JESSE GARCIA
Phoenix,AZ
Summary
Results-driven customer service professional with strong communication, leadership, and teamwork skills. Dedicated to delivering exceptional service, fostering positive relationships, and driving continuous improvement.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE WEB CHAT REPRESENTATIVE (CSR) BILINGUAL (SPANISH) TIER 1
Maximus Federal
07.2021 - Current
- Identify and respond to inbound requests and concerns as a Customer Service Representative (CSR) through online chat service and phone for both English and Spanish-speaking customers.
- Ensure strict adherence to HIPAA regulations to safeguard patient data while engaging in both phone calls or chats.
- Deliver top-tier customer support through clear and concise communication channels.
- Contribute to discussions aimed at maintaining and enhancing the quality of our past calls and chats.
- Train staff on operating procedures and company services. More specifically, facilitate the transition of Tier 1 phone CSRs, Dual-Role CSRs, Advance Resolution Center (ARC) CSRs, and Quality Assurances (QA) CSRs to webchat roles by offering targeted training and development.
MERCHANDISER
Fry's Electronics
09.2018 - 05.2019
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Verified products appeared at correct locations in proper quantities.
- Inspected merchandise for quality and arranged proper display location on floor.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
RIDE OPERATOR
Castles and Coasters
09.2013 - 09.2016
- Communicated effectively with patrons, providing them with detailed information about our facilities, safety measures, recreational activities, and guidelines.
- Monitor activities to ensure adherence to rules and safety procedures, or arrange for the removal of unruly patrons.
- Fasten safety devices for patrons, or provide them with directions for fastening devices.
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Fostered communication between ride operators and other amusement park personnel to support operations.
Education
Completion Certificate - Cybersecurity Bootcamp
University of Denver
Denver, CO09.2023
Skills
- Spanish- Can read, write, speak, translate, and interpret
- Technical Troubleshooting
- Customer Support
- Telephone reception
- Network development
- Performance Improvement
- Data entry proficiency
- Complex Problem-Solving
- Training and mentoring
Timeline
CUSTOMER SERVICE WEB CHAT REPRESENTATIVE (CSR) BILINGUAL (SPANISH) TIER 1
Maximus Federal
07.2021 - Current
MERCHANDISER
Fry's Electronics
09.2018 - 05.2019
RIDE OPERATOR
Castles and Coasters
09.2013 - 09.2016
Completion Certificate - Cybersecurity Bootcamp
University of Denver
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