Consuelo I Garcia
El Paso,TX
Summary
Result-driven and strategic management professional with over 4 + years of experience leading teams, optimizing operations, and delivering business growth. Proven track record in developing and implementing process improvements, managing cross-functional teams, and exceeding performance goals. Fostering high-performance cultures and driving organizational success through effective leadership and collaboration. Bilingual and detail-oriented, I excel in compliance and operational efficiency, driving continuous improvement initiatives while fostering a collaborative environment. Committed to employee development and achieving organizational goals. Strong interpersonal skills, strong work ethic and the ability to work under pressure while maintaining high level of service.
Overview
6
6
years of professional experience
Work History
Supervisor
Maximus
El Paso, TX
10.2024 - Current
- Supervise a team of 20+ customer service representatives in a high-volume inbound call center environment.
- Consistently meet or exceed KPIs including Mastery levels and Compliances customer satisfaction (CSAT)
- Deliver weekly coaching sessions and performance evaluations, resulting in a 25% improvement in individual agent productivity.
- Project Lead for the Quality Event- my role is crucial to ensure the event is successful, informative, and drives continuous improvement.
- Project Lead for the New data-driven attendance initiative: Presence Matters. Project designed to boost morale, performance, and retention by setting standards, accountability, and positive reinforcement to increase attendance site-wide.
- Actively enforce and support secure floor policy.
- Ensured strict adherence to HIPAA guidelines and company policies for protecting PHI and PII in all customer interactions.
- Trained team members on data security best practices, reducing risk of information breaches and enhancing compliance readiness.
- Conducted monthly audits to verify proper handling and documentation of sensitive customer information.
- Built strong rapport with upper management through consistent communication, proactive reporting, and alignment with department goals.
- Partnered with managers across departments to resolve escalated issues, improve process efficiency, and support cross-functional initiatives.
- Regularly met with leadership to provide team performance insights and propose solutions that supported business objectives.
- Led up-training initiatives to enhance team knowledge on new systems, updated compliance procedures, and customer service techniques.
- Partnered with QA and management to identify performance gaps and implement targeted up-training sessions.
- Created on-demand training resources and quick-reference guides to support ongoing learning and reduce onboarding time for internal promotions.
HR Supervisor
San Antonio In Home Healthcare
El Paso, TX
06.2023 - 11.2023
- Supervise and coached a team of 3 HR professionals, overseeing day-to-day operations including onboarding, employee support, and records management.
- Lead investigations into employee concerns, ensuring proper documentation and resolution aligned with company policy and employment law.
- Coordinated performance management cycles, including appraisals, improvement plans, and supervisor coaching.
Sales Team Manager
Sunpro Solar
El Paso, TX
12.2019 - 07.2023
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
- Planned and directed staff training and performance evaluations.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
- Implemented sales tracking systems to monitor individual and team progress towards achieving set targets.
- Streamlined sales processes to improve efficiency, leading to faster response times and higher close rates.
- Negotiated favorable contract terms with vendors and suppliers, resulting in cost savings for the company without compromising on quality or service delivery standards.
- Managed cross-functional projects involving multiple teams, ensuring successful outcomes while adhering to strict deadlines and budget constraints.
- Conducted regular performance reviews, identifying areas of improvement and providing guidance for professional growth.
Education
Bachelor of Science - Exercise Sience in Kinesiology
The University of Texas At El Paso
El Paso, TX05-2020
Associate of Arts -
El Paso Community College
El Paso, TX05-2017
Father Yermo High School
El Paso, TX05-2015
Skills
- Team Leadership
- Strategic Planning
- Employee Development
- Conflict Resolution
- Performance Management
- Communication
- Compliance & Ethics
- Time Management
- Operational Efficiency
- Detail Oriented
- Bilingual (English/Spanish)
Timeline
Supervisor
Maximus
10.2024 - Current
HR Supervisor
San Antonio In Home Healthcare
06.2023 - 11.2023
Sales Team Manager
Sunpro Solar
12.2019 - 07.2023
Bachelor of Science - Exercise Sience in Kinesiology
The University of Texas At El Paso
Associate of Arts -
El Paso Community College
Father Yermo High School