Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Aleza Garcia

Land O' Lakes,FL

Summary

Driven Customer Support Team Lead with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

8
8
years of professional experience

Work History

Customer Support Team Lead

Wise Inc.
11.2022 - 01.2025
  • Managed a team of 10 customer support representatives, providing coaching, training, and performance evaluations to ensure consistent high-quality service delivery
  • Implemented new customer support tools and technologies to streamline processes and improve efficiency, resulting in a 20% reduction in response times
  • Acted as the main point of contact for escalated customer issues, effectively resolving conflicts and ensuring customer satisfaction
  • Conducted regular team meetings to communicate updates, share best practices, and reinforce team goals and performance expectations
  • Collaborated with cross-functional teams to identify customer pain points and develop solutions to enhance the overall customer experience
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.

Office Receptionist

360 Dermatology
12.2021 - 11.2022
  • Proficiency in Microsoft Office Applications, concentration on EMR and such software program
  • Managed up to 10 incoming calls and routed them to appropriate staff members
  • Scheduled appointments and maintained calendars for multiple executives
  • Handled incoming and outgoing mail and packages efficiently
  • Assisted with ad hoc administrative tasks as needed to support office operations
  • Maintained the cleanliness and organization of the reception area, ensuring a tidy and welcoming environment for guests and employees
  • Greeted and assisted visitors with a friendly and professional demeanor, creating a positive first impression of the company

To-go Team Specialist

Olive Garden
07.2017 - 11.2021
  • Performs a variety of tasks
  • Must maintain a high degree of pace and intensity for extended period of time, and have ability to accurately handle money, make change and process credit card transactions
  • Effectively manage and prioritize to-go orders to ensure timely and accurate delivery to customers
  • Provide exceptional customer service by promptly addressing any concerns or special requests related to to-go orders
  • Collaborate with kitchen staff to coordinate preparation of to-go orders and maintain efficient workflow
  • Maintain cleanliness and organization of designated to-go area to enhance overall customer experience
  • Demonstrate strong attention to detail in maintaining order accuracy and consistency in packaging and labeling of to-go orders
  • Processed an average of 50 to-go orders per shift with 100% accuracy and exceptional customer service, resulting in positive feedback from guests
  • Developed efficient organizing systems for packaging and delivering to-go orders, reducing order fulfillment time by 15%
  • Managed inventory of to-go packaging supplies and placed orders as needed to ensure smooth operations and to avoid any shortages
  • Trained new team members on best practices for handling to-go orders, resulting in increased order accuracy and customer satisfaction ratings

Education

Bachelors Degree in Science - Digital Marketing

Full Sail University
Winter Park, FL
03.2023

Associates Degree in Science - CyberSecurity

Westchester Community College
Valhalla, NY
12.2018

Skills

  • Communication
  • Time Management
  • Computer Literacy
  • Problem Solving
  • Leadership
  • Interpersonal Communication
  • Analytical and Quantitative Skills
  • Policy enforcement
  • Team management
  • Service issue resolution
  • Training programs

Hobbies and Interests

  • Social Media Marketing
  • Entrepreneurship


Timeline

Customer Support Team Lead

Wise Inc.
11.2022 - 01.2025

Office Receptionist

360 Dermatology
12.2021 - 11.2022

To-go Team Specialist

Olive Garden
07.2017 - 11.2021

Associates Degree in Science - CyberSecurity

Westchester Community College

Bachelors Degree in Science - Digital Marketing

Full Sail University

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Aleza Garcia