Marcos Garcia
Fort Myers,FL
Summary
Dynamic professional with extensive experience in mobile technology and customer service, particularly at TCC Wireless. Proven track record of boosting sales through personalized recommendations and fostering a collaborative team environment. Expertise in hardware maintenance and problem-solving, dedicated to cultivating inviting atmospheres that enhance customer satisfaction and loyalty. Bilingual communicator with strong leadership abilities, adept at driving team performance and delivering exceptional service.
Overview
8
8
years of professional experience
Work History
Agent Assist Line Supervisor
RUI USA LLC - FRONTIER COMMUNICATION
Fort Myers, FL
11.2025 - 05.2026
- Facilitated resolution of customer inquiries and issues, contributing to increased customer satisfaction.
- Streamlined communication channels among departments to ensure prompt service delivery.
- Implemented comprehensive training sessions for new agents on systems and procedures, fostering teamwork and effective communication.
- Assessed current workflows and initiated improvements to streamline processes and boost productivity.
- Facilitated communication between departments to ensure timely service delivery.
- Trained new agents on systems and procedures, fostering a collaborative work environment.
Retention Specialist
RUI USA LCC - Frontier Communications
Fort Myers, FL
05.2025 - 05.2026
- Analyzed customer feedback to identify retention challenges and develop targeted solutions.
- Led training sessions for new staff on effective communication techniques and customer engagement strategies.
- Implemented process improvements that enhanced the customer retention rate through streamlined follow-up procedures.
- Collaborated with cross-functional teams to design promotional offers aimed at increasing customer loyalty and satisfaction.
Lead Mobile Expert
TCC Wireless
Lehigh Acres, FL
09.2021 - 04.2025
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Recommended complementary purchases to customers, increasing revenue.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Mobile Expert
GP Mobile
Garfield, NJ
12.2020 - 09.2021
- Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
- Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
- Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
- Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.
- Boosted sales performance with personalized recommendations tailored to each customer''s unique needs.
General Manager
Express
Garfield, NJ
11.2018 - 12.2020
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Education
Associate of Science - Computer And Information Sciences
Lehman College
Bronx, NY06-2020
High School Diploma -
Archimedes Academy
The Bronx, NY06-2017
Skills
- Team management
- Hardware maintenance
- Network security
- Expert mobile knowledge
- Teamwork and collaboration
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Relationship building
- Organizational skills
- Goal-oriented mindset
- Clear communication
- Customer complaint resolution
- Knowledge of blockchain technology
Languages
Spanish
Full Professional
Interests
- Watching Movies and TV Shows
- Food Tourism
- Road Trips
Timeline
Agent Assist Line Supervisor
RUI USA LLC - FRONTIER COMMUNICATION
11.2025 - 05.2026
Retention Specialist
RUI USA LCC - Frontier Communications
05.2025 - 05.2026
Lead Mobile Expert
TCC Wireless
09.2021 - 04.2025
Mobile Expert
GP Mobile
12.2020 - 09.2021
General Manager
Express
11.2018 - 12.2020
High School Diploma -
Archimedes Academy
Associate of Science - Computer And Information Sciences
Lehman College