LaQuita Garcia
Monroe,USA
Summary
Technical support specialist with extensive experience in troubleshooting and customer service. Strong background in training new team members, analyzing support data for efficiency improvements, and delivering exceptional customer experiences through effective problem management and solution guidance.
Overview
29
29
years of professional experience
Work History
Sr Technical Care Specialist - Business
NewWave Communications / CableOne / Sparklight
Monroe, USA
11.2014 - Current
- Diagnosed and resolved customer issues using advanced troubleshooting techniques.
- Provided technical support and troubleshooting assistance to customers via telephone, email, chat, and remote access.
- Analyzed data to troubleshoot modems and wireless devices, improving response times.
- Communicated with customers to clarify issues and provide solutions.
- Managed escalated customer inquiries with professionalism and empathy.
- Maintained a high level of customer satisfaction by providing prompt resolution of customer complaints or concerns.
- Assessed customer needs to determine the best course of action for resolving their issues.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted in training new team members on technical procedures and tools.
- Assisted in training new employees on various aspects of Technical Care operations.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Created reference material for users by writing operation instructions.
Kitchen Stewarding Supervisor
The Service Companies
Biloxi, USA
03.2012 - 02.2014
- Managed a team of 30 across 2 departments, focusing on the cleanliness and sanitation of kitchens, equipment, and dishes in compliance with Beau Rivage casino and health department standards.
- Trained and mentored staff on cleaning and sanitation protocols.
Shift Leader/Cashier
Pilot Flying J / Love's Travel Stops
Biloxi, USA
02.2009 - 04.2011
- Customer service at the fuel desk and deli
- Ensured accurate cash balance in registers and safe
- Cleaned and sanitized deli and restrooms daily to maintain hygiene
Dispatcher / Customer Pick Up Clerk / Loader
American Home Furnishings
Tucson, USA
09.2007 - 01.2009
- Oversee vehicle scheduling and routes, dispatch vehicles, and provide timely information to drivers
- Developed delivery routes using maps and traffic information to optimize efficiency.
- Identified and addressed drop-off and pickup issues to ensure smooth operations.
- Ensure care when loading products for the customers and delivery drivers
- Maintained call logs to accurately track ingoing and outgoing communications.
- Report all scheduling and driver complaints to the appropriate location manager
Deli Associate/ Demonstrations Associate
Albertson's Grocery
Downey, USA
11.2006 - 08.2007
- Responded to customer queries, provided product recommendations, and offered samples to enhance customer experience.
- Show products at demonstration's table to customers to increase sales
- Assisted customers in locating, selecting, and purchasing products to meet their needs.
- Delivered prompt service and maintained high customer satisfaction levels.
- Weigh, label, package and make products ready for billing and delivery.
- Stock and organize displays and showcases.
- Coordinate with other staff in following food safety and hygiene procedures according to company policy.
- Maintained tools and equipment to support efficient operations.
Supervisor
A.A.F.E.S. Keesler Main Exchange
Keesler AFB, USA
12.1999 - 02.2000
- Oversaw daily store operations, including opening and closing procedures to ensure smooth workflow
- Maintained cleanliness and organization of store to enhance customer experience
- Ensuring compliance with safety regulations and company policies
- Completed necessary paperwork and reports to support operational efficiency
- Balancing cash registers and reconciling cash drawers
Retail Sales Associate/Cashier
A.A.F.E.S. Main Exchange
Keesler AFB, USA
03.1997 - 12.1999
- Established rapport through conversation and tailored recommendations to enhance customer experience
- Cross-sell products
- Maintained back stock room and organized merchandise displays on sales floor to optimize product visibility
- Collaborated with team members to ensure a clean and organized sales floor, promoting a positive shopping environment
Education
GED -
Mississippi Gulf Coast Community College
Biloxi, MS05-1998
Skills
- Technical support and troubleshooting
- Remote help desk assistance
- Customer care and issue resolution
- Process optimization and analysis
- Mentorship and leadership
- Service coordination and resolution
- Document comprehension and creation
Additional Information
Authorized to work in the US for any employer
Job Title
Sr Technical Care Specialist
Timeline
Sr Technical Care Specialist - Business
NewWave Communications / CableOne / Sparklight
11.2014 - Current
Kitchen Stewarding Supervisor
The Service Companies
03.2012 - 02.2014
Shift Leader/Cashier
Pilot Flying J / Love's Travel Stops
02.2009 - 04.2011
Dispatcher / Customer Pick Up Clerk / Loader
American Home Furnishings
09.2007 - 01.2009
Deli Associate/ Demonstrations Associate
Albertson's Grocery
11.2006 - 08.2007
Supervisor
A.A.F.E.S. Keesler Main Exchange
12.1999 - 02.2000
Retail Sales Associate/Cashier
A.A.F.E.S. Main Exchange
03.1997 - 12.1999
GED -
Mississippi Gulf Coast Community College