Nadia Garcia
El Paso,TX
Summary
Proven Brand Ambassador at VIP Help Desk Connect/AARP Services, adept in customer engagement and problem-solving, enhanced client retention through exceptional support and technical assistance. Skilled in CRM software, demonstrating critical thinking and teamwork, significantly improving user experience and efficiency.
Overview
10
10
years of professional experience
Work History
Brand Ambassador
VIP Help Desk Connect /AARP Services
El Paso, TX
08.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided technical support to customers experiencing difficulties with website navigation or order placement.
- Explained online self-help options to members to promote additional and after-hours support choices.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Brand Ambassador
VIP Helpdesk Connect/ Owlet Baby Care
El Paso, TX
08.2021 - 08.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Streamlined communication for clients through effective use of chat tools and resources.
- Investigated and resolved customer inquiries and complaints quickly.
- Utilized CRM software proficiently for efficient management of customer interactions.
Customer Experience Specialist
Zebra Technologies
El Paso
02.2016 - 10.2018
- Managed Customer Accounts, Product Inventory and Contracts to make sure they aligned with customer need's and business requirements.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Streamlined internal processes for better inventory management and order fulfillment.
- Oversaw returns processing, ensuring accurate documentation and timely return of damaged or incorrect items to suppliers.
- Conducted daily, weekly, and monthly business reviews with customers to ensure customer's needs where being met accordingly.
- Created Reports for customers using reporting systems to show inventory levels, product receipts, and shipping information.
- Increased accuracy in shipments received, verifying product quantities against due back reports and inventory reports.
Customer Service Advocate
Verizon Wireless
El Paso
08.2014 - 02.2016
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Master of Science -
Master of Science - Information Systems And Business Analytics
Park Univeristy
El Paso, TX10.2021
Bachelor of Science - Criminal Justice
University of Phoenix
Tempe, AZ12.2017
Skills
- Customer Service
- Customer Engagement
- Asset inventory management
- Monitoring inventory
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Call center experience
- Teamwork and Collaboration
- Organization and Time Management
- Software development life cycle
- Business Process Analysis
Timeline
Brand Ambassador
VIP Help Desk Connect /AARP Services
08.2023 - Current
Brand Ambassador
VIP Helpdesk Connect/ Owlet Baby Care
08.2021 - 08.2023
Customer Experience Specialist
Zebra Technologies
02.2016 - 10.2018
Customer Service Advocate
Verizon Wireless
08.2014 - 02.2016
Master of Science -
Master of Science - Information Systems And Business Analytics
Park Univeristy
Bachelor of Science - Criminal Justice
University of Phoenix