Norma Garcia
San Antonio,TX
Summary
Experienced customer service leader with over 25 years of team development and passion for continuous learning.
Overview
31
31
years of professional experience
Work History
Customer Service Supervisor
QVC Home Shopping Network
San Antonio, Texas
09.2021 - Current
- Manage a customer service team of 25 - 35 to provide quality and effective service at point of call.
- Coach and train team on product knowledge and customer's behavioral styles for optimum "World Class" communication skills.
- Foster a culture of teamwork and inquiry to strengthen an open line of communication and achievement of KPI department goals.
- Support with escalated customer disputes promptly while leveraging call examples to coach team in achieving increased commendations and reduced complaints by 10% year over year.
- Effectively utilize corporate reports to coach team in achieving their KPI goals of 80% or better for talk-time, quality, adherence/technical downtime and sales goals.
- Write and administer performance corrective actions as well as yearly reviews.
- Work with cross-functional project teams to achieve business goals.
Call Center Supervisor
Weblink Wireless
San Antonio, Texas
08.1995 - 09.2021
- Managed a team of 20 - 25 technical specialists to ensure effective customer support for pager services.
- Coached team to meet department KPIs goals through targeted training and support.
- Administered performance reviews and corrective actions to enhance productivity.
- Promoted high customer satisfaction and pager sales by resolving customers' inquiries in a knowledgeable and engaging manner.
- Assisted with escalation calls and team member problem solving questions.
Education
Some College (No Degree) - Marine Biology
San Antonio College
San Antonio, TXSkills
- AVAYA Communication
- Microsoft TEAMS
- Microsoft 365- Word, Excel, PowerPoint
- Outlook
- Microsoft Copilot
- Tableau
- ChatGPT
Timeline
Customer Service Supervisor
QVC Home Shopping Network
09.2021 - Current
Call Center Supervisor
Weblink Wireless
08.1995 - 09.2021
Some College (No Degree) - Marine Biology
San Antonio College