Josefina Garcia
North Bergen,NJ
Summary
Dynamic and results-driven professional with an accomplished track record of deploying marketing and sales initiatives that consistently achieve client satisfaction, preserve brand integrity, translate product vision, and connect with diverse audiences. Collaborative and energetic leader who infuses over 30 years of experience to her team that in turn exceed performance goals.
Overview
32
32
years of professional experience
Work History
Business Owner/Director
JnL NextGen, LLC
04.1992 - Current
- Customer focused professional with over 30 years of experience
- Accomplished in enhancing operations through process improvement, staff development
- History of success in de-escalating customer issues
- Enhancing customer experiences and satisfaction, and uniting teams to deliver exceptional service
- As owner/director, I am the teacher, choreographer, costume designer, lighting and stage set designer and production manager
- I have successfully managed the dance School, with 200 plus students over the last 30 years.
Customer Service Representative Agent
American Airlines
08.2022 - 03.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Education
High school diploma -
Bachelor's in Dance education in Ballet, Tap, Jazz, Flamenco, Acrobatics and Lyrical/Contemporary Dance -
Dance Masters of America Teachers Training Program -
Skills
- Teaching
- Curriculum Development
- Production Management
- Microsoft Office
- Microsoft Word
- Operations management
- Customer Service
- Conflict resolution and de-escalation
- Process improvement
- Team leadership
- Excellent communication skills
Personal Information
Title: A Specialist in Team Coaching and Skills, Development and Client Advocacy
Timeline
Customer Service Representative Agent - American Airlines
08.2022 - 03.2023
Business Owner/Director - JnL NextGen, LLC
04.1992 - Current
- High school diploma,
- Bachelor's in Dance education in Ballet, Tap, Jazz, Flamenco, Acrobatics and Lyrical/Contemporary Dance,
- Dance Masters of America Teachers Training Program,
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