Adolfo A Garcia Hernandez
TULSA,OK
Summary
Experienced Team Manager with a strong record of leading daily operations, coaching staff, and resolving escalated customer issues. Known for customer focus, time management, and performance coaching.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Team Manager
Alorica
05.2015 - Current
- Led daily team operations, aligning service goals with customer support standards.
- Coached associates on call handling, policy enforcement, quality expectations, and issue resolution.
- Monitored performance trends to identify gaps and improve team productivity.
- Resolved escalated customer concerns with clear communication and timely follow-up.
- Keep updates on ever changing policies and datelines.
Sales Associate
DuFry
04.2013 - 04.2015
- Led customer engagement by recommending merchandise, answering questions, and resolving service concerns promptly.
- Follow airport guidelines and procedures.
- Managed POS transactions accurately, including cash handling, card processing, and receipt reconciliation.
- Trained new associates on sales procedures, product knowledge, and customer service expectations.
- Maintained visual merchandising standards by restocking displays, rotating stock, and organizing sales floor presentations.
Education
High School Diploma -
Rafael Cordero Molina High School
San Juan, Puerto Rico05-2005
Skills
- Team management
- Workforce management
- Change management
- Talent development
- Performance management
- Customer focus
- Workforce scheduling
- Task scheduling
- Time management
- Analytical thinking
- Operational planning
- Software proficiency
- Persuasion techniques
Accomplishments
- Collaborated with team of 20+ agents in the development of different projects.
- Achieved multiple times top performance Manger through effective coaching sessions.
- Trained overseas employees on new project.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Team Manager
Alorica
05.2015 - Current
Sales Associate
DuFry
04.2013 - 04.2015
High School Diploma -
Rafael Cordero Molina High School