Data Entry Professional
Resume:
Joel Garcia
****.****.******@*****.***
Arizona
ㅡ
Summary
Customer Service Operations professional with a decade of experience in various industries. Have contributed to work spaces with problem solving and leadership across multiple positions. Currently gainfully employed and furthering education in Business. ㅡ
Experience
ASM Research / Federal Service Desk Representative Dec 2022 - Present, Remote
Part of a specialized service desk that executes high-volume data entry and compliance verification. Respond to client and customer inquiries regarding accounts, compliance, and federal filing regulations.
Process department inboxes and file reports in accordance with federal recordkeeping requirements. Maintain monthly QA standards for customer interactions (phone/email at 90% or better).
Collaborate with floor/support staff and client to resolve customer escalations and ensure efficient workflows.
ATENTO / Online Retail Customer Service Operations April 2019 - August 2022, San Antonio,TX
Entered the customer service industry as a level one inbound CS representative. Became Subject Matter Expert (product/policy) within first year. Transitioned into a Quality Assurance role before a Team Lead opportunity became available. Navigated various challenges including organizational changes, CRM migrations (Zendesk to Salesforce), product launches and cancellations, supply chain disruptions, and program shutdowns.
Oversaw overnight CS floor (Online Retail). Selected personnel for key roles and worked with training staff during onboarding and nesting periods. Successfully trained up three waves of agents and staffed key positions (QA team, Workforce, Team Leads). Floor operated to client satisfaction up until end of service. Preserved workforce and ensured continued compliance with WARN Act & client service contracts during shutdown. Facilitated transition of operations to offshore branches . Rostais’ / Assistant General Manager
Jan 2016 - April 2019, STV, AZ
Supported leadership and led staff at a profitable, community favorite pizza restaurant. Began as a contract driver and worked as line cook/dishwasher before assuming leadership role..
Resolved customer escalations and staff inquiries prioritizing retention in resolutions. Other responsibilities included creating contractor/Front of House/Kitchen schedules, auditing drivers/servers, placing weekly supply orders and managing store cash and invoices.
ㅡ
Education
High School Regents Diploma / Poston Butte High School 2012-2016, San Tan Valley, AZ
ㅡ
Skills
Bilingual - Spanish
Contact this candidate