Karlee Garcia
High Point,NC
Summary
Experienced with managing customer care operations and ensuring high levels of customer satisfaction. Utilizes conflict resolution strategies to maintain positive customer relationships and team dynamics. Track record of successfully leading teams and implementing service improvements.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Care Manager
CABLE ONE INC
09.2008 - 10.2024
- Managed six call center/office locations throughout the state of Arizona.
- Managed daily operations of the customer care team, including hiring, annual reviews, coaching, and developing employees.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Maintaining accurate Residential Bulk inventory and billing.
- Created detailed reports summarizing key performance metrics related to customer service operations.
- Collaborated with cross-functional teams to resolve complex customer issues quickly and efficiently.
- Demonstrated ability to effectively handle customer inquiries and complaints in a professional manner.
- Performed quality assurance checks on calls and chats.
- Lead meetings and kept staff informed of changes or new requirements in policies and procedures.
- Assisted in developing budgets for departmental expenses.
- Ensured adherence to company policies and industry regulations when dealing with customers.
- Monitored employee performance metrics such as call response time and resolution rate., to ensure high levels of customer satisfaction.
- Reviewed monthly reports to assess spending patterns and potential areas of cost reductions.
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
- Established positive working relationships with community members involved in various events.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
General Manager
BURGER KING CORPORATION
07.1996 - 02.2008
- Created weekly schedules to optimize staffing and minimize labor costs
- Successfully managed a team of 10+ employees, ensuring high levels of customer service
- Facilitated regular meetings with staff to review goals, discuss challenges, and provide feedback
- Trained new hires on company policies and procedures
- Conducted performance reviews for employees on an annual basis
- Managed profit goals against budget and prior year, keeping controllable costs within budget
Education
High School Diploma -
Show Low High
Show Low, AZ05-1995
Skills
- Excellent Verbal and Written Communication
- Success In Recruiting, Training, and Developing Associates
- Understanding and Maintaining Superior Customer Service Standard
- Conflict Resolution Expertise
- Seasoned Management Professional
- Delegation and supervision
Certification
NCTI - Emerging Leader Certification
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Manager
CABLE ONE INC
09.2008 - 10.2024
General Manager
BURGER KING CORPORATION
07.1996 - 02.2008
High School Diploma -
Show Low High
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