Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Maribel Garcia

San Bernardino,CA

Summary

Multilingual Customer Service Supervisor with expertise in team management and enhancing customer satisfaction. Demonstrated ability in problem-solving, conflict resolution, and effective communication. Proven track record in onboarding, payroll processing, and optimizing internal processes to boost efficiency and employee retention.

Overview

13
13
years of professional experience

Work History

Bilingual Customer Service Manager

Mr Cooper
04.2025 - 08.2025
  • Developed training materials for new hires, enhancing service delivery standards.
  • Resolved escalated issues through timely and effective solutions.
  • Assigned online training modules to improve team capabilities for Lien Release projects.
  • Conducted training sessions and established regular meetings to foster ongoing collaboration.
  • Spearheaded initiatives for Lien Release and Rental approvals, achieving eight approvals and one denial.

Bilingual Customer Service Manager

Flagstar Bank
05.2023 - 03.2025
  • Achieved top 3 ranking among 18 teams within six months by enhancing engagement and motivation.
  • Led and coached team of 15 to 18 members, ensuring accountability to customer requirements.
  • Conducted monthly call evaluations to facilitate talent development aligned with organizational vision.
  • Spearheaded bilingual translation project to enhance site procedures and accessibility.
  • Engaged in hiring activities, payroll oversight, report assessments, and attendance monitoring.
  • Set goals collaboratively with team members to drive performance improvements.
  • Fostered a culture of accountability and high performance within the team.
  • Streamlined communication processes to better address customer needs.
  • Trained staff on best practices in customer service and conflict resolution.

Customer Service Manager II

Wells Fargo Home Mortgage
01.2017 - 10.2022
  • Trained and led team of 18 to improve performance and efficiency.
  • Conducted 'Time, Tone and Delivery' training for 300 employees, reducing escalated calls.
  • Achieved performance review deadlines seven days early.
  • Managed recruitment process, including interview scheduling and payroll approval.
  • Oversaw daily operations of customer service team to uphold high standards.
  • Implemented goal-setting and follow-up strategies to monitor progress.
  • Addressed behavioral challenges to promote positive workplace culture.
  • Facilitated talent reviews on weekly, monthly, and annual basis.

Accelerated Management Leader

Wells Fargo Home Mortgage
03.2014 - 12.2016
  • Cultivated business acumen through collaboration and identification of customer experience improvements.
  • Completed rotations in Accounts Resolution, Risk Management, Lien Release, and Customer Service roles.
  • Fostered trust by demonstrating vulnerability and seeking clarification effectively.
  • Executed ad hoc requests from investors to meet specific requirements.
  • Collaborated with subject matter experts to propose Lien Release strategies, increasing efficiency for stakeholders.
  • Facilitated meetings to discuss project updates and team objectives within the organization.
  • Assessed team performance against established goals and objectives.
  • Maintained up-to-date knowledge of industry trends to apply best practices.

Quality monitor II

Wells Fargo Home Mortgage
03.2012 - 03.2014
  • Conducted department meetings and virtual discussions at all management levels.
  • Investigated customer complaints to identify root causes of quality issues.
  • Provided design specification feedback to assist in the development of new products.
  • Built stakeholder partnerships for testing implementation and risk mitigation.
  • Coached team members on performance enhancement using identified best practices.
  • Directed Mini Miranda call audit project, resulting in quarterly quality score improvements of five to eight percent.
  • Achieved an average quality monitor audit score of 98% with few disputes.
  • Enhanced quality scores by six percent through strong leadership and targeted initiatives.

Education

High School Diploma -

South El Monte High
South El Monte, CA

Skills

  • Bilingual & detail-oriented
  • Resilient & Empathy
  • CRM software expertise
  • Process improvement
  • Employee retention strategies
  • SaaS and vendor management
  • Workday proficiency
  • Beeline knowledge
  • ADP familiarity
  • IQNavigator skills

Languages

Spanish
Full Professional

Accomplishments

  • Top Supervisor with 88% Net Promoter Score at Wells Fargo
  • Top Candidate for Accelerated Management Program
  • 4/Quarter All Star winner at Flagstar Bank

Lead in the following Key initiative roles

Diverse Mentorship program
Customer Interaction Program
Sales Key Initiative Team
Diversity Key Initiative Team
Foreclosure Workshops

Timeline

Bilingual Customer Service Manager

Mr Cooper
04.2025 - 08.2025

Bilingual Customer Service Manager

Flagstar Bank
05.2023 - 03.2025

Customer Service Manager II

Wells Fargo Home Mortgage
01.2017 - 10.2022

Accelerated Management Leader

Wells Fargo Home Mortgage
03.2014 - 12.2016

Quality monitor II

Wells Fargo Home Mortgage
03.2012 - 03.2014

High School Diploma -

South El Monte High

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