Jennifer Lee Garcia
Chandler,AZ
Summary
15+ years of experience accelerating profitability by effectively owning the customer experience to consistently deliver exceptional service. Strong background in developing customer experience strategies, driving human touch for consumers, reducing critical issues for audiences, fostering strategic initiatives, and enhancing process improvements. Excel at bolstering productivity and efficiency to obtain maximum benefit and reduce risks Recognized as a forward-thinking problem-solver who consistently executes strategies with precision. Managed 45 employees.
Overview
18
18
years of professional experience
Work History
Recovery Specialist
Iqor
Chandler, AZ
- Championed successful collection strategies for delinquent Sprint/Nextel accounts, ensuring compliance with collection guidelines. Provided expert handling of accounts facing short-term payment challenges, delivering tailored solutions to meet customer needs. Maintained impressive average of 60+ calls per hour using predictive dialer. Recognized as top collector in department of 50, holding number one position throughout entire duration of employment.
Account Executive
Direct Alliance
Tempe, AZ
- Catalyzed revenue growth for commercial division by proactively reaching out to both new and existing Best Buy for Business clients, establishing and nurturing relationships. Catered to clients’ specific needs and aspirations, helping them achieve their future technology goals by providing tailored solutions and exceptional service.
Loan Consultant/Receptionist
Real Estate Center of La Mesa
La Mesa, CA
- Specialized in soliciting and originating mortgage loans for new home purchases and refinancing, offering bespoke loan solutions to align with clients’ financial profiles. Conducted detailed assessments of credit reports and income statements, and underwrote income versus debt and asset valuations. Managed all office operations, including handling client communications via email, phone, mail, and fax, and supported loan processors, loan consultants, and Realty Agents.
Sales Support/ Business Development Representative
Toyota of El Cajon
El Cajon, CA
- Directed inbound sales calls and follow-ups with prospective Toyota customers, significantly boosting engagement and conversion rates. Played pivotal role in lease turn-ins, collaborating directly with Toyota Financial to streamline vehicle grounding in inventory. Contributed to 25% increase in new and pre-owned automobile sales each month. Renowned for establishing instant rapport with clients, earning recognition as top inbound sales agent in business development center.
Communication Specialist/ Shift Leader/ Assistant Operations Manager
MedAire, International SOS
08.2012 - Current
- Lead high-performing team of 10-15 coordinators in delivering exceptional customer experiences in call center environment, enhancing SLAs and successfully managing five projects in high-pressure environment. Monitor case volume, mitigate customer concerns, introduce strategic initiatives that enhance service quality, and foster cross-departmental collaboration. Coach team members and conduct performance reviews.
- Achieved increase in overall efficiency and significant reduction in service-related complaints by effectively directing daily operations across multiple regions.
- Improved team performance and customer satisfaction by implementing new product rollouts, developing case management guidelines, and creating comprehensive training materials.
Senior Transaction Processor
ACS
Tempe, AZ
01.2011 - 12.2012
- Facilitated Title IV funding acquisition for about 100 new and existing students in varied academic schedules daily. Determined and allocated eligible funds post-enrollment cessation, and processed funds using several applications. Exhibited expertise in data management, including review, verification, auditing, monitoring, and reconciliation.
- Ensured compliance with federal regulations and maintained high accuracy in Title IV fund allocation by efficiently packaging and processing funding for students.
- Surpassed monthly production quotas and quality benchmarks consistently by optimizing transaction processing workflows and implementing best practices.
Property Loss Draft Service/ Claims/ Auto Insurance Specialist
Balboa Insurance
Chandler, AZ
01.2008 - 09.2009
- Drove smooth operations and stellar customer service by proficiently engaging with clients, third-party customer service contractors, and upper management through various communication channels. Oversaw call handling times, ensured timely and accurate data processing, and maintained active policies with strong grasp of insurance coverage requirements. Trained new hires and provided internal support, equipping them with essential skills to excel in their roles.
- Reduced abandoned call rates by savvily managing high-volume production department by accurately analyzing call handling metrics to identify inefficiencies and implementing targeted solutions.
- Recognized for exceptional service delivery, consistently receiving commendations for handling average of 100 clients per shift.
Skills
- Customer Acquisition
- Project & Task Management
- Persuasive Communicator
- Customer Focus
- Analysis
- Cross-Functional Collaboration
- Repeat/Referral Business Generation
- Complaint Management
- Reporting
- Organization
- Decision-Making
- Innovation
- Self-Motivation
- MS Office Suite (Excel, Office, PowerPoint, Word)
Websites
Timeline
Communication Specialist/ Shift Leader/ Assistant Operations Manager
MedAire, International SOS
08.2012 - Current
Senior Transaction Processor
ACS
01.2011 - 12.2012
Property Loss Draft Service/ Claims/ Auto Insurance Specialist
Balboa Insurance
01.2008 - 09.2009
Recovery Specialist
Iqor
Account Executive
Direct Alliance
Loan Consultant/Receptionist
Real Estate Center of La Mesa
Sales Support/ Business Development Representative
Toyota of El Cajon
Earlier Roles Include
- Recovery Specialist – Iqor, Chandler, AZ
- Account Executive – Direct Alliance, Tempe, AZ
- Loan Consultant/Receptionist – Real Estate Center of La Mesa, La Mesa, CA
- Sales Support/ Business Development Representative – Toyota of El Cajon, El Cajon, CA