Johnnie Garcia

**** ******** **. ***. * ***

Wheatridge, CO 80033

Cell: 720-***-****

Email: ad3r5e@r.postjobfree.com

Summary

Diligent Customer Care Representative equipped to manage high-volume incoming calls and customer inquiries. Remains calm, level-headed and analytical in face of challenging demands. Builds rapport and addresses concerns quickly and effectively to improve customer relations, enhance loyalty and increase sales. Hardworking customer service professionals focused on satisfaction and retention. Works quickly to address challenges and uses critical thinking and resourceful nature to manage complex concerns. Answers questions, resolves issues and exceeds established service standards. Troubleshoots technical issues. allowing for customer satisfaction without unnecessary escalation of support calls. Dedicated professional with demonstrated strengths in customer service, time management, Good at troubleshooting problems and building successful solutions. Excellent verbal and written communication with a strong background cultivating positive relationships and exceeding goals. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hard working, ethical and detail oriented.

Professional Experience

Albertsons floral designer/Customer Service Representative

July 2022- January 2023

Utilized expert communication skills to collaborate with customers and design bouquets, corsages and other floral pieces to meet requirements.

Created tabletop and various other custom arrangements or pieces.

Provided instruction on how to care for flowers, including ideal temperature and how often water should be changed.

Maintained portfolios of artistic work to demonstrate styles, interests and abilities.

Ordered and maintained floral inventory and supplies to meet customer demand and offer seasonal varieties.

Watered plants and cut, conditioned and cleaned flowers and foliage for storage.

Promoted customer satisfaction by recommending flower pairings and greenery options for floral arrangements.

Prepared and processed floral orders to customer specifications via phone or resulting from in-store consultations.

Processed sales transactions via cash register and telephone orders.

Processed new flower and greenery shipments by stripping leaves below waterline, cutting new flowers, mixing flower food solutions and filling floral containers with food solutions.

Metro PCS – Los Lunas, NM March 2019 – April 2022

Customer Service Representative

• Problem solver and source for customer inquiries, answers phones daily and provides patrons with billing resolutions, clarifications, and fixes product or service issues.

• Strong interpersonal and listening skills prove key characteristics that candidates may possess.

• Meet department productivity and quality standards, ensure customer retention through outstanding services.

• Trouble shoot and solve issues dealing with services.

• Confirmed payments, refunds, etc.

• Resolved payment and order disputes.

• Provided excellent technical support.

• Operated the live chat.

• Wrote call center scripts.

Toys ‘R’ Us May 2016 – January 2018

Customer Service Representative

• Answered customer questions about policies and procedures with a friendly and knowledgeable approach.

• Investigated and resolved customer concerns related to order inquiries and delivery tracking.

• Achieved first call resolution for majority of customer contacts using expert knowledge of services and internal systems.

• Identified and flagged recurring customer complaints with the manager.

• Improved customers' experiences with targeted product and service recommendations.

• Maintained up-to-date understanding of ordering and returning processes and policies.

• Provided accurate and timely progress and scope of work reports to the manager.

Walmart – Albuquerque, NM May 2015 – January 2016

Customer Service Representative

• Answered customer questions about policies and procedures with friendly and knowledgeable approach.

• Investigated and resolved customer concerns related to order inquiries and delivery tracking.

• Maximized satisfaction by anticipating needs and consistently offering expert support.

• Handled customer inquiries, payments, and service requests.

• Followed up with customers to offer additional support and check resolution satisfaction.

• Informed customers of promotions and special offers to increase sales.

• Documented, researched, and resolved customer service issues.

• Answered inbound calls to handle various concerns, set appointments and close sales.

• Managed customer calls efficiently in a fast-paced call center environment.

SITEL DirecTV – Albuquerque, NM March 2013 – February 2015

Customer Service Representative

• Documented, researched and resolved customer service issues.

• Collaborated with colleagues and co-workers to deliver quality customer experience.

• Build trusting relationships with customers to better understand needs.

• Processed customer exchanges, refunds and bill adjustments to correct product or service problems.

• Addressed and resolved customer concerns and complaints.

• Attended regularly scheduled video conferences for team meetings and one-on-one coaching.

• Navigated multiple computer systems and utilized search tools to find information.

• Kept records of customer interactions or transactions, recording details of inquiries and actions taken.

• Compared disputed merchandise with original requisitions and information from invoices to prepare invoices for returned goods.

• Referred unresolved customer grievances to designated departments for further investigation.

• Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software.

• Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.

• Conferred with customers by telephone.

• Set up customer accounts in the system and updated details to reflect current information.

Securitas – Albuquerque, NM February 2012 – February 2013

Unarmed Security Officer

• Handled property and medical emergencies with calm, level-headed approaches.

• Monitored property, staying alert to signs of suspicious activity and persons.

• Responded to and investigated alarms and verified normal activities before clearing warnings.

• Prevented property violations and rule infractions with continuous premises monitoring.

• Checked function and security of doors, windows, and gates regularly.

• Managed daily reporting for routine activities and notable incidents.

• Assisted employees and guests with knowledgeable support for diverse needs.

• Helped eliminate criminal activities and prosecute violators by working closely with local law enforcement personnel.

• De-escalated conflicts using verbal and physical techniques.

• Minimized risk of breaches by securing locks and doors.

• Identified security issues with foot patrols of buildings and grounds.

• Locked doors and gates of entrances and exits to secure buildings.

• Managed building entrances and exits, manning security stations and preventing unauthorized access.

• Partnered with local law enforcement to handle criminal investigations and collect evidence for prosecution.

• Kept management updated on security activities and incidents with detailed daily reports.

Education

Valencia High School – Los Lunas, NM

High School Diploma

Skills

• Software Troubleshooting

• Telemarketing

• Help Desk

• Operating Systems

• Customer Service

• Desktop Support

• VPN

• Computer Networking

• Linux

• Remote Access Software

• Information Security

• Mac OS

• Computer Hardware

• Microsoft Office

• Excel

• Outlook

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