Kaitlyn Sanchez

About

Customer service expert with a new found passion for consulting/marketing plans that drive results as well as animal activism. My background, although mostly customer service based, I have had the opportunity to execute social media and marketing strategies. In previous roles, many ideas and work are still being implemented to create positive outcomes and revenue. When I'm not working, I am either playing with my cat, Monroe, reading a book or going down random rabbit holes of ideas and learning new subjects through EdX and other educational sites.

Experience

• Supervisor · YUG Wellness10-01-2025

  ● Supervise and assist Karmis / Front Desk Associates with check-in’s, retail sales and stocking, daily forecasting, & writing detailed contact logs using Mindbody (MBO) platform ● Delivers personalized experience to clients by recommending specific classes and coaches depending on their specific interests ● Act as first point of contact to resolve client issues with creative solutions involving studio related policies and membership inquiries via in person, phone calls and email ● Recommend process improvements based on data insights and team feedback

• Foster Outreach · Linus and Friends2024 – 2025
• Guest Service Representative · John Gore Organization06-01-2022

  ● Process reservations purchases, exchanges and refunds using ticketing system for various shows and events (Aristotle) ● Handles a large volume of incoming client phone calls and emails, with a goal of resolving client inquiries within the initial communication ● Maintains an average of 25 emails resolved per hour and 10-20 calls taken per hour, totaling a total of over 350 customer service tickets closed within an 8-hour workday ● Document client notes within Salesforce and Aristotle to ensure clear communication history and next steps ● Delivers a positive client experience by answering questions and explaining policies within Broadway and Off-Broadway theater venues ● Resolves client escalations immediately consistent with processes and policy standards ● Collaborate with proposals and projects with various internal departments to ensure effective handoffs ● Train new representatives with the job-specific knowledge, systems and policies and procedures

• Sales Associate · Paper Source03-01-2024 – 09-01-2025

  ● Led content creation for the store’s social media platforms, elevating engagement and enhancing the brand within the community ● Creates enticing displays which are neat, tidy and vibrant to the customer ● Provide excellent customer service which is friendly, genuine, and professional, always putting the customers first ● Make the shopping experience engaging and interactive by enthusiastically sharing my knowledge whether face to face or over the phone ● Providing specific recommendations and custom gift wrapping for holiday and special occasion gifts

• Visitor Service Representative · Lower East Side Tenement Museum02-01-2022 – 08-01-2023

  ● Welcome and assist visitors with ticket purchases, membership sign ups and donations ● Maintain high customer service standards while managing visitor flow and enforcing tour protocols ● Handle visitor inquiries and escalations in person at the Visitor Center, over the phone and via email with professionalism and enthusiasm ● Process ticket reservations and refunds using ticketing / order management systems ● Coordinate with the Education department via walkie talkie and face to face interactions to ensure seamless visitor support before, during and after tours ● Set up assisted listening devices for guests as needed

• Program Intern · The Walt Disney Company06-01-2021 – 2022

  ● Actively displayed Disney’s set of guiding principles of the Walt Disney Company within a high call volume area at all times ; Safety, Courtesy, Show, Efficiency and Inclusion ● Directed guests around parks/resorts and provided recommendations based on their questions and interests ● Partnered with multiple departments to ensure quality and effortless transitions for guests and cast members alike

Education

• CUNY BMCCAssociates of Science
• SUNY Empire State CollegeBachelor's of the Arts
• CourseraGoogle Digital Marketing & E-commerce Professional Certificate, Marketing

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