Gerardo Garza
Harlingen
Summary
Demonstrates strong communication and engagement skills to gather high-quality data through telephone surveys. Maintains data integrity and adheres to survey protocols, ensuring accuracy in participant responses. Collaborates effectively with teams to enhance interviewing techniques and adapt to project changes.
Overview
23
23
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 Computer Aided Telephone Interviewing (CATI) system
- Accurately recorded participant responses while navigating survey software and maintaining data integrity
- Engaged with public professionally and positively, ensuring neutrality and bias-free interviews
- Followed detailed scripts and survey protocols to ensure consistency and compliance with research standards
- Collaborated with team leads and colleagues to enhance interviewing techniques, contributing to project goal achievement
- Participated in training and feedback sessions to strengthen skills and enhance overall performance
BAD DEBT MEDICAL COLLECTOR
Credit Management Company
Pittsburgh
04.2025 - 08.2025
- Managed portfolio of accounts, achieving collection targets each month
- Negotiated payment arrangements with delinquent customers, enhancing debt recovery rates
- Maintained accurate, up-to-date records of collection activities and customer interactions to support efficient operations
ECCO USA CUSTOMER SERVICE AGENT
Ecco/EyeMed Vision Care
10.2023 - 01.2025
- Assisted members in understanding vision insurance benefits, navigating plan details, and resolving claim-related issues, enhancing member satisfaction.
- Verified patient eligibility and benefits to facilitate seamless provider interactions.
- Addressed customer concerns and ensured accurate information delivery while maintaining strict confidentiality in compliance with HIPAA guidelines.
ECCO USA/SIRIUS XM OUTBOUND SALES
SiriusXM
07.2023 - 10.2023
- Persuasively presented SiriusXM value during outbound calls, driving subscription growth.
- Surpassed sales targets by initiating proactive SiriusXM outbound calls.
- Established customer rapport and addressed sales objections effectively during outbound calls.
- Demonstrated strong product knowledge and sales closing skills in an outbound calling environment.
CORPORATE TRAVEL COUNSELOR
Taskus/CWT
Harlingen
07.2022 - 07.2023
- Managed complex travel issues: Executed detailed travel arrangements (air, hotel, car, rail) for diverse clients, ensuring seamless travel experiences.
- Resolved complex travel issues: Addressed non-standard travel challenges, including multi-destination itineraries and complex fare calculations, enhancing client satisfaction.
- Provided Expert Travel Guidance: Offered insightful recommendations to optimize client travel experiences.
- Drove sales through upselling: Increased revenue by promoting travel-related products and services aligned with client needs.
- Completed project deliverables and finalized documentation.
FINANCIAL ADVISOR
Taskus/Coinbase
Harlingen
03.2022 - 07.2022
- Researched and resolved end-user issues through phone, email, and chat support, enhancing client satisfaction.
- Managed and maintained a test lab of devices to reproduce customer issues, facilitating effective troubleshooting.
- Ensure that all log-in and passwords (both internal & external) are kept confidential.
- Documented customer interactions per standard operating procedures to ensure accuracy and compliance.
TERRITORY MANAGER
Swisher International Ltd.
Harlingen
01.2017 - 07.2021
- Led sales, distribution, and merchandising efforts for Swisher brands in assigned territory, enhancing brand visibility.
- Presented and executed trade initiatives with retail partners, achieving revenue goals.
- Delivered compelling sales presentations to key customers.
- Oversaw promotional funds, inventory, and working capital management, ensuring precise financial reporting.
TRAINER
Qualfon
Harlingen
07.2016 - 11.2016
- Trained and mentored 30 new personnel, ensuring effective role fulfillment and team integration.
- Developed instructional and curriculum design skills through collaboration with educators to enhance learning outcomes.
- Utilized various assessment tools to evaluate learners' performance in classroom settings.
- Created tailored action plans for underperforming individuals, facilitating achievement of performance goals.
- Demonstrated skill in inspiring and motivating team members to achieve their goals.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
SUPERVISOR, CUSTOMER SERVICE
Qualfon
Harlingen
01.2015 - 07.2016
- Cultivated strong customer relationships through positive attitude and attentive responses, enhancing customer satisfaction.
- 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.
- Mentored employees to improve execution of assigned duties, contributing to overall team effectiveness.
- Fostered open relationships with team members, facilitating quick issue resolution and improving team dynamics.
- Assisted with new hire processing and existing training programs.
- Implemented new working processes to deliver multiple improvements.
TRAINER
DISH
Harlingen
06.2004 - 05.2012
- Expert in Inbound/Outbound Sales: Proven track record of exceeding sales targets in call center environments.
- Delivered effective training programs for inbound customer service teams, enhancing team performance and customer satisfaction.
- Developed and delivered sales training programs emphasizing upselling and cross-selling techniques, contributing to increased revenue.
- 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.
- Motivated teams to exceed sales goals through effective communication and support, fostering a high-performance culture.
CUSTOMER SERVICE REPRESENTATIVE
Dish Network
Harlingen
01.2004 - 06.2004
- Provided comprehensive customer support for DISH, resolving complex billing, programming, and troubleshooting inquiries.
- Delivered solutions for technical issues, ensuring customer satisfaction and minimizing service disruptions.
- Managed high volume of back-to-back customer calls, effectively utilizing time management and problem-solving skills to enhance service delivery.
- Established and maintained positive customer relationships through effective communication and active listening, fostering loyalty.
- Educated customers on maximizing DISH experience by highlighting key product features and benefits.
Education
Bachelor's - History
Our Lady of the Lake University
San Antonio, TX01.1999
Skills
- Empathy and rapport building
- Organization
- Data collection
- Assertiveness
- Customer service and assistance
- Inbound and outbound calls
- Data entry
- Client interaction
- Client engagement
- Interviewing clients
- Participant screening
- Telephone etiquette
- Teamwork
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