Marissa M. Garcia
San Antonio,Tx
Summary
Dedicated and dependable. Attentive to detail, able to take initiative, prioritize multiple tasks and manage responsibilities. Resourceful team player with positive attitude.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Frost Bank
02.2021 - Current
- Supervise a team of 10+ agents, evaluating customer interactions and monitoring performance and time-management practices.
- Supervise daily operations, ensuring compliance with customer service standards and policies.
- Coach agents on current processes and procedures and provide updates with any changes.
- Partner with other departments to provide top quality customer service, and ensure we are offering all solutions possible for our customers.
- Navigate challenging escalations by leveraging de-escalation methods and collaborating with customers and agents to achieve successful outcomes
- Review account information to prevent fraud or risk to the bank.
Customer Service Representative
Frost Bank
11.2018 - 02.2021
- Identified customer’s needs both over the phone and over email and assessed the best way to resolve those needs.
- Maintained a positive experience for both customers and fellow employees.
- Partnered with business lines to find the best solution for each customer.
- Followed a published schedule to be available for my team.
Bridal Consultant
Bed Bath and Beyond
11.2015 - 02.2021
- Greeted customers, assisting customers with both in store and online items and ensuring customer satisfaction throughout the store
- Managed inventory, store schematics, including product placement and ensuring there was enough product for any upcoming sales and events.
- Assisted couples with their wedding registry and ensuring they are left with no questions about products.
- Assisted throughout the store in other departments as needed.
Production Assistant
Digital Interactive Media
11.2011 - 04.2016
- Managed and ensured all equipment was operating as necessary
- Maintained a neat well kept production area, while ensuring all materials were organized and capable of being easily found
- Assisted customers and ensured they were satisfied with their orders.
- Worked to ensure that products were dealt with professionally and in a timely manner
Education
Bachelor of Arts - Psychology
University of Texas At San Antonio
San Antonio, TX05.2020
Associate of Arts - Psychology
Alamo Colleges, San Antonio College
San Antonio, TX05.2018
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- De-escalation
- Leadership
Timeline
Customer Service Supervisor
Frost Bank
02.2021 - Current
Customer Service Representative
Frost Bank
11.2018 - 02.2021
Bridal Consultant
Bed Bath and Beyond
11.2015 - 02.2021
Production Assistant
Digital Interactive Media
11.2011 - 04.2016
Bachelor of Arts - Psychology
University of Texas At San Antonio
Associate of Arts - Psychology
Alamo Colleges, San Antonio College