ANNETTE GARCIA
Bay City,Texas
Summary
Qualified Agent with documented history of meeting and exceeding sales goals. Known for strong relationship-building skills and commitment to maintaining loyal customers. Excellent record of expanding market share, retaining customers and promoting new initiatives. Friendly Agent with commitment to developing, qualifying, and managing leads to increase new business. Competitive with passion for driving revenue and profit for companies in industry.
Overview
28
28
years of professional experience
Work History
GBA-Home Agent
Omni Interactions
BAY CITY, TX
03.2025 - 06.2025
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided customer support via phone and online channels.
- Documented customer interactions in the CRM system accurately.
- Resolved customer inquiries and issues effectively and efficiently.
- Analyzed customer feedback to identify service improvement opportunities.
- Maintained up-to-date knowledge of product offerings and promotions.
- Ensured compliance with company standards during all customer interactions.
- Provided technical support to customers, troubleshooting hardware and software issues.
- Educated customers about new products or services available from the company.
- Tracked customer feedback to identify trends and areas for improvement in service delivery processes.
- Developed customized solutions for complex problems based on individual customer needs.
- Reviewed call logs regularly to ensure all calls were answered promptly.
- Identified opportunities for process improvements that would increase efficiency in handling customer queries.
Work at Home Customer Rep
Academy Sport & Outdoors
BAY CITY, TX
10.2018 - 12.2019
- Customer Service and order taking on customer accounts and new customer's calling in for holiday season.
- Monitored customer accounts for changes or updates.
- Assisted customers with product selection and inquiries at sporting goods retailer.
- Processed sales transactions accurately using point-of-sale system.
- Resolved customer complaints effectively to enhance satisfaction levels.
- Educated customers on product features and benefits during interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Performed data entry activities as needed.
- Resolved customer complaints promptly and efficiently.
Customer Service/Virtual Agent
West Corporation
BAY CITY, TX
04.2009 - 12.2009
- Training for Citibank, answering customer calls and account information.
- Managed customer inquiries through phone and email communication.
- Provided technical support for various telecommunications services.
- Recorded detailed notes on customer interactions in the system.
- Enhanced product knowledge to improve service delivery and support.
- Maintained high standards of professionalism in all customer interactions.
- Implemented process improvements to streamline customer service operations.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Provided customer service to clients through phone and email communication.
- Participated in ongoing training programs related to job duties or responsibilities.
Home Agent
Convergys
Harlingen, TX
11.2008 - 03.2009
- Inbound calls for DirecTV, troubleshooting, and upselling as well.
- I was also trained in billing, explaining to customers their bills, and answering questions.
- Provided exceptional customer support via phone and online chat.
- Resolved customer inquiries efficiently using CRM software.
- Maintained detailed records of customer interactions and feedback.
- Collaborated with team members to enhance service delivery processes.
- Monitored incoming calls, emails, and chat messages for customer service requests.
- Developed customized solutions for complex problems based on individual customer needs.
At Home Agent
ACDDirect
Harlingen, Texas
01.2008 - 12.2008
- Managed customer inquiries using multichannel communication tools.
- Assisted customers with service issues and account management tasks.
- Documented customer interactions in the case management system.
- Collaborated with team members to resolve complex customer concerns.
- Answered customer inquiries over the phone and via email.
- Ensured compliance with applicable laws, regulations, and policies related to customer service.
- Developed customized solutions for complex problems based on individual customer needs.
- Ensured that all customer inquiries were handled promptly and efficiently.
- Updated knowledge base articles with new product features or changes in policies and procedures.
Virtual Agent
Reditos Worldwide Inc.
New York, New York
02.2007 - 07.2007
- Inbound customer ordering through different ministries the company works for.
- As well as outbound calling for various projects.
- This position is a work from home call agent.
Receptionist/General Office
People Business Solutions
Harlingen, Texas
08.2006 - 09.2006
- Greeted clients and visitors, creating a welcoming environment.
- Managed multi-line phone system, directing calls efficiently to appropriate departments.
- Scheduled appointments and maintained calendars for staff members.
- Processed incoming and outgoing mail promptly and accurately.
- Maintained front desk area, ensuring cleanliness and organization at all times.
- Scheduled and confirmed appointments.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Provided excellent customer service at all times while interacting with both internal and external customers.
Data Entry Clerk-FedEx
Link Staffing
Harlingen, Texas
01.2006 - 08.2006
- Entered data accurately into company database
- Verified document information for accuracy and completeness
- Maintained organized filing system for records
- Improved data entry processes for efficiency
- Monitored database for errors or discrepancies
- Updated records regularly to reflect changes
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Updated existing records with new or revised information as needed.
- Followed up on pending tasks until completion.
- Created spreadsheets to track data entries.
- Operated various office equipment such as scanners, printers. when required.
- Verified accuracy and completeness of data entry into the database system.
- Checked source documents against entered data to ensure accuracy.
- Maintained confidentiality of sensitive information entered into the system.
- Scanned documents into appropriate databases for storage purposes.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Contacted customers via phone or email to address data inquiries.
- Reviewed existing information for accuracy and made necessary corrections.
General Office Clerk
Crockett Farms
Harlingen, Texas
10.2004 - 12.2005
- Answer in-bound calls to take fruit orders and account information.
