Jaclyn Garcia
Orlando
Summary
Experienced bilingual leader in the travel and aviation industry, with a strong background in customer service, training, and operations. Skilled at leading teams, resolving escalations, improving workflows, and supporting system implementations.
Overview
14
14
years of professional experience
Work History
Lead TrueBlue Travel
Paisly
08.2024 - Current
- Lead and support bilingual and English speaking crewmembers
- Coached and supported crewmembers to improve performance, providing feedback and guidance to help them meet and exceed goals
- Support corporate escalations and complex customer issues
- Assist in onboarding and training for JetBlue Vacations liaison role
- Contribute to system launches including Twilio 2.0, Verint and Assistance Request 2.0
- Support transitions including Avaya to Amazon Connect (AWS)
- Maintain and update Help Center resources for TrueBlue Travel crewmembers
- Collaborated cross-functionally to improve processes and procedures
- Conducted Interviews for JetBlue Vacations and UA crewmembers
- Coordinated monthly Team Ups meetings with Tech, Commercial and Operations to resolve website issues affecting frontline crewmembers and relay customer experience feedback
- Supported the convergence of TrueBlue Travel support team
Medical Assistant
Dr. Richard Bragg
07.2012 - 01.2025
- Supported patients in achieving their weight loss goals through personalized coaching, guidance and ongoing encouragement
- Assisted the physician during procedures, ensuring patient comfort and efficiency
- Scheduled and confirmed patient appointments while ensuring a smooth and organized workflow
- Managed patient communications including answering calls and addressing inquiries
- Processed payments and maintained accurate records
- Monitored and managed inventory of medical supplies to ensure availability
Junior Lead Paisly
Paisly
05.2023 - 08.2024
- Trained and onboard multiple new hire classes
- Managed escalations and assistance request
- Updated SOPs for hotels, car rentals and travel bags
- Created service and sales workflow charts
- Provided real time support via internal communication channels
- Conduct monthly one-on-one coaching sessions, call monitoring and performance evaluation
- Supported and trained Hotel Beds and VRBO Vacations Rentals launch
- Onboarded and managed customer testimonials for TrueBlue Travel Website
Jr. Analyst, Quality Assurance
JetBlue Travel Products
11.2021 - 05.2023
- Monitored and evaluated team calls to ensure quality standards
- Updated SOPs and handled escalations
- Provided operational support to team members
- Assisted with onboarding first class of ByBlue (now TrueBlue Travel)
ByBlue Representative
JetBlue Travel Products
06.2020 - 11.2021
- Assisted in launching the ByBlue call center (now TrueBlue Travel)
- Developed SOPs for travel products (hotels, car rentals, and activities)
- Tested systems and provided feedback for improvements
- Delivered customer support for travel bookings and inquiries
Special Assignment Operations Coordinator
JetBlue Travel Products
03.2019 - 06.2020
- Managed hotel contracts, promotions and inventory updates
- Maintained pricing, availability and reservation accuracy
- Coordinated product updates to ensure timely availability
Sales Specialist
Jetblue Vacations Sales
02.2017 - 03.2019
- Sold vacations packages and met monthly sales targets
- Delivered one call resolution and exceptional customer service
- Built strong customer relationships to enhance experience
- Assist monthly business partners meetings
Reservation Agent
JetBlue Airways
11.2014 - 02.2017
- Handled reservations, itinerary changes and customer inquiries
- Provided high level customer service and problem resolution
- Supported sales initiatives
Education
Licensed Esthetician -
Artistic School & Cosmetology
Dental Hygienist - Expanded Functions
Ponce Paramedical College
Ponce, Puerto RicoAssociate of Science - Nursing
Universidad De Puerto Rico
Ponce, Puerto Rico Skills
- Bilingual (English & Spanish)
- Team Leadership and Coaching
- Customer Service Excellence
- Sales & Performance Metrics
- Process Improvement
- Training & Onboarding
- Quality Assurance
- Systems & Platform Testing
REWARDS
Ponce Paramedical College, Magna Cum Laude
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Lead TrueBlue Travel
Paisly
08.2024 - Current
Junior Lead Paisly
Paisly
05.2023 - 08.2024
Jr. Analyst, Quality Assurance
JetBlue Travel Products
11.2021 - 05.2023
ByBlue Representative
JetBlue Travel Products
06.2020 - 11.2021
Special Assignment Operations Coordinator
JetBlue Travel Products
03.2019 - 06.2020
Sales Specialist
Jetblue Vacations Sales
02.2017 - 03.2019
Reservation Agent
JetBlue Airways
11.2014 - 02.2017
Medical Assistant
Dr. Richard Bragg
07.2012 - 01.2025
Licensed Esthetician -
Artistic School & Cosmetology
Dental Hygienist - Expanded Functions
Ponce Paramedical College
Associate of Science - Nursing
Universidad De Puerto Rico