Jerry Sanchez is a bilingual support supervisor with 15 years of experience in customer support roles for British Airways and BCD Travel. He has a track record of achieving organizational goals through sales and service strategies. Sanchez is fluent in Spanish and has experience responding to customer requests by telephone, email, and in-person. He holds certifications in information technology, medical assisting, travel and tourism.

1. Jerry Sanchez
Jacksonville, FL 32256
sanchezJerry6305@gmail.com - 904-553-1328
Bilingual Support Supervisor offering 15 years of experience providing customer support in a fast-paced call
center for British Airways, Corporate Travel BCD Travel (Deloitte account). Highly effective in partnering
with managers to influence revenue and achieve organizational goals through sales and service strategies.
Demonstrated ability to diagnose and fix problems of operating systems, Track record of working with end users
and providing effective Tier 1 also support clients using online system. Hands-on experience in responding,
tracking, and following up to telephone, emails and end user requests for support. Excellent judgment and
leadership skills while maintaining a positive attitude under pressure. Fluent in Spanish.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
WORK EXPERIENCE
Sr. Corporate Travel Consultant
BCD Travel - Jacksonville, FL - December 2014 to Present
Sr.Corporate Consultant's to help companies map out travel arrangements for their employees. This can
include booking flights, arranging transportation to and from the airport, and booking hotel rooms. Corporate
travel consultants also help companies keep their employees' visas and work permits up to date for the
locations they need to travel. In some cases, consultants help employees relocate to a new city, state or
country. Help desk specialist to provide technical support to users in an efficient and accurate manner. Be
considered as the firm’s front liner and will solve basic technical problems and provide support for all assigned
areas.
Main account I'm part of is "Deloitte " there new hire's and training / meeting groups.
Providers and Members Service Representative
AMERIHEALTH CARITAS - Jacksonville, FL - January 2014 to December 2014
2014
Reviews all claim inquiries and applies processing rules to determine allowable benefits for payment. Reviews
services for appropriateness of charges and considers system edits.
Services calls and correspondence from members and/or providers; identifies and/or responds to inquiries,
dissatisfactions, complaints and grievances. Documents all calls in inquiry tracking system. Using established
protocols ensures resolutions provided are presented in a clear and accurate manner. Facilitates problem
resolution and acts as customers advocate.
May perform initial research of member/provider issues. Utilizes internal and external systems to update,
modify and extract member/provider information. Check credit history.
Follows internal process and procedures to ensure activities are handled in accordance with departmental and
company policies/procedures
Reviews phone activity and quality reports to self-monitor performance, quality and productivity standards.
Discusses deficiencies/problems with the supervisor to adjust behavior and work activities as appropriate

2. Responds to and resolves provider and health plan inquiries Inputs claims into the system for appropriate
tracking and processing. Documents file, as appropriate, to support payment decision.
Creates and supports an environment which fosters teamwork, cooperation, respect and diversity. Establishes
and maintains positive communication and professional demeanor with AmeriHealth Caritas employees and
clients at all times.
Supervisor
BRITISH AIRWAYS - Jacksonville, FL - October 2001 to December 2013
Supervises a team of 2-20 employees in a corporate travel office by providing excellent client and employee
support and exhibiting leadership in the areas of problem resolution, customer service, technology knowledge,
and process / policy adherence. Phone answering duties must be voluntary or less than 20% of assigned
duties. Supervisor has on on-site manager at the same location and is not responsible for P&L.. Responsible
for hiring, terminations, writing and delivering performance evaluations.
• Handled fares and ticketing queues over looked fares for domestic fares. And Vendors credit history and
debit too.
Passenger correspondence emails.
• Supported Account Managers, which resulted in an addition $2M in Q1 & Q2 in 2012 -2013.
• Oversaw such vendors as the Executive Club, Refunds, Customer Relations department.
• Served as IATA Rates Supervisor Specialist, calculating complex international itineraries.
• Communicated between passengers and staff at airports during major disruption. By use of phone application,
emails and texts.
• Organized and communicate with sales teams pertaining new Team Project for British Airways including their
airlines partners.
Supervisory Specific
• - Work with manager to determine goals and measurement tools for the team
• - Monitor telephone calls according to office guidelines to monitor quality of call servicing, provide coaching
to improve quality
• - Track and distribute performance against established goals to employees on a routine basis, providing
coaching and development as needed to improve quality
• - Assists in employee recruiting and interviewing
• - Training employee on company and account procedures
• - Handles employee relations issues with the assistance of the manager and HR
• - Writes and delivers employee counseling documents when necessary
• - Maintain good morale and provide recognition to team
Sales Team Manager
BRITISH AIRWAYS HOLIDAY TOURS - January 2000 to October 2001
Managed team of Customer Service Representatives to align performance with company objectives.
Also served as Team Project Manager, supporting and oversee project and initiatives, establishing and
maintaining business processes, updating inventory, preparing business communications, and negotiating
vendor contracts. Led team responsible for day-to-day review of research items sent to purchase, sales and
correspondence divisions.
• Raised customer service quality scores by 17% by hosting 30+ day-long, in-house training and job shadowing
sessions.

