Julio Garcia
Fort Worth,TX
Summary
Bilingual customer service and financial services professional with 5+ years of experience at Synchrony Bank, specializing in consumer lending, complex account inquiries, escalated complaint resolution, and customer relationship management. Proven ability to investigate account activity, resolve challenging customer concerns, and deliver accurate, timely solutions while maintaining high standards of service quality and regulatory compliance. Experienced in supporting customers and internal teams, managing competing priorities in fast-paced environments, and identifying opportunities to improve processes and the overall customer experience. Passionate about delivering empathetic, efficient, and customer-focused support and eager to contribute to Cherry’s mission of making healthcare more financially accessible.
Overview
2
2
years of post-secondary education
14
14
years of professional experience
Work History
Rotational Corporate Consumer Relations, Team Lead
Synchrony Bank
Frisco, Texas
08.2026 - Current
- Deliver exceptional service and maintain professional relationships with customers, specialists, managers, cross-functional partners, and senior leadership.
- Provide day-to-day leadership, coaching, and subject matter guidance to specialists on complex complaints, escalations, process questions, and case resolution strategies.
- Serve as a subject matter expert for Corporate Consumer Relations (CCR), ensuring consistent case handling, thorough investigations, procedural accuracy, and adherence to established compliance standards.
- Monitor complaint queues and workload distribution, proactively reassigning, managing, and closing cases to maintain productivity, balance team capacity, and support timely resolution.
- Oversee daily operational activities by reviewing performance and case management reports, identifying potential issues, and supporting initiatives that improve team effectiveness.
- Support managers with process execution, operational reporting, departmental projects, and implementation of process enhancements.
- Communicate process changes, procedural updates, and business initiatives to specialists, ensuring consistent understanding and application across the team.
- Analyze complaint trends and operational challenges, escalating recurring issues and improvement opportunities to cross-functional partners and senior leadership.
- Coordinate refresher training, coaching sessions, and targeted action plans in partnership with Global Learning and Development to strengthen specialist performance and process knowledge.
- Conduct side-by-side observations and listening sessions to evaluate process adoption, gather employee feedback, and support change management initiatives.
- Identify and address knowledge gaps involving training materials, job aids, the Reasonable Investigation Matrix (RIM), and complaint response phrasing to improve investigation quality and consistency.
- Manage complex and high-priority complaints involving executive leadership (ELT), clients, and customers, ensuring thorough investigation, appropriate escalation, and resolution through case closure.
- Reinforce a culture of accountability, collaboration, ownership, and continuous improvement while ensuring compliance with regulatory requirements, internal policies, and established procedures.
- Clearly communicate complex procedures, business expectations, and process methodologies to stakeholders at all organizational levels.
- Support additional business initiatives and special projects to address evolving operational needs and departmental priorities.
Senior Specialist, Corporate Consumer Relations
Synchrony Bank
Frisco, Tx
08.2023 - Current
- Investigate and resolve complex customer complaints submitted through regulatory agencies, the Better Business Bureau (BBB), and other escalation channels.
- Collaborate with cross functional business partners and process owners to investigate account concerns, determine root causes, and implement appropriate resolutions.
- Develop clear, comprehensive, and fact based written responses addressing customer concerns while maintaining compliance with regulatory requirements and company policies.
- Analyze complaint trends and recurring issues to identify operational gaps, recommend corrective actions, and improve the overall customer experience.
- Manage sensitive escalations by balancing customer advocacy, regulatory obligations, risk mitigation, and business objectives.
- Maintain accurate case documentation and tracking to support audit readiness, reporting accuracy, and consistent complaint handling practices.
- Serve as a liaison between customers, internal stakeholders, and external regulatory entities to facilitate timely and effective complaint resolution.
- Contribute to special projects and process improvement initiatives designed to strengthen operational efficiency, service quality, and complaint management.
Specialist, Account Manager
Synchrony Bank
08.2022 - 08.2023
- Resolved complex customer escalations by analyzing account concerns, identifying solutions, and applying established policies and procedures.
- Served as a subject matter resource for frontline representatives supporting Payment Solutions and CareCredit, providing guidance on systems, policies, procedures, and account resolution.
- Partnered with frontline associates, retail partners, and internal stakeholders to address service challenges and strengthen customer relationships.
- Evaluated credit-related decisions and account circumstances, exercising sound judgment when cases required consideration beyond standard system recommendations.
- Identified recurring service issues and communicated trends, performance gaps, and training opportunities to appropriate stakeholders.
- Supported employee development through coaching, training, and guidance to improve problem solving capabilities, policy knowledge, and service quality.
Customer Engagement Specialist
Synchrony Bank
09.2021 - 08.2022
- Managed customer credit account inquiries across multiple merchant portfolios while adhering to applicable financial regulations, company policies, and servicing procedures.
- Resolved billing, account servicing, and general customer concerns through effective problem-solving, active listening, and clear communication.
- Consistently worked toward performance objectives for quality, productivity, schedule adherence, and customer service.
- Maintained accurate, thorough account documentation to support case continuity, operational standards, and compliance requirements.
Central Station Supervisor
Southwest Dispatch Center
Richardson
02.2013 - 06.2021
- Supervised daily central station operations and supported teams responsible for monitoring and responding to security alarms, video surveillance events, fire alarms, and other time-sensitive incidents.
- Coached and developed team members through performance feedback, operational guidance, and quality monitoring to strengthen service delivery and team effectiveness.
- Managed escalated calls and complex incidents, coordinating appropriate responses while maintaining established protocols and service expectations.
- Prepared and reviewed daily and weekly operational reports to monitor performance, maintain accurate records, and support compliance with established procedures.
- Reinforced adherence to operational policies, response protocols, and quality standards in a fast-paced, high-accountability environment.
- Demonstrated sustained career progression through multiple positions within the organization, building expertise in team leadership, incident management, and operational performance.
Education
Associate of Science -
El Centro College
Dallas 10.2022 - 10.2024
High School Diploma - General Education
Longview High School
LongviewSkills
- Technology Oriented
- Conflict Resolution
- Business development
- Excellent communication skills
- Fast learner
- Customer Engagement Specialist
- Supervising Experience
- Microsoft Office
- Critical Thinking
- Detail Oriented
- Organizational Skills
- Assertiveness
- Decision-making
- Data entry
- Banking
- People Person
Languages
Spanish, English
Timeline
Rotational Corporate Consumer Relations, Team Lead
Synchrony Bank
08.2026 - Current
Senior Specialist, Corporate Consumer Relations
Synchrony Bank
08.2023 - Current
Associate of Science -
El Centro College
10.2022 - 10.2024
Specialist, Account Manager
Synchrony Bank
08.2022 - 08.2023
Customer Engagement Specialist
Synchrony Bank
09.2021 - 08.2022
Central Station Supervisor
Southwest Dispatch Center
02.2013 - 06.2021
High School Diploma - General Education
Longview High School