CAJHMEL GARCIA
Brooklyn,NY
Summary
Dynamic and compassionate customer service leader with over 5 years of experience in managing teams, enhancing customer satisfaction, and driving operational excellence. Skilled in developing strategies to improve service delivery, mentoring staff, and resolving complex customer issues. Adept at creating positive work environments and building strong customer relationships through effective communication and problem-solving. Seeking to leverage expertise to lead customer service teams and exceed organizational goals.
Overview
11
11
years of professional experience
Work History
Nespresso Sr Specialist
Nestle Nespresso
New York, NY
10.2022 - Current
- - Lead daily operations of the customer service team to ensure prompt, professional, and high-quality service
- - Trained and mentored new hires, improving overall team performance and customer satisfaction scores
- - Implemented customer feedback systems to streamline service delivery and reduce response times
- - Handled escalated customer complaints, resolving issues with professionalism and empathy
- - Monitored key performance metrics, including sales, inventory levels, and customer satisfaction rates, to drive improvements
- - Led efforts to enhance product knowledge within the team, increasing upsell rates, and efficiency.
- Coordinated with other departments to ensure efficient workflow processes.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Security Supervisor
SJ Solutions Security
New York, NY
08.2019 - 02.2021
- - Supervised a team of 8-9 security guards, ensuring adherence to operational standards and client expectations
- - Delivered high-quality customer service by addressing client concerns and maintaining positive working relationships
- - Developed and enforced security protocols to safeguard client properties, reducing security incidents by 10%
- - Trained staff in conflict resolution and de-escalation techniques, improving on-site safety and client satisfaction
- - Managed scheduling, resource allocation, and performance assessments for team members
AMC Crew Member
AMC Theatres
New York, NY
11.2018 - 02.2019
- - Provided exemplary customer service by assisting guests with ticketing, concessions, and theater operations
- - Collaborated with management to improve the customer experience, contributing to an increase in positive guest feedback
- - Assisted with staff training and ensured compliance with company standards and procedures
Customer Service Desk (Summer Intern)
Fresh Air Fund
New York, NY
01.2015 - 01.2018
- - Supported customer service operations by handling inquiries and resolving customer issues with professionalism
- - Assisted in organizing office duties, providing administrative support, and ensuring timely communication with parents and campers
- - Developed strong relationships with clients and peers, contributing to a welcoming and efficient work environment
Education
High School Diploma -
Victory Collegiate High School
Brooklyn, NY11.2018
Some College -
Brooklyn College, City University of New York
Brooklyn, NYSkills
- - Leadership & Team Management: Skilled in supervising teams, providing guidance, and improving performance
- - Customer Relationship Management: Adept at maintaining positive customer interactions and addressing complex issues
- - Conflict Resolution & De-escalation: Experienced in managing difficult customer situations with tact and professionalism
- - Training & Development: Trained and mentored new hires to ensure adherence to best practices
- - Process Improvement: Improved customer service processes to reduce response times and enhance overall satisfaction
- - Multitasking & Prioritization: Proven ability to manage multiple tasks and priorities in a fast-paced environment
- - Technical Proficiency: Proficient in Microsoft Office, CRM software, and POS systems
- Cash counting
- Refund Processing
- POS Terminal Operation
Timeline
Nespresso Sr Specialist
Nestle Nespresso
10.2022 - Current
Security Supervisor
SJ Solutions Security
08.2019 - 02.2021
AMC Crew Member
AMC Theatres
11.2018 - 02.2019
Customer Service Desk (Summer Intern)
Fresh Air Fund
01.2015 - 01.2018
High School Diploma -
Victory Collegiate High School
Some College -
Brooklyn College, City University of New York