Abel Garcia

• Monitor campus functions in the evenings.
• Confirm event spaces are correctly set up for events scheduled to occur such as tables, seating and A/V equipment.
• Assist IT with A/V equipment support for evening and weekend events.
• Assisted with minor troubleshooting technical issues.
• Assisted with events work orders.

▪ Communicate with customer via email, phone, chat, and text to schedule Guardian Connect Start.
▪ RMDY app management for sending product content to customers including chat communication.
▪ Supported customers for a 3-month duration of the program as part of an additional support team
▪ Assisted with the team FAQ creation of internal processes.

▪ Assisted customers with product unboxing to ensure all items and devices have arrived.
▪ Scheduled insulin pump start process and Glucose Monitor (device) training.
▪ Utilized the RMDY app for customer account management in order to send content to customers including chat messages.
▪ StartRight/Helpline triage team lead and floor support:
o Ensure that triage queue is always protected and covered by adhering to schedule.
o Engaged with senior leadership to help improve queue management and coverage based on business needs.

▪ Senior mentor to the new hire class for pump and sensor training.
o During new hire practical rotations, created break and lunch schedules according to queue volume.
o Managed the queue for the new hires and participated in the floor chats with department senior leadership.
o Supervised the queue to ensure that the new hire queue is always covered by adhering to the schedule.
▪ Interim team lead and floor support
o Floor management and skilling support
o Escalations support
▪ Minimed Connect (device) troubleshooting and set up for customers
▪ Developed a Minimed Connect device set up guide for departmental technical support.
▪ Routinely selected by department to handle escalated call backs
▪ Created and piloted “sidekicks” a Peer to Peer mentoring program
▪ Consistently met or exceeded metrics
▪ Awarded One Degree Club for Quarter 2 for Fiscal Year 2017.

▪ Assisted customers with insulin pump programming
▪ Troubleshooted insulin pump, infusion set, and sensor use.
▪ Educated customers on proper insulin pump, infusion set, and sensor use.
▪ Documented customer inquiries or concerns in accordance to FDA guidelines.
▪ Assist customers with uploading pump and sensor information via Carelink
▪ Helped customers with Carelink uploading and troubleshooting

▪ Supervised job sites and managed a crew of 4 wood floor technicians
▪ Maintained inventory and site materials
▪ Installed, repaired, sanded and refinished wood floors