Gerardo Garza
Harlingen,TX
Overview
22
22
years of professional experience
Work History
Telephone Survey Interviewer
ICF International, Inc.
10.2025 - Current
- Delivered scripted multiple-choice survey questions to respondents via telephone using a ComputerAided Telephone Interviewing (CATI) system
- Accurately recorded participant responses while navigating survey software and maintaining data integrity
- Engaged professionally and positively with members of the public while remaining neutral and unbiased during interviews
- Followed detailed scripts and survey protocols to ensure consistency and compliance with research standards
- Collaborated with Team Leads and colleagues to improve interviewing techniques and meet project goals
- Participated in ongoing training and feedback sessions to continuously build skills and performance
Bad Debt Medical Collector
Credit Management Company
04.2025 - 08.2025
- Negotiated payment arrangements with delinquent customers, resulting in a significant increase in debt recovery
- Managed a portfolio of accounts, consistently meeting or exceeding monthly collection targets
- Maintained accurate and up-to-date records of all collection activities and customer interactions
- Pittsburgh, PA
Ecco USA Customer Service Agent
Ecco/EyeMed Vision Care
10.2023 - 01.2025
- Served as a dedicated Customer Service Agent for EyeMed, assisting members with understanding their vision insurance benefits, navigating plan details, and resolving claim-related issues.
- Facilitated provider interactions by verifying patient eligibility and benefits.
- Proactively addressed customer concerns, ensured accurate information delivery, and maintained strict confidentiality in compliance with HIPAA guidelines.
Ecco USA/Sirius XM Outbound Sales
SiriusXM
07.2023 - 10.2023
- Exceeded sales targets through proactive SiriusXM outbound calling.
- Persuasively presented SiriusXM value during outbound calls, driving subscription growth.
- Built customer rapport and effectively overcame sales objections via outbound calls.
- Demonstrated strong product knowledge and sales closing skills in an outbound calling environment
Corporate Travel Counselor
Taskus/CWT
07.2022 - 07.2023
- Managed Complex Travel issues. Executed detailed travel arrangements (air, hotel, car, rail) for diverse clients, ensuring efficient and seamless experiences.
- Drove Sales Through Upselling: Increased revenue by strategically promoting travel-related products and services.
- Provided Expert Travel Guidance: Offered insightful recommendations to optimize client travel experiences.
- Resolved Complex Travel Issues: Independently addressed non-standard travel challenges, including multi-destination itineraries and complex fare calculations.
- Project ended-Harlingen, TX
Financial Advisor
Taskus/Coinbase
03.2022 - 07.2022
- Research and resolve issues reported by the client's end-users via phone, email, and chat support.
- Manage and maintain a test lab of devices running services to be used for reproducing customer issues.
- Ensure that all log-in and passwords (both internal & external) are kept confidential.
- Document all information on customer interaction according to standard operating procedures.
- Harlingen, TX
Territory Manager
Swisher International Ltd.
01.2017 - 07.2021
- Drove sales, distribution, and merchandising of Swisher brands within assigned territory.
- Presented and executed trade initiatives with retail partners, achieving revenue goals.
- Managed promotional funds, inventory, and working capital, ensuring accurate reporting.
- Delivered compelling sales presentations to key customers
- Harlingen, TX
Trainer
Qualfon
07.2016 - 11.2016
- Familiarity with instructional and curriculum design
- Exceptional ability to inspire and motivate others to pursue accomplishments
- Profound ability to assess learner's performance in the classroom
- Ability to develop action plans to move those with substandard performance to the desired level of performance
- Harlingen, TX
Supervisor, Customer Service
Qualfon
01.2015 - 07.2016
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted with new hire processing and existing training programs. Implemented new working processes to deliver multiple improvements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
- Harlingen, TX
Trainer
DISH
06.2004 - 05.2012
- Expert in Inbound/Outbound Sales: Proven track record of exceeding sales targets in call center environments.
- Experienced Customer Service Trainer: Extensive experience delivering effective training for inbound customer service teams.
- Sales Training Specialist: Skilled in developing and delivering sales training focused on upselling and cross-selling.
- Performance Improvement: Ability to assess learner performance, develop action plans, and drive improvement.
- Recruitment & Hiring: Assisted in the recruitment and hiring of customer and sales agents.
- Motivational Leadership: Exceptional ability to inspire and motivate teams to achieve goals.
- Harlingen, TX
Customer Service Representative
Dish Network
01.2004 - 06.2004
- Provided comprehensive customer support for DISH, resolving complex billing, programming, and troubleshooting inquiries.
- Educated customers on maximizing their DISH experience by highlighting product features and value.
- Delivered solutions for technical issues, ensuring customer satisfaction and minimizing service disruptions.
- Established and maintained positive customer relationships through effective communication and active listening.
- Managed a high volume of back-to-back customer calls, demonstrating strong time management and problem-solving skills.
- Harlingen, TX
Education
Bachelor's - History
Our Lady of the Lake University
San Antonio, TX01.1999
Skills
- Project Management
- Analysis Skills
- Training & development
- Software Troubleshooting
- Retail sales
- Sales
- Training & Development
- Direct sales
- Supervising experience
- Microsoft Office
- Data entry
- Computer skills
- Typing
- VPN
- Mentoring
- Content management systems
- Quality assurance
- Outbound sales
- Business Development
- Presentation Skills
- Phone etiquette
- Salesforce
- CRM Software
- Customer service
- Windows
- Merchandising
- Curriculum Development
- Cold calling
- Inside sales
- Telemarketing
- Live Chat
- Cold Calling
- Technical support
- Interviewing
- Outside Sales
- Organizational skills
- Inbound Sales
- Remote access software
- CRM software
- Customer Relationship Management
- Conflict management
- Quality Assurance
- Administrative Experience
- Communication skills
- Microsoft Excel
- Upselling
- Sales Management
- Negotiation
- Outbound Sales
- Customer Service
- Software troubleshooting
- Microsoft Word
- Empathy and rapport building
- Organization
- Data collection
- Interview techniques
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Telephone Survey Interviewer
ICF International, Inc.
10.2025 - Current
Bad Debt Medical Collector
Credit Management Company
04.2025 - 08.2025
Ecco USA Customer Service Agent
Ecco/EyeMed Vision Care
10.2023 - 01.2025
Ecco USA/Sirius XM Outbound Sales
SiriusXM
07.2023 - 10.2023
Corporate Travel Counselor
Taskus/CWT
07.2022 - 07.2023
Financial Advisor
Taskus/Coinbase
03.2022 - 07.2022
Territory Manager
Swisher International Ltd.
01.2017 - 07.2021
Trainer
Qualfon
07.2016 - 11.2016
Supervisor, Customer Service
Qualfon
01.2015 - 07.2016
Trainer
DISH
06.2004 - 05.2012
Customer Service Representative
Dish Network
01.2004 - 06.2004
Bachelor's - History
Our Lady of the Lake University