JOEL GARCIA
Tampa,FL
Summary
Experience in selling and ability to excel in a fast pace, dynamic environment. Superior analytical, problem solving and organizational skills. Proven project work with evidence of creative and critical thinking. Excellent communication skills. Able to successfully sell and re-sell products and services through multiple positions held within the company. Superior customer service skills with over 20 years of experience. Support daily business operations, including processing customer billing and transactions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
USAA Customer Service / Sales Agent
USAA
03.2023 - 06.2024
- Within defined guidelines and framework, provides the Property & Casualty (P&C) member experience by performing customer service, sales, and retention activities for one or more USAA personal line products that occur across multiple contact channels (i.e
- Inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security and aligns to USAA standards.
Sales Supervisor
Charter Communications
08.2019 - 02.2022
- Actively and consistently support all efforts to simplify and enhance the customer experience
- Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy, sales and teamwork
- Oversee all daily sales and performance activities of their team
- Lead and guide the team in the attainment of sales goals and performance metrics
- Monitor individual team and team performance to ensure sales, performance and quality standards are met or exceeded
- Provide regular coaching and feedback to individual agents
- Motivate individual agents and the team to meet and exceed sales goals
- Develop and maintain a positive sales culture
- Provide recommendations for and implement new sales strategies within the call center to maximize sales opportunities
- Perform all staffing-related activities including goal-setting, monitoring, measuring and coaching performance, performance reviews and disciplinary action
- Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives
- Perform multiple administrative duties: Review and approve time-off requests and payroll
- Perform other duties as requested.
USAA Senior Lead Agent
USAA
10.2017 - 01.2019
- Within defined guidelines and framework, provides the Property & Casualty (P&C) member experience by performing customer service, sales, and retention activities for one or more USAA personal line products that occur across multiple contact channels (i.e
- Inbound phone calls, email, chat, social media, etc.) to provide adequate coverage and advice to help ensure members’ financial security and aligns to USAA standards.
Customer Service/Sales
Verizon Communications/Frontier
10.2005 - 12.2016
- Fielded an average of (80) customer service calls per day
- Recommended and helped customers select merchandise based on their needs
- Confirmed that appropriate changes were made for customer resolution
- Issued credits and made customer accommodation to maintain high levels of customer satisfaction
- Trained new employees on company customer service policies and service level standards.
Education
undefined
Skills
- Approachable and energetic
- Effective and dedicated team player
- Staff training and development
- Proficient in Avaya software customer management systems, kronos, metrix and CRM
- Fluent in English and Spanish
- Resolution-oriented
- Superior communication skills
- Microsoft Excel proficiency
- MS Office proficient
- Oracle
- CRM
- Basic clerical knowledge
- Relationship selling
- Team leadership
- Positive outlook
- Dependable
Accomplishments
- Promoted to lead 6/4/2012
- Top seller for the company. This role included handling of escalations, retaining customers, and peer to peer improvements of customer service and sales. This position also included management of sales teams in supervisors' absence.
- Save it program for FIOS - 6/25/2012
- A national initiative to retain customer with high level of complaints. This initiative was created to empower our front-line representatives with assisting our customers and reduce churn.
- Close Rate Champion - 10/30/2012
- Management of (18) representatives at any given time. With one month increments, representatives were directly coached on how to improve overall sales skills. All representatives after my coaching continually surpassed overall numbers and enhanced the level of customer service and increased sales.
- Diamond Club Winner in 2005 and 2006
- Platinum winner in 2007
- Assistance in Center Sales Improvement Award in 2013
- Verizon Gold Circle Award also in 2013
License
220 PROPERTY AND CASUALTY
Certification
220 Personal Lines Insurance License
Languages
Spanish
Full Professional
English
Native or Bilingual
Software
Microsoft suite
Excell
Timeline
USAA Customer Service / Sales Agent
USAA
03.2023 - 06.2024
Sales Supervisor
Charter Communications
08.2019 - 02.2022
USAA Senior Lead Agent
USAA
10.2017 - 01.2019
Customer Service/Sales
Verizon Communications/Frontier
10.2005 - 12.2016