operational efficiency.
TEDelivered high-volume customer and technical support, consistently exceeded QA metrics, and leveraged communication tools to resolve issues and support sales.
Team Lead (WFH)
Intouch CX
Mar 2022 - Aug 2024 (2 years 5 months)
Led and coached a remote team from March 2022 to August 2024, improving productivity and key metrics through data-driven reports and personalized coaching plans.
Subject Matter Expert (WFH)
Intouch CX
Aug 2021 - Mar 2022 (7 months)
Provided operational support and mentoring to team leaders and agents, improved workflows and report creation, and delivered targeted coaching to enhance client support.
Universal Agent (WFH)
Intouch CX
Mar 2021 - Aug 2021 (5 months)
Served as a Universal Agent providing sales, technical support, and customer service while consistently meeting KPIs and maintaining QA standards.
Education
Degrees, certifications, and relevant coursework
CEUTEC
Bachelor of Science, Electronics Engineering
Pursuing a Bachelor of Science in Electronics Engineering with expected completion in 2030.
Tech stack
Software and tools used professionally
Availability
Location
HondurasAuthorized to work in
Job categories
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