- Make sure to send out shipment on date requested by the customer.
- Light data entry entering each order in the computer system and then filing it accordingly in the proper file.
- Managed daily office operations and ensured smooth workflow for all departments.
- Processed incoming and outgoing correspondence with accuracy and attention to detail.
- Maintained organized filing system, ensuring easy access to important documents.
- Supported inventory management by tracking supplies and placing orders as needed.
- Prepared reports and documents using office software for internal distribution.
- Collaborated with team members to enhance communication and improve office efficiency.
- Provided customer service support, addressing inquiries and resolving issues promptly.
- Answered phone calls and directed them to the appropriate personnel.
- Verified accuracy of invoices against purchase orders prior to payment processing.
- Organized files, developed spreadsheets and presentations using Microsoft Office Suite.
- Ensured all incoming mail was sorted into respective departmental mailboxes.
Stocking/Purchasing Clerk
Legends Sports Photography
Harlingen, Texas
03.2002 - 05.2002
- Managed purchase orders for photography equipment and supplies.
- Coordinated with vendors to ensure timely delivery of materials.
- Reviewed inventory levels to identify purchasing needs and trends.
- Prepared purchase orders in accordance with established policies and procedures.
Telemarketing/Office Clerk
Austin Personnel Services
Harlingen, Texas
10.2001 - 02.2002
- Working for the City of Harlingen at the performing arts box office.
- Managed office correspondence and ensured timely distribution of communications.
- Processed incoming mail and packages, distributing them to appropriate departments.
- Provided administrative support such as typing documents, filing paperwork, photocopying, scanning documents, and faxing documents.
- Kept office records organized and supplies well-stocked for optimal team performance.
Customer Service Rep.
Future Telemarketing Inc.
Flour Bluff, Texas
11.1999 - 12.1999
- Making out-bound calls nation-wide to people for the Heart Association.
- Also used personal computer to type in general information and sent self test through the mail.
- Managed high-volume customer inquiries through phone and email channels.
- Resolved customer complaints by investigating issues and providing effective solutions.
- Educated customers on products and services to enhance user experience.
- Documented customer interactions accurately in the internal CRM system.
- Conducted follow-up calls to ensure customer satisfaction post-interaction.
- Implemented feedback strategies to enhance overall customer engagement efforts.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Assistant Secretary
Coakley Middle School
Harlingen, Texas
08.1997 - 05.1998
- Managed daily office operations to support administrative functions at the middle school.
- Prepared correspondence, reports, and documents for school administration needs.
- Answered phone calls from external contacts and provided information or directed inquiries appropriately.
- Greeted visitors to the office and ensured that they were taken care of promptly.
- Produced and distributed memos, newsletters, and other forms of communication.
- Proofread and checked materials for accuracy, completeness and compliance with policies and regulations.
- Performed general clerical duties such as sorting mail, photocopying documents, ordering supplies.
- Provided administrative support to the Secretary, including managing calendars and scheduling meetings.
- Answered phones, responding to general requests or escalating difficult and sensitive situations.
- Assisted with routine projects by typing, calculating and coordinating documents or spreadsheets.
- Ensured compliance with applicable laws and regulations pertaining to the department's activities.
- Maintained a filing system for important documents such as contracts, agreements, invoices.
- Managed data entry tasks for the office and maintained accurate records of activities.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
Education
High School Diploma -
Harligen South High School
Harlingen, TX05-1998
Some College (No Degree) - Criminal Justice
Del Mar College
Corpus Christi, TXSkills
- Customer service
- CRM software
- Technical support
- Data entry
- Troubleshooting skills
- Customer relationship management
- Order processing
- Call handling
- Effective communication
- Product sales
- Conflict resolution
- Attention to detail
- Policy cancellation
- Positive attitude
- Problem-solving skills
- Order fulfillment
- Critical thinking
- Sales strategy development
- Follow-up calling
- Ensuring customer satisfaction
- Customer needs determination
- Organizational skills
- Cold calling
- Customer complaint resolution
- Resolving customer issues
- Problem-solving
- Customer service and care
- Service support
- Product knowledge
- Problem solving
Timeline
GBA-Home Agent
Omni Interactions
03.2025 - 06.2025
Work at Home Customer Rep
Academy Sport & Outdoors
10.2018 - 12.2019
Customer Service/Virtual Agent
West Corporation
04.2009 - 12.2009
Home Agent
Convergys
11.2008 - 03.2009
At Home Agent
ACDDirect
01.2008 - 12.2008
Virtual Agent
Reditos Worldwide Inc.
02.2007 - 07.2007
Receptionist/General Office
People Business Solutions
08.2006 - 09.2006
Data Entry Clerk-FedEx
Link Staffing
01.2006 - 08.2006
General Office Clerk
Crockett Farms
10.2004 - 12.2005
Stocking/Purchasing Clerk
Legends Sports Photography
03.2002 - 05.2002
Telemarketing/Office Clerk
Austin Personnel Services
10.2001 - 02.2002
Customer Service Rep.
Future Telemarketing Inc.
11.1999 - 12.1999
Assistant Secretary
Coakley Middle School
08.1997 - 05.1998
High School Diploma -
Harligen South High School
Some College (No Degree) - Criminal Justice
Del Mar College