3. • Served as floor support mentor for new hires and underproductive representatives to improve performance,
resulting in department and site goals being meet.
• Effectively influenced policy and procedure decisions resulting in standardization of process and protocol.
• Developed and implemented multi-budget management system to accurately track overdue balances on
tours, update credit card statements, process financial transactions and report variances.
• Led team to # 4 positions out of 12 teams in sales.
Supervisory Specific
• - Maintain client / vendor contractual information up to date, work with B.A. Holiday Tours Travel technology
systems to maintain current
• - Work closely with the office Workforce Specialist to ensure proper staffing and service levels
• - Maintain travel data bases as required by client base
• - Monitor team's preferred vendor agreements for air, car, and hotel; provide coaching and training as
necessary to reach targets.
JERRY M.SANCHEZ
SanchezJerry6305@gmail.com 904-553-1328
Sales Agent
BRITISH AIRWAYS HOLIDAY TOURS - Orlando, FL - April 1998 to January 2000
Served as first point of contact for resolving passenger's issues. Held responsibility to answer calls in a timely
fashion while ensuring British Airways core values.
• Handled 60 calls per day pertaining to billing inquiries, products and services.
• In Customer Sales role, exceeded metrics in areas of call resolution time, sales per hour and served as voice
of the customer for British Airways Tours.
• Covered Group desk set up and sold packages for groups of 20 or more customers.
• Selected to participate in Quality Task Team with goal of identifying and recommending strategies for call
center improvement, resulting in higher ratings.
Professional Experience ( Nov 1997 to March 1998 )
AMERICAN VACATIONS INC, Las Vegas, NV
Lead Agent
Handled customers' travel related requests in airline ticketing arrangements, hotel accommodations and car
rentals resulting in maximized profitability.
DISCOVER TRAVEL, Las Vegas, NV ( Dec 1998 to March 1998 ) ( Part time job )
Travel Agent
Responded to price quotations for domestic and international itineraries.
AMERICAN VACATIONS INC, Orlando, FL (2nd Office) ( June 1996 to Nov 1997 )
Sales
EDUCATION
AS in Information Technology
Keiser University - Jacksonville, FL
October 2014 to December 2016
Certified in Medical assistant
Stanford brown institution - Jacksonville, FL

4. 2006 to 2007
Certified of Travel and Tourism in Tourism
Orlando School of Travel and Tourism, Central Orlando. - Orlando, FL
1996 to 1997
Diploma in Computer Science
Thomas A.Edison Voc/Tech High School - Jamaica, NY
1985 to 1989
SKILLS
Workin knowledge of help desk software, databases and remote control,Travel Industry GDS systems
(Sabre, Amadeus, Worldspan, Google ITA). Possesses curiosity and enthusiasm for the travel industry.
Also access to ms sheet on credits and debits with airline (5 years), Supervisor sales team (10+ years),
Track, route and redirect problems to correct resources, Walk customers through problem solving process,
Follow up with customers, provide feedback and see problems through to resolution also provide technical
support to users in an efficient and accurate manner. (10+ years), Corporate Travel (5 years), Airlines,
IATA Rates Fares (10+ years), IT SUPPORT SKILLS; ● Windows XP, 7, 8 ● System Upgrades ● Printer
troubleshooting● LAN/WAN (2 years)
LINKS
http://LinkedIn.com/in/JerryMAzaanSanchez
CERTIFICATIONS/LICENSES
CompTIA A+,
April 2015
ADDITIONAL INFORMATION
* Perform all functions of people management for a team of agents who provide sales and service support
for premium customers.
* Give real-time guidance to agents regarding procedural, technical and policy issues as a first level escalation
point.
* Administer daily/weekly timekeeping process to account for agent work time.
* Track and report monthly agent ticketing and productivity statistics for the Performance Related Pay program.
* Manage performance through regular feedback sessions
* Provide formal Performance Evaluation for all agents at prescribed intervals
* Research and follow up on customer issues to see them through to conclusion.Created reports for Call Center
Teams and delivered results to upper management via briefings, email, and occasionally face to face. Led
an operations team that handled call flows, reports, schedules, vacations, overtime, manpower planning, shift
trades, and performance related pay. Worked to reduce budget recharges. Involvement in the implementation
of change management projects. Daily management of attendance and punctuality.
• Achieved a 30% increase in efficiency by the Operations team.
• Led a Customer Relations team that handled customer complaints.
• Served on a project team to transition work overseas due to the call center closing.
• Served as a People Support Manager to help employees through call center closing.

5. • Coordinated employees transition to termination by helping them choose career management courses,
setting up appointments with EAP, Worksource, etc. for better overall morale.
• Achieved a 40 - 60% reduction in budget recharges to the call center.
• Awarded Manager of the Month in July 2005, June 2008, and February 2012.
• Led several projects: introduced performance management to all employee levels, increased bandwidth for
better efficiency, launched several new product implementations, revised the training curriculum for better
efficiencies and retention.
• Served as liaison for Jacksonville call center to many global locations.