MIGUEL GARCIA
LAS VEGAS
Summary
Customer Service Representative with 8+ years of experience in enhancing customer engagement and team leadership through innovative problem-solving and bilingual communication skills. Demonstrates a strong ability to mentor and lead teams, consistently improving service quality and operational efficiency. Committed to leveraging hardware troubleshooting expertise to drive customer satisfaction and optimize support processes.
Overview
9
9
years of professional experience
Work History
Parts Analyst
Everi
11.2024 - 03.2025
- Verify and record transaction details (funds received/disbursed, account totals).
- Maintain records for chargebacks, retrievals, and exceptions.
- Organize documents related to chargeback and retrieval cycles.
- Address customer inquiries and resolve account disputes.
- Correct errors and settle financial disputes.
- Follow procedures to meet customer and client needs.
Technical Support
Total Show Technology
03.2022 - 01.2024
- Provide tech support, resolving 50+ issues weekly, enhancing customer satisfaction
- Diagnosed and fixed hardware/software problems, improving system uptime by 12%
- Collaborated with team to streamline processes, reducing response time by 8%
- Trained new staff on troubleshooting techniques, boosting team efficiency
- Implemented feedback mechanisms, leading to improved service quality
- Managed tech support operations, resolving complex issues and optimizing system performance
- Implemented new troubleshooting protocols, reducing resolution time
- Coordinated with cross-functional teams to address technical challenges
- Developed comprehensive knowledge base, enhancing team efficiency and customer satisfaction
- Consistently exceeded service level agreements, maintaining high customer satisfaction scores
- Led initiatives to reduce recurring issues, decreasing overall ticket volume
- Mentored junior technicians, fostering skill development and team growth
- Conducted regular training sessions on emerging technologies and best practices
- Analyzed recurring tech issues, developing targeted solutions that significantly reduced ticket volume and improved system reliability
Bilingual Customer Service Rep
Alorica
06.2020 - 11.2021
- Delivered exceptional bilingual customer support, resolving complex inquiries and enhancing client satisfaction
- Adapted swiftly to evolving protocols
- Streamlined communication processes, reducing average call handling time while maintaining high-quality service
- Consistently met performance targets
- Optimized call handling processes, significantly reducing average resolution time while maintaining high customer satisfaction scores
- Pioneered new bilingual support strategies, enhancing communication efficiency and client experience across diverse language needs
- Fostered strong team relationships, sharing best practices that elevated overall department performance and client satisfaction metrics
Inventory/Purchase Specialist
Focus Plumbing
02.2019 - 11.2021
- Optimized inventory, reducing waste and enhancing cost efficiency through data-driven strategies
- Negotiated supplier terms, achieving significant cost savings and improved delivery accuracy
- Introduced automated tracking, minimizing errors and boosting operational efficiency
- Developed forecasting models to manage demand fluctuations, reducing stockouts
- Maintained precise records and conducted audits for compliance with industry standards
- Coordinated closely with various departments to align purchasing decisions with company needs
- Fostered strong relationships with suppliers for mutual benefit
- Fostered cross-departmental cooperation to align purchasing decisions with company objectives, enhancing overall supply chain effectiveness
Computer Technician
Aristocrat Technologies
01.2017 - 05.2020
- Troubleshoot and repair computer systems at Aristocrat Technologies, implementing efficient diagnostic protocols to minimize downtime and enhance productivity
- Conduct thorough system audits at Aristocrat Technologies, identifying vulnerabilities and implementing robust security measures to protect sensitive data
- Develop and implement advanced diagnostic protocols, significantly reducing system downtime and enhancing overall operational efficiency at Aristocrat Technologies
- Foster strong interdepartmental relationships, facilitating seamless communication and knowledge sharing to optimize IT support across the organization
- Executed comprehensive system audits, pinpointing vulnerabilities and fortifying security measures to safeguard critical data at Aristocrat Technologies
- Optimize system performance through data-driven analysis, implementing targeted solutions that boost operational efficiency at Aristocrat Technologies
Bilingual Customer Service
Caesarstone
01.2016 - 04.2018
- Facilitated seamless communication between English and Spanish-speaking customers, resolving inquiries and enhancing satisfaction at Caesarstone
- Streamlined bilingual communication processes, leading to measurable improvements in customer satisfaction rates and reduced response times
- Meticulously managed customer accounts in both English and Spanish, ensuring accurate documentation and efficient resolution of issues
- Provided empathetic, culturally sensitive support to diverse clientele, contributing to Caesarstone's reputation for exceptional customer service
- Fostered cross-cultural understanding, bridging language gaps between English and Spanish-speaking clients, enhancing Caesarstone's global reputation
Education
ENGLISH -
Long Beach City College
07.2011
Skills
- Problem Solving
- Team Leadership
- Mentoring
- Customer Engagement
- Hardware Troubleshooting
- Bilingual
Timeline
Parts Analyst
Everi
11.2024 - 03.2025
Technical Support
Total Show Technology
03.2022 - 01.2024
Bilingual Customer Service Rep
Alorica
06.2020 - 11.2021
Inventory/Purchase Specialist
Focus Plumbing
02.2019 - 11.2021
Computer Technician
Aristocrat Technologies
01.2017 - 05.2020
Bilingual Customer Service
Caesarstone
01.2016 - 04.2018
ENGLISH -
Long Beach City College
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