Zendesk
Alec Garcia
Product Specialist / CX Specialist
Pittsburgh,PA
Summary
Proactive Product Specialist with advanced problem-solving skills and technical aptitudes. Effective at working independently and as a contributing member of a team. Astute employee with background in engaging customers and meeting sales goals.
Overview
1
1
Language
2
2
years of post-secondary education
4
4
years of professional experience
Work History
Product Specialist
Avocado Mattress
Hoboken, NJ
04.2018 - 05.2020
- Was promoted after proactive creation of help desk standards used across the company, instituting internal training materials that emphasized a deep understanding of the offerings, and developing groundwork for the QA program.
- Created New Product Introductions (NPI) specs for new products and detailed product checklists before launch.
- Created training material for new product launches to equip customer service reps with product knowledge before launch.
- Tracked product complaints and compiled data to identify trends so that product issues could be accurately identified and resolved.
- Handled escalated product questions which involved reaching out to manufacturers and distributors on a regular basis
- Researched product's technical specifications and accurately communicated information.
Customer Service Representative
Avocado Mattress
10.2017 - 03.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Handled inbound leads and customer inquiries across phone calls, emails, and live chats.
Customer Success Specialist
Integra Partners
New York, NY
08.2016 - 10.2017
- ISO 27001 certified, HIPAA-compliant Coordinated patients, health insurance companies, and medical supply stores in a fast-paced work environment (averaging 75 calls/day) to develop win-win solutions wherever possible.
- Regularly handled complex quality-of-life issues for distressed patients.
- Assisted patients with durable medical equipment (DME) and orthotics and prosthetics (O&P) benefits by locating providers that met competing needs.
- Sustained extended lines of communication and tracked order status for managed long-term care (MLTC) customer issues.
- Worked with a team to maintain progress data in customer-facing equipment order portal.
- Provided primary customer support to internal and external customers.
Customer Escalation Specialist
Vitamin Shoppe
North Bergen, NJ
10.2015 - 06.2016
- Sole customer service representative for escalated complaints nationwide (780 stores).
- Generated company-wide periodic reports in Excel to track customer feedback.
- Fielded calls for advanced inquiries and worked directly with customers to provide timely solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Arts - Film And Video Production
Bergen Community College
Paramus, NJ 08.2009 - 05.2011
Skills
Outstanding interpersonal skills
Product knowledge
CRM Systems
Call center operations
Complaint resolution
Software
Microsoft Office Suite
Google Suite
Salesforce
Intercom
Timeline
Product Specialist
Avocado Mattress
04.2018 - 05.2020
Customer Service Representative
Avocado Mattress
10.2017 - 03.2018
Customer Success Specialist
Integra Partners
08.2016 - 10.2017
Customer Escalation Specialist
Vitamin Shoppe
10.2015 - 06.2016
Associate of Arts - Film And Video Production
Bergen Community College
08.2009 - 05.2011