CHER GARCIA
Phoenix,AZ
Summary
Customer-focused sales and support professional with 5+ years delivering high-resolution, phone-based service in fast-paced remote environments. Proven track record managing inbound reservations, upselling add-ons, and maintaining 5-star satisfaction scores across a multi-vehicle booking operation. Skilled at following scripted workflows, navigating multiple software platforms simultaneously, and turning stressful customer moments into seamless experiences. Bilingual in English and Spanish. Remote-ready with a dedicated home office, wired headset, and Windows setup.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Self-Employed
IT & Business Services Provider
02.2025 - Current
- Grew a customer-facing reservation and scheduling operation across a 4-vehicle Turo fleet, achieving consistent 5-star satisfaction scores by managing inbound inquiries, proactively confirming bookings, and resolving guest concerns with clear, script-guided communication.
- Increased repeat bookings and upsell conversion by presenting optional add-ons (e.g., sun shade packages, vehicle upgrades) during pre-trip guest outreach, driving incremental revenue on every reservation cycle.
- Reduced scheduling conflicts and reservation errors to near zero, as measured by zero double-bookings across 12+ months, by building and maintaining a structured digital reservation management system across multiple vehicles and platforms.
- Delivered AI fundamentals instruction to 20+ students, achieving a 100% course completion rate, by designing accessible, script-based curriculum that translated complex tools into practical, beginner-friendly workflows.
- Expanded smart home automation client base by 30% within the first year, as measured by recurring service requests, by providing hands-on IoT consultation and follow-up support that prioritized customer satisfaction at every touchpoint.
IT Systems Support Specialist (Functioning as Systems Administrator)
Cardinal Financial
Remote
12.2019 - 01.2025
- Maintained a 97% ticket resolution rate while supporting 200+ users weekly, as measured by Freshdesk KPIs, by delivering structured Tier 1 and Tier 2 remote support using defined workflows and scripted escalation guidelines.
- Reduced onboarding time by an estimated 25%, as measured by HR feedback and ticket volume during new-hire windows, by creating standardized SOPs in Confluence that streamlined identity and access provisioning across Active Directory, Salesforce, and Google Admin.
- Achieved zero critical access incidents over a 5-year tenure, as measured by quarterly security audits, by managing identity and access controls across 1Password, HubSpot, Asana, Outlook, and Zoom with strict adherence to offboarding protocols.
- Improved cross-departmental communication efficiency, as measured by reduced IT escalation tickets from HR and Operations, by serving as the sole IT liaison and implementing consistent documentation and SOP standards across all business units.
IT Desktop Technician
Wallick & Volk Mortgage
02.2015 - 12.2019
- Reduced average user downtime during system issues, as measured by help desk ticket close times across multiple branch locations, by providing responsive Tier 1 support for laptops, mobile devices, remote access, and proprietary mortgage software (PCLender, VirPack).
- Accelerated junior technician ramp-up by an estimated 40%, as measured by independent ticket handling capacity within 60 days, by mentoring new hires and standardizing troubleshooting procedures in collaboration with IT leadership.
- Supported seamless system upgrade rollouts with zero major productivity interruptions, as measured by post-deployment incident reports, by collaborating with leadership to plan and execute hardware and software transitions across the organization.
Loan Processor
Shea Mortgage
01.2013 - 01.2015
- Maintained 100% compliance accuracy on loan documentation packages, as measured by zero underwriting kickbacks on assigned files, by following defined workflow guidelines and prioritizing detail-oriented review in a high-volume, fast-paced environment.
- Supported on-time loan closings for a consistent pipeline of 30+ active files, as measured by closing schedule adherence, by coordinating efficiently with underwriting and title teams and proactively communicating status updates.
Loan Processor
Desert Schools Federal Credit Union
10.2010 - 01.2013
- Maintained regulatory compliance across all assigned loan files, as measured by zero documentation errors flagged during internal audits, by reviewing records against federal standards and managing internal filing systems with precision.
Education
High School Diploma -
Amphitheater High School
Tucson, AZFull Stack Development - HTML, CSS, JavaScript, React, Java, SQL/NoSQL
PMI
04-2025
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Woz U
01-2019
Skills
- Inbound Sales & Reservation Management
- Script Adherence & Call Workflows
- Customer Satisfaction & Upselling
- End-User Support (Tier 1/Tier 2)
- Systems Administration
- Active Directory & Google Admin
- SaaS Platform Management
- CRM Tools (Salesforce, HubSpot, Asana)
- Ticketing Tools (Freshdesk, ConnectWise)
- Identity & Access Management
- Documentation & SOP Creation
- Security Tools (1Password, LastPass)
- Smart Home Automation & IoT
- AI Instruction & Generative Tools
- Zoom, Outlook & Google Workspace Admin
- Problem-solving
- Friendly, positive attitude
- Teamwork and collaboration
Certification
Ethics in the Age of Generative AI
Languages
Bilingual: English & Spanish
PROFESSIONAL DEVELOPMENT
Continuously applying AI and automation tools to real business operations — including fleet management, client communication, and service delivery for Itza Holdings LLC.
Timeline
Self-Employed
IT & Business Services Provider
02.2025 - Current
IT Systems Support Specialist (Functioning as Systems Administrator)
Cardinal Financial
12.2019 - 01.2025
IT Desktop Technician
Wallick & Volk Mortgage
02.2015 - 12.2019
Loan Processor
Shea Mortgage
01.2013 - 01.2015
Loan Processor
Desert Schools Federal Credit Union
10.2010 - 01.2013
Full Stack Development - HTML, CSS, JavaScript, React, Java, SQL/NoSQL
PMI
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Woz U
High School Diploma -
Amphitheater High School