Justin Emmanuel Sanchez

About Justin Emmanuel Sanchez

My name is Justin Sanchez and I am a Customer Experience Manager at Tellus Power North…

Experience

1. Customer Experience and Support Manager

   Tellus Power

   Feb 2025 — Present · Irvine, CA, US

   Deliver on-site and remote support for EV charging stations, resolving 95% of hardware, software, and network issues within SLA to minimize downtime.Manage customer access and credentialing (RFID, app, account resets), ensuring secure and seamless charging experiences for drivers and site hosts.Oversee field troubleshooting, repair coordination, and retrofit projects, driving a 20% reduction in repeat service calls through proactive diagnostics and firmware updates.Lead asset tracking and maintenance for charging equipment, maintaining >98% hardware return and uptime rates.Partner cross-functionally with engineering, operations, and customer success to improve workflows, contributing to a 15% boost in charger uptime year-over-year.Train field technician, testing engineers, and production team on safety and equipment utilization, resulting in a 25% increase in quality on production line. Create detailed documentation and reporting to drive process improvements, cutting average resolution time by 30%.

Education

• Springboard

  UX/UI Design Certification, UX/UI Design

• University of Houston

  Bachelor’s Degree, Computer Engineering Technology

  2011 — 2016

Skills

• Microsoft Powerpoint
• Microsoft Excel
• Ajax
• Logic Pro
• Leadership
• Adobe Photoshop
• Data Analysis
• Teamwork
• Microsoft Word
• Bootstrap
• Public Speaking
• Microsoft Office
• Digital Video
• Node.js
• Customer Service
• Spotify Api
• Studio Recording
• Photoshop
• Javascript
• Jquery
• Github
• Hardware Diagnostics
• Wordpress
• Linux
• Responsive Web Design
• Automated Software Testing
• Audio Post Production
• Html
• Cascading Style Sheets (Css)