JONATHAN GARCIA
El Paso,TX
Summary
Experienced contact center supervisor with 15 years in customer service and five years in management, specializing in leading teams, optimizing service levels, and enhancing customer interactions. Skilled in coaching and mentoring agents, driving performance metrics, and implementing strategies that improve efficiency, engagement, and satisfaction. Adept at de-escalating customer concerns, resolving issues effectively, and fostering a culture of continuous improvement. Strong ability to analyze trends, provide actionable feedback, and collaborate across teams to enhance operational success. Proficient in Microsoft Excel, workforce management tools, and contact center best practices, with a solutions-oriented approach and a passion for leadership. Committed to building a positive, high-trust environment where both customers and employees thrive.
Overview
10
10
years of professional experience
Work History
CALL CENTER SUPERVISOR
DATAMARK, Inc.
04.2024 - Current
- Lead a team of contact center representatives, ensuring top-tier customer service while meeting performance metrics
- Provide coaching and feedback to agents, improving efficiency, call quality, and compliance with company policies
- Analyze key performance indicators (KPIs) such as average handle time (AHT) and adherence to drive team success
- Collaborate with internal departments to optimize workflows and enhance customer experience
- Train and mentor team members for career progression opportunities within Datamark
- Supervised 20 consultants in providing excellent customer service to callers requiring assistance for Bright Horizons services
ASSISTANT TRAINER
Spectrum
05.2020 - 04.2024
- Managed recruitment, training, and development of sales teams, enhancing overall team performance
- Assessed training effectiveness and implemented strategies to address gaps
- Trained agents on sales and account management, improving efficiency and profitability by offering bundle services including promotional offers and virtual purchase points.
- Managed logistics for training events, including scheduling, room setup, and equipment preparation, enabling smooth execution of each session.
CALL CENTER SUPERVISOR
Maximus Federal
03.2020 - 11.2020
- Increased productivity by implementing best practices in customer service and call resolution techniques in a federal environment
- Provided coaching and feedback to agents, enhancing call quality and customer interactions
- Conducted performance evaluations to ensure employee growth and retention
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
LOGISTICS ANALYST
Verde Logistics
12.2014 - 07.2019
- Planned and supervised shipments, ensuring timely deliveries and supply chain efficiency
- Managed high-volume paperwork and resolved invoicing issues with vendors
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Provided training on new systems and process improvements to promote adoption among team members within the logistics department.
Education
High School Diploma -
New Summit
El Paso, TX05.2009
Skills
- Contact Center Management
- Performance Monitoring & Coaching
- Customer Service & Escalation Handling
- Staff Training & Development
- Data Analysis & Reporting
- Process Improvement & Compliance
- Call monitoring
- Microsoft Office Suite & CRM Software
Languages
Spanish
Native or Bilingual
Timeline
CALL CENTER SUPERVISOR
DATAMARK, Inc.
04.2024 - Current
ASSISTANT TRAINER
Spectrum
05.2020 - 04.2024
CALL CENTER SUPERVISOR
Maximus Federal
03.2020 - 11.2020
LOGISTICS ANALYST
Verde Logistics
12.2014 - 07.2019
High School Diploma -
New Summit
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