Marcus Garcia
Phoenix ,AZ
Overview
13
13
years of professional experience
Work History
Escalation Officer / Customer Service Rep
Consumer Cellular
Chandler, AZ
01.2021 - 04.2025
- Ensured the security and confidentiality of sensitive information. Oversee a workforce of 20 to 25 employees. Call Center based.
- Identified needs of customers promptly and efficiently.
- Oversaw the development and implementation of operational procedures.
- Facilitated training sessions for new employees on company policies and procedures.
- Coordinated with legal counsel to ensure organizational compliance.
- Utilize internal and external resources to seek knowledge about insurance plans.
Send proactive messages to both patient and ordering/ receiving providers about referral processing statuses.
Meet productivity metrics and quality KPIs on a daily/ weekly basis. - Gather appropriate documentation to support the referral authorization and subsequent specialty appointment scheduling.
Keep current on all knowledge base articles and workflow changes posted in Teams Channels
Acccount Manager
LA Fitness
Phoenix , AZ
07.2015 - 08.2016
- Worked on Microdoft Outlook, Microsoft Office , Zendesk, Telegence and Excel.
All Purpose Clerk and Cashier
Fry's Food And Drug
Phoenix , AZ
01.2012 - 03.2016
- Conducted inventory counts to ensure accuracy of stock levels.
- Performed additional duties as assigned by management.
- Generated sales reports on daily, weekly and monthly basis to track performance.
- Managed customer inquiries and complaints in a professional manner.
- Built displays for merchandise in accordance with company standards.
- Monitored office supplies inventory and placed orders when necessary.
- Troubleshot office equipment, computer hardware and software issues.
Education
High School Diploma -
Arcadia
Phoenix, AZ06-2012
Skills
- Customer relationship management
- Project management
- Team building
- Employee training
- Inventory management
- Time management
- Customer feedback
Timeline
Escalation Officer / Customer Service Rep
Consumer Cellular
01.2021 - 04.2025
Acccount Manager
LA Fitness
07.2015 - 08.2016
All Purpose Clerk and Cashier
Fry's Food And Drug
01.2012 - 03.2016
High School Diploma -
Arcadia
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