Esmeralda Garcia

Knowledge Base Analyst – Genesis Team (2025 – Present)

• Created EasyNotes documents, internal trackers, and SOPs to streamline Genesis case handling and reduce escalations.
• Designed response templates and process guides based on firsthand case experience and SME insights.

Knowledge Base Analyst – HMA Warranty Support (2025 – 2025)

Developed and maintained internal documentation for HMA case managers and tier teams.

Improved knowledge resource accuracy and consistency, contributing to faster case resolutions.
Workforce Productivity & IT Operations Coordinator (2021 – Present)

• Monitored company-wide employee performance and system activity using ProHance to support operational oversight.
• Created and managed IT support tickets, tracked system outages, and ensured proper setup of hardware and software for all agents.

Special Projects Supervisor – Case Distribution, Social Media, & Executive Escalations (2022 – 2025)

• Supervised all distribution queues, including Tier 2, Tier 3, Lemon Law (LLP Line), executive-level cases, social media escalations, and the Research Queue.
• Managed executive communications and legal escalations (BBB and AGG), working closely with legal teams to prevent litigation, and support case managers.
• Created a proactive Tier 3 California CSS reminder system to alert case managers of upcoming BBB court deadlines and invocation expirations.
• Oversaw all social media operations, including post approvals and denials, agent training, report distribution, and SOP creation for efficient and compliant communication.
• Led the full management and documentation of the Research Queue, writing all SOPs based on firsthand experience handling those cases.
• Managed Nexo reimbursement cases with special access to the Nexo inbox; reviewed, approved or denied reimbursements, and developed a Nexo Tracker to assist the team with case oversight and follow-through.
• Conducted one-on-one coaching sessions with agents to review QA results and provide actionable feedback for performance improvement.
• Led weekly team meetings to align on goals, share updates, and address performance gaps, or escalated case trends.

SME – LLP Lane, Research Q, Tier 1, and Tier 3 Distribution (2022 – 2024)

• Acted as a Subject Matter Expert for high-risk queues, providing guidance, support, and quality oversight.
• Created customized trackers, documented SOPs, and trained team members on best practices.

Social Media Customer Specialist (2021 – 2022)

• Responded to high-visibility customer posts and messages on Facebook, Twitter, and Instagram.
• De-escalated legal threats, and restored customer trust by coordinating expedited follow-ups.

Lemon Law & Escalation Support Agent – LLP Lane (2021–2022)

• Handled legal-sensitive calls related to Lemon Law, saving potential litigation by fast-tracking callbacks.
• Worked directly with case managers to prevent legal escalation and recover customer satisfaction.
• Case Management Trainee – Special Projects Team (2021)
• Completed intensive training in case handling and warranty policies.
• Supported case managers with research and administrative follow-up.

• Managed executive schedules, optimized travel, and enhanced meeting efficiency.
• Streamlined communication, improving response time and client satisfaction.
• Prepared detailed reports and presentations, supporting decision-making processes.
• Coordinated recruitment, ensuring compliance and effective candidate management.
• Supported business development, contributing to successful client engagement.
• Optimized HR recruitment processes through systematic candidate screening and documentation management, leading to improved hiring outcomes.
• Developed and executed comprehensive employee screening protocols, ensuring compliance with hiring regulations and maintaining accurate documentation.
• Enhanced customer experience through professional reception management and knowledgeable assistance, contributing to positive client relationships.
• Implemented strategic workflow enhancements for executive calendar management and meeting coordination, resulting in streamlined operations and improved efficiency.
• Developed standardised protocols for candidate screening and documentation, strengthening compliance and elevating recruitment quality.
• Facilitated cross-functional communication between executives and stakeholders, fostering productive partnerships and driving business growth.

• Able to utilize computer workstation.
• Receive calls from customers assisting them to file insurance claims.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Answered customer telephone calls promptly and in an appropriate manner.

• Verified shipping documents, ensuring accuracy and compliance with standards.
• Maintained detailed records of shipments, enhancing inventory accuracy.
• Implemented tracking protocols, improving delivery reliability.
• Optimized logistics routes, reducing transit delays.
• Coordinated shipment redirections, adapting to customer needs.
• Streamlined carrier coordination and route optimization processes, resulting in improved delivery times and reduced logistical bottlenecks.
• Managed comprehensive inventory tracking system while ensuring precise documentation of incoming and outgoing shipments across multiple distribution channels.
• Developed efficient shipment redirection protocols, enabling dynamic response to evolving customer requirements and minimizing delivery disruptions.
• Fostered strong relationships with carriers and customers, facilitating seamless communication and ensuring smooth coordination of shipping operations.

• Led a team of 12, ensuring high performance and adherence to safety standards.
• Managed daily financial operations, including preparing deposits.
• Designed and implemented weekly schedules, optimizing team productivity.
• Trained staff across roles, enhancing team versatility and service quality.
• Ensured project specifications met through detailed site inspections.
• Led operations and mentored 12-member team while implementing comprehensive safety protocols, managing cash deposits, and coordinating staff schedules to optimize service delivery.
• Streamlined training procedures for new hires and cross-position development, enhancing team versatility and operational efficiency across multiple service areas.
• Maintained rigorous quality control standards through systematic site inspections, ensuring consistent adherence to food safety regulations and service specifications.
• Fostered positive customer experiences through prompt, personalized service delivery while coaching team members on effective guest interaction techniques.
• Developed and implemented streamlined operational procedures that enhanced food preparation efficiency while maintaining exceptional quality standards.
• Spearheaded operational excellence for 12-member team, driving performance through strategic scheduling and comprehensive safety protocol implementation.