Customer Service Manager

Cynthia A. Garcia

San Antonio, Texas *****

210-***-**** ********@*****.***

www.linkedin.com/in/cynthiaagarcia29

A business professional with experience as a strategic member of corporate leadership teams. Successful in resolving customers’ concerns, strong business background and a visionary with the ability to lead teams.

Project Management

Salesforce

Public Speaking - Presentations

Leadership

Compliance

Event Planning

Labor Relations

Data Networking

MS Office

Marketing

Community Outreach

Fundraising

Business Development

Strategic Planning

Data Analysis

Process Improvement/ Change

Program Management

Professional Summary

Wells Fargo June 2018 to October, 2018

IT Enterprise Lifecycle Project Coordinator (Contractor)

Overall Summary: Worked independently and as part of Lifecycle IT Team to coordinate lifecycle lifecycle migration of program to update all computers to new program. This applied to all locations. Project management methodology in use, and maintained records, changes to keep all on track and meet timelines.

Demonstrated ability to work independently and as part of Lifecycle team

Demonstrated understanding of project management concepts

Solid organizational skills to include multitasking and time management

Communicated effectively on lifecycle projects, tasks and obstacle for completion

Maintain records, analyze data including flowcharts, pivot tables, disseminate information to include correspondence

Track work throughout its lifecycle to ensure critical information is captures and shared

STATE OF TEXAS HOUSE OF REPRESENTATIVES 2018-2018

Staff, Database Administration

Overall Summary: Worked independently and as part of Staff to build, update and maintain database

of constituents, elected officials, and business contacts. Assist staff with constituent concerns and

documentation of said questions, concerns.

Build, update, maintain database

Respond, address constituent concerns

Document concerns, questions into state system

Document referrals to respective services, offices provided to constituents

Assist representative with speaking point for events

HVHC Inc. 2012- 2017

Specialist Clinical Programs:

Overall Summary: Worked independently with senior level HVHC, Davis Vision and Visionworks management and leadership on managing and implementing projects of yearly peer review, quality of care, client quality management, internal and client clinical quality audits and reporting. Managed and collaborated 30 consultants (0ptometrists and ophthalmologists) to perform audits. Developed processes, updates on guidelines. Planned and executed annual meeting for and with consultants.to include compliance training, updates on guidelines for audits.

Reported on analysis of audits as requested by leadership, business clients or Federal and state offices; analyzed data

Analyzed audits, communicated results to providers, explaining their standing, deficiencies with examples, established corrective action plans

Managed, coordinated and implemented HVHC clinical quality programs to include 2800 yearly peer review audits, performance evaluation summary, quality of care audits, client quality management audits, internal and client clinical quality reporting

Responsible for management of communication between assigned key accounts (DavisVision, Visionworks) and HVHC

Assists, or leads in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards

Developed and maintained clinical quality policies and procedures and any updates to include website and manual

Managed, collaborated with 30 Regional Quality Assurance Reviewers (RQAR- 30 Davis Vision optometry/ ophthalmology consultants) to ensure assignments were managed and reported according to contract expectations

Developed process and programs for requested diabetic studies by business clients and Davis Vision

Worked with Compliance offices to review, update and gather all documentation for internal audits, client audits, and required insurance department filings in timely manner

Planned, implemented and executed yearly annual meeting of the Regional Quality Assurance Reviewers (RQAR)

Reach Out Actively Recruit San Antonio (ROAR) 2011 to 2012

Business Development Manager

Overall Summary: Build and maintain relationships with company hiring managers and recruiters for mentoring, and providing career opportunities for ROAR Job seekers, and provide these companies with database of experienced and qualified job seekers. Provide job seekers with opportunity to network with hiring managers and have access to career fairs, job openings and classes.

Built and maintained relationships with Human Resources hiring managers, recruiters, and staffing company recruiters, job seekers to establish value of ROAR

Maintain website, build and maintain databases of over 800 hiring managers, recruiters, job seekers

Marketing of career fairs, networking mixers, and courses offered through ROAR

Planning and implementation of networking mixers, career fairs

Recruit and engage members for a variety of community projects or community involvement

Presentations and delivery of ROAR initiatives and services to diverse groups at mixers or career fairs

University of Phoenix 2008 to 2010

Corporate Education Liaison

Overall Summary: Establish and maintain decision makers within assigned verticals, gain agreement of companies on value of partnerships with the University based on their educational needs. Present the value of education at the University to employees and impact on their career path, and meet University’s enrollment goals and objectives.

Develop partnerships with companies and school to partner in enrolling employees through university programs by providing credits via company trainings considered accredited

Develop relationships with senior level managers and stakeholders within assigned vertical

Presentations to employee groups from 2 to 300+ on value of educational programs available at University for working adults and impact to employees growth within their workplace

Prepared, delivered or presented targeted message on education to diverse audiences

Plan, implement, and market education, career, health and employee recognition fairs to diverse employees groups through variety of mediums

Met, exceeded recruitment and enrollment goals and objectives

AT&T 1987 – 2004

Customer Service Manager

Customer Project Manager Data Services

Global Services Project Manager

Attendance Manager

Team Development Leader

Overall Summary: As project or service manager, identify major accounts data networking needs, sell product and service, develop project from initiation, implementation to completion while negotiating delivery dates and product in timeline agreed upon, and served as point of contact for maintenance, escalations, and stewardship. Attendance manager included managing customer representative’s attendance up to and including disciplinary steps. Supported, trained, coached and developed customer representatives on products, services, and expected customer service skills in both English and Spanish call center.

Led two teams of customer representatives (57) in areas of long distance, local service, wireless and internet to include training of product, customer service, their development and evaluations both English and Spanish Centers.

Educated, reinforced attendance policy, FMLA, Workman’s Compensation, Ergonomics, EEOC policies to 157 customer representatives in expected time frame

Managed major accounts (10) for identifying needs in data networking to include presentation of recommended product, sale of product and initiate project and its scope

Served as maintenance and escalation manager of each client and their project to include negotiation of time and or product delivery

Responsible for all presentations to include stewardship reports to each client and performance on Service Level Agreements

Engaged and motivated upper level management and employees to participate in community involvement via United Way and Hispanic Association of AT&T Employees (HISPA)

Education and Training

BA Sociology, Psychology Our Lady of the Lake University, San Antonio, Texas

Accomplishments

Outstanding Customer Service

Outstanding Team Development Leader

Salesperson of Quarter AT&T

Yearly Awards Community Service

Hispanic Association of AT&T Employees (HISPA) President San Antonio Chapter, National HISPA Chapter Board Member

Hispanic Chamber Member

Yearly Awards Dedication to Diversity

AT&T Co Chair United Way

Best Presentations University of Phoenix

HVHC Captain Step Out to Walk American Diabetes Association

American Diabetes Association Board Step Out to Walk

Northwest Vista College Business Council

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