ED GARCIA
Tamarac,FL
Summary
Project Manager with 6 years of experience in customer retention and conflict resolution. Proven ability to lead teams and enhance customer relationships, resulting in improved satisfaction and loyalty. Focused on driving growth and innovation through strategic initiatives and collaboration.
Overview
6
6
years of professional experience
Work History
Agent Experience Coordinator
Compass
Boca Raton, Florida
03.2025 - Current
- Serve as the face of the office by welcoming guests, managing mail distribution, facilitating in-office event setup, and providing first-line support for office-related needs. Maintain office appearance, organize supplies, and escalate facilities issues as needed.
- Manage a small portfolio of customers by addressing questions and resolving issues via phone, email, and in-person meetings.
- Support adoption of Compass technology and related services through 1:1 customer guidance.
- Partner with the National Onboarding team to facilitate onboarding processes for new customers.
- Provide basic marketing support by answering inquiries, creating collateral from templates, and coordinating with marketing specialists for complex requests.
- Collaborate with team members and other departments to communicate questions and feedback on behalf of agents.
- Troubleshoot basic technology issues, including devices, conference room hardware, and enterprise systems.
Retention Specialist - Bilingual
Cogeco Inc.
West Palm Beach, USA
02.2022 - Current
- The retention team is responsible for engaging and retaining customers requesting to voluntarily disconnect or downgrade services through inbound and outbound efforts by reselling the value of Breezeline products and services
- Handle customer escalations in an attempt to resolve and retain customer relationships
- Communication skills; active listening skills and the ability to communicate in a professional and positive mannersIncrease customer retention by effectively resolving escalations and reinforcing Breezeline's service value.
Customer Supervisor
Four Season Hotel
Surfside, USA
11.2019 - 12.2022
- Implemented customer satisfaction initiatives, increasing positive feedback by 25%. -
- Directed team operations, improving efficiency by 20% and reducing complaints by 15%. -
- Facilitated cross-departmental communication, fostering teamwork and consistent service delivery.
- Introduced staff training programs, enhancing service quality and employee performance.
Marketing Intern
Johnson & Wales University
Miami, USA
12.2019 - 04.2020
- Create and maintain tracking reports of digital and traditional marketing efforts
- Penetrated new segments through use of strategic marketing initiatives
- Assist admission team with student recruitment
Education
Bachelor's - Business Administration
Johnson & Wales University-North Miami
Miami, FL03.2024
Skills
- Presentation Skills
- Management
- Customer Retention
- Conflict Resolution
- Customer Service
- Team Leadership
- Customer relationship management
- Problem-solving skills
Languages
- Spanish
- English
Timeline
Agent Experience Coordinator
Compass
03.2025 - Current
Retention Specialist - Bilingual
Cogeco Inc.
02.2022 - Current
Marketing Intern
Johnson & Wales University
12.2019 - 04.2020
Customer Supervisor
Four Season Hotel
11.2019 - 12.2022
Bachelor's - Business Administration
Johnson & Wales University-North Miami