Summary
Overview
Work History
Education
Skills
Timeline
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PAUL M. GARZA II

Summary

Obtain a customer service position within an established company that will utilize my extensive sales and customer service experience in a professional and challenging environment.

Overview

27
27
years of professional experience

Work History

Delivery Driver

DoorDash
05.2024 - Current
  • Delivered packages efficiently, ensuring timely arrival and customer satisfaction.
  • Maintained vehicle cleanliness and performed routine inspections for safety compliance.
  • Navigated routes using GPS technology to optimize delivery times and reduce fuel costs.
  • Communicated effectively with customers regarding delivery status and any issues encountered.

Collections Agent

Millenium Staffing Services
03.2022 - 01.2024
  • Negotiated payment plans to resolve outstanding debts efficiently.
  • Analyzed customer accounts to identify trends in payment behavior.
  • Developed strategies for improving collection processes and reducing delinquencies.
  • Monitored account statuses and escalated complex cases for further review.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.

SEARS Collections Specialist

Citibank
09.2018 - 10.2021
  • Negotiate payment plans to resolve delinquencies with clients.
  • Assist clients avoid credit damage or bankruptcy.
  • Educate clients on how to rebuild their credit and maintain a healthy credit score.
  • Use a computerized system for tracking, information gathering, and/or troubleshooting.
  • Motivate my team in achieving both personal & team monthly repayment and service targets.
  • Take part in career development and skills training sessions.

DOSS Elite Fraud Analyst

Citibank
07.2017 - 09.2018
  • Provide superior customer service to our high spend credit card clients while reviewing for fraud on accounts
  • Review accounts to determine eligibility and/or assess risk.
  • Respond to customers via phone and/or written communications.
  • Comprehend, determine and direct the specific verification and /or investigative procedures to be used in the processing of a customer's information.
  • Negotiate directly with customer and/or third parties to ensure both customer and business requirements are met.
  • Regularly resolve highly complex customer situations.

Citi Gold Customer Service Specialist

CitiBank
11.2014 - 07.2017
  • Receiving all incoming member calls dealing with numerous issues regarding any CitiBank account including Credit cards, Bank Accounts, Online access and ATM transactions.
  • Assist members with fund transfers, transaction investigations, correspondence understanding.
  • Handle member complaints in real-time via phone call to complete member satisfaction.
  • Attend weekly team meetings to ensure proper knowledge in all new banking policies and procedures.
  • Review Representative/Member calls and surveys with team to better serve members and improve personal performance.
  • Handle between 25-50 incoming member inquiries per day.

New Car Sales

Cavender Toyota
08.2013 - 04.2014
  • Manage and resolve all customer service concerns and inter-office employee concerns.
  • Maintain sales and sales development while becoming acclimated with various products offered by the manufacturer.
  • Create an effective relationship by professionally greeting customers and building rapport.
  • Overcome customer's objections while assisting them to complete the car sale.
  • Set appointments for future and potential car sales.
  • Create and maintain a positive attitude and self-motivation to generate a monthly sales drive to meet sales quotas.

Full-time

Clarks Shoes
10.2009 - 07.2013
  • Build clientele and customer rapport by professionally greeting customers and assisting their needs.
  • Update sales and verify transactions including daily sales numbers, deposits, and store maintenance.
  • Compose and verify cash deposits for bank transport.
  • Familiar in using Microsoft Office and Windows operating systems.
  • Attend trainings and meetings both company wide, and on personal time to ensure knowledge base of new advancements was above that of the average consumer.
  • Responsible for receiving and storing new inventory, as well as shipping out older inventory.
  • Create and maintain a clean, safe environment to work in.

Sales Representative

Cellular World
02.2007 - 09.2009
  • Maintain customer service by building rapport through personal and phone customer contact.
  • Responsible for introducing services such as cell phone, home phone, television, and internet to customers.
  • Provide technical support for customers and upgrades to customer accounts.
  • Familiar in using Microsoft Office and Windows operating systems.
  • Reconcile daily generated revenue by processing all cash and credit transactions ensuring all totals balanced correctly.
  • Create and maintain a clean and safe environment to work in for customers and employees.

Assistant Manager

Bostonian Shoes
12.2002 - 02.2007
  • Administer duties of fellow employees and assist when needed.
  • Develop clientele by genuinely greeting customers, assisting their needs and building rapport.
  • Update sales and verify transactions including daily, weekly, monthly, and quarterly sales, deposits, and store maintenance.
  • Reach and exceed store goals as mandated by company protocol.
  • Familiar in using Microsoft Office and Windows operating systems.
  • Attend trainings and meetings both company wide, and on personal time to enlarge knowledge base of new technological advancements that was above that of the average consumer.
  • Help maintain a clean and safe environment to work in.

Customer Service Operator

Qwest Telecom
01.1999 - 10.2000
  • Assist customers in connecting them with third-party, collect, emergency, and international calls.
  • Position required a full shift of talking on the phone in combination with working on the computer and using protocol notebooks.
  • Become familiar with area codes and country codes to assist customers a little bit easier.
  • Acclimated self with Qwest exclusive software through training.

Education

Northwest Vista College
San Antonio, Texas
01.2002

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San Antonio College
San Antonio, Texas
01.2000

William H. Taft High School
San Antonio, Texas
01.1998

Skills

  • Customer service
  • Attention to detail
  • Dependable and reliable
  • Time management
  • Problem-solving
  • Time management skills

Timeline

Delivery Driver

DoorDash
05.2024 - Current

Collections Agent

Millenium Staffing Services
03.2022 - 01.2024

SEARS Collections Specialist

Citibank
09.2018 - 10.2021

DOSS Elite Fraud Analyst

Citibank
07.2017 - 09.2018

Citi Gold Customer Service Specialist

CitiBank
11.2014 - 07.2017

New Car Sales

Cavender Toyota
08.2013 - 04.2014

Full-time

Clarks Shoes
10.2009 - 07.2013

Sales Representative

Cellular World
02.2007 - 09.2009

Assistant Manager

Bostonian Shoes
12.2002 - 02.2007

Customer Service Operator

Qwest Telecom
01.1999 - 10.2000

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San Antonio College

Northwest Vista College

William H. Taft High School

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