Customer Experience Senior Manager

JENNIFER LEE GARCIA

Chandler, AZ ***********.**@*****.*** 480-***-**** LinkedIn

Customer Engagement & Satisfaction Consultative Sales Strategic Planning

SENIOR MANAGER, CUSTOMER EXPERIENCE

15+ years of experience accelerating profitability by effectively owning the customer experience to consistently deliver exceptional service. Strong background in developing customer experience strategies, driving human touch for consumers, reducing critical issues for audiences, fostering strategic initiatives, and enhancing process improvements. Excel at bolstering productivity and efficiency to obtain maximum benefit and reduce risks Recognized as a forward-thinking problem-solver who consistently executes strategies with precision. Managed X employees.

AREAS OF EXPERTISE

Customer Acquisition Project & Task Management Persuasive Communicator Customer Focus Analysis Cross-Functional Collaboration Repeat/Referral Business Generation Complaint Management Reporting Organization Decision-Making Innovation Self-Motivation MS Office Suite (Excel, Office, PowerPoint, Word)

WORK EXPERIENCE

Communication Specialist/ Shift Leader/ Assistant Operations Manager 2012 – PRESENT

MedAire, International SOS

Lead high-performing team of 10-15 coordinators in delivering exceptional customer experiences in call center environment, enhancing SLAs and successfully managing multiple projects in high-pressure environment. Foster cross-departmental collaboration, monitor case volume, mitigate customer concerns, implement new products, and introduce strategic initiatives that enhance service quality and operational efficiency. Develop training materials, coach team members, and conduct performance reviews. Focused on enhancing SLAs and monitored case volume.

●Achieved increase in overall efficiency and significant reduction in service-related complaints by effectively directing daily operations across multiple regions.

●Improved team performance and customer satisfaction by implementing new product rollouts, developing case management guidelines, and creating comprehensive training materials.

Senior Transaction Processor 2011 – 2012

ACS – Tempe, AZ

Facilitated Title IV funding acquisition for both new and existing students in varied academic schedules. Determined and allocated eligible funds post-enrollment cessation, and processed funds using several applications. Exhibited expertise in comprehensive data management, including review, verification, auditing, monitoring, and reconciliation.

●Ensured compliance with federal regulations and maintained high accuracy in fund allocation by efficiently packaging and processing Title IV funding for students.

●Surpassed monthly production quotas and quality benchmarks consistently by optimizing transaction processing workflows and implementing best practices.

Property Loss Draft Service/ Claims/ Auto Insurance Specialist 2008 – 2009

Balboa Insurance – Chandler, AZ

Drove smooth operations and stellar customer service by proficiently engaging with clients, third-party customer service, contractors, and upper management through various communication channels. Oversaw call handling times, ensured timely and accurate data processing, and maintained active policies with strong grasp of insurance coverage requirements. Trained new hires and provided internal support, equipping them with essential skills to excel in their roles.

●Reduced abandoned call rates by savvily managing high-volume production department by accurately analyzing call handling metrics to identify inefficiencies and implementing targeted solutions.

●Recognized for exceptional service delivery, consistently receiving commendations for handling average of 100 clients per shift.

Earlier Roles Include:

Recovery Specialist – Iqor, Chandler, AZ

Championed successful collection strategies for delinquent Sprint/Nextel accounts, ensuring compliance with collection guidelines. Provided expert handling of accounts facing short-term payment challenges, delivering tailored solutions to meet customer needs. Maintained impressive average of 60+ calls per hour using predictive dialer. Recognized as top collector in department of 50, holding number one position throughout entire duration of employment.

Account Executive – Direct Alliance, Tempe, AZ

Catalyzed revenue growth for commercial division by proactively reaching out to both new and existing Best Buy for Business clients, establishing and nurturing relationships. Catered to clients’ specific needs and aspirations, helping them achieve their future technology goals by providing tailored solutions and exceptional service.

Loan Consultant/Receptionist – Real Estate Center of La Mesa, La Mesa, CA

Specialized in soliciting and originating mortgage loans for new home purchases and refinancing, offering bespoke loan solutions to align with clients’ financial profiles. Conducted detailed assessments of credit reports and income statements, and underwrote income versus debt and asset valuations. Managed all office operations, including handling client communications via email, phone, mail, and fax, and supported loan processors, loan consultants, and Realty Agents.

Sales Support/ Business Development Representative – Toyota of El Cajon, El Cajon, CA

Directed inbound sales calls and follow-ups with prospective Toyota customers, significantly boosting engagement and conversion rates. Played pivotal role in lease turn-ins, collaborating directly with Toyota Financial to streamline vehicle grounding in inventory. Contributed to 25% increase in new and pre-owned automobile sales each month. Renowned for establishing instant rapport with clients, earning recognition as top inbound sales agent in business development center.

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