Summary
Overview
Work History
Education
Skills
Awards
Languages
Timeline
Hi, I’m

CHELSEA GARCIA

Saint George,UT

Summary

Talented Manager with a passion for leadership, technology, and DEI. Career and fun driven. Understands and holds self to the highest of integrity standards.

Expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Looking for a management role that thrives on team morale and continuous improvement.

Overview

14
years of professional experience

Work History

America First Credit Union
Remote, UT

Member Service Representative
09.2023 - Current

Job overview

  • Received an average of 4 calls per hour from members of the credit union.
  • Assisted members with fraud activity, disputes, internal/external transfers, ACH payments, etc
  • Adhering to data and privacy laws
  • Exceeds all goals and metrics; Attendance, Handle Time, Hold Time, Sales, and Adherence
  • Multiple kudos and recognition from members regarding high professionalism, personalized empathy, patience, attention to details, and ability to resolve their concern in one call.

Wayfair
Remote, UT

Executive Service L2 Manager
02.2016 - 07.2023

Job overview

  • Coached a team of consultants that received escalations from CEOs and Executives of Wayfair, with high NPS from customers and employees
  • Peer champion, consistently shared best practices, tools, tricks, tips with L2 peers and peers from other departments
  • Created and maintained KPI Goals and Weights for different customer service teams
  • Co-Chair on the Latinx@Wayfair ERG that includes the responsibility of documenting and maintaining metrics specifically around engagement, communication, and event planning
  • Built and maintained knowledge resources and SOPs related to the department and other departments
  • Worked closely with stakeholders to improve processes and procedures with friendly communication and reliability (Executives, IT, Suppliers, and other customer service departments)
  • High focus on engagement and team morale dealing with the most skilled and tenured customer service consultants in the company. Trivia Tuesdays (DEI, history, and general)
  • Effectively interviewed and recommended candidates for hire in 4 customer service departments and levels
  • Multiple kudos were received for Hard Conversations that resulted in the employees feeling heard and inspired with a positive team mindset
  • Analyzed trends based on historical data to close performance gaps.

Autoliv
Ogden, UT

Trainer
01.2010 - 10.2015

Job overview

  • Trained and mentored 8 new personnel hired to fulfill various roles.
  • Inspected, tested, and measured the materials, products, and installations that required specifications
  • Recommended improved workflows to minimize the rate of product defects.

Education

Tech Moms
Ogden/Remote, UT

Certificate of Completion tech training program
11.2023

University Overview

Completed technical skills course in HTML, CSS, and Javascript; introduction to Cybersecurity, Data Analytics & Reporting, Product/Project Management, Quality Assurance, Digital Marketing, and UX/UI Design; Completed Website Development Project.

Weber State University
Ogden, UT

Generals
05.2015

University Overview

Completed classes in Communications, Physcology, History, and Math. Member of the Weber State Bowling Club

Box Elder High School
Brigham, UT

High School Diploma
06.2010

University Overview

GPA 3.4

Skills

  • Diversity Equity and Inclusion knowledge, practice, and passion
  • Dependable
  • Self-Motivated and Determined
  • Strategic Thinker that drives results
  • Strong Organization and Time Management
  • Positive Change Management
  • Basic Knowledge in HTML, CSS, and Javascript
  • Proficiency in Google Workspace and Microsoft Office
  • Verbal and Written Communication
  • Project Management
  • Coaching and Mentoring

Awards

Awards
  • Wayfair Annual Award 2019: We Back Winning Initiatives; For revamping a Team back into the normal workload and receiving the highest CSAT score in the department.
  • Nominated for Manager of the Year 2021 and Wayfairian of the Year 2021; For positive change management, uplifting and inspiring others, and most of all constantly showing my passion for the company day in and day out.
  • Top Manager of the month throughout 2021 and 2022; For high team performance, engagement, career development, leading successful projects, and for the high NPS employee scores received after each Latinx ERG event.

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Member Service Representative
America First Credit Union
09.2023 - Current
Executive Service L2 Manager
Wayfair
02.2016 - 07.2023
Trainer
Autoliv
01.2010 - 10.2015
Tech Moms
Certificate of Completion tech training program
Weber State University
Generals
Box Elder High School
High School Diploma

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CHELSEA GARCIA