Bernadette Garcia
MEDFORD,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Publishing and Hospitality industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Director, Customer Experience & Order Processing
AIP Publishing
03.2022 - Current
- Used financial reporting to drive business opportunities and keep expenses in line with budget.
- Evaluated business reports to build action plans to offset negative trends.
- Analyzed trends and provided recommendations to management regarding quality of service and speed of resolution.
- Offered direction and gave constructive feedback to motivate team members.
- Verified associates and managers wowed customers through personal and attentive contact.
- Built customer confidence by actively listening to concerns and constructing a resolution knowledgebase for customers to self-serve.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores to 96% overall.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
- Designed, managed and implemented customer research initiatives with a focus on customer satisfaction and performance.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
Assistant Director, Customer Experience
AIP Publishing
08.2017 - 03.2022
- Tracked key business metrics and made adjustments to policies and procedures.
- Monitored incoming communications to identify customer problems, needs, and opportunities for improvement in customer experience.
- Investigated customer complaints and addressed critical requests.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Created and updated records and files to maintain document compliance.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding service.
- Resolved customers' issues related to online content delivery, late or missing issue claims and billing discrepancies to encourage good customer relationships.
- Trained and mentored new employees on industry practices and business operations.
- Maintained fulfillment system which including product library and rate structures
- Worked closely with Sales to provide fulfillment support for sales and marketing led initiatives.
Manager, Customer Support
AIP Publishing
06.2014 - 08.2017
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Worked within task management system to receive, manage and close support requests.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Onboarded new employees with training and new hire documentation.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Partnered with sales, order processing and marketing teams to coordinate solutions to meet our customers needs.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Supervisor, Customer Support
AIP Publishing
09.2011 - 06.2014
- Evaluated employee performance and coached and trained to improve weak areas.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to Manager.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
High School Diploma -
Our Lady of Perpetual Help Business High School
New York, New York05.1987
Skills
- Employee Performance Evaluations
- Customer Experience Management
- Billing Procedures
- Customer Relationship Management (CRM) Software
- Social Media Platforms
- User Experience
- Database Systems
- Lead Identification and Generation
- Team Relationships
- Customer Relationship Management
- Salesforce Software
- Microsoft Office
Timeline
Director, Customer Experience & Order Processing
AIP Publishing
03.2022 - Current
Assistant Director, Customer Experience
AIP Publishing
08.2017 - 03.2022
Manager, Customer Support
AIP Publishing
06.2014 - 08.2017
Supervisor, Customer Support
AIP Publishing
09.2011 - 06.2014
High School Diploma -
Our Lady of Perpetual Help Business High School
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