MS Office (Excel, Outlook, Word, PowerPoint, OneNote, etc)
Hi, I’m
Raul Garcia, Jr.
Teleservices Operations Manager
Austin,TX
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
8
years of professional experience
2
Languages
Work History
Harte HanksAustin, TX
Teleservices Operations Supervisor
11.2018 - 01.2020
Job overview
- Drove both English (Chat and Email Customer Support) and French (Phone Support) teams consisting of 20 total agents to deliver industry-leading solutions and exceptional technical support by utilizing long-term paths to success, coaching to exceed clients' expectations, and KPI goals
- Led teams and inspired direct reports to be consistently recognized weekly as team with highest Customer Support Quality Score average, account-wide out of 15 teams and 300+ agents, for over 52 weeks
- Evaluated live and/or recorded agent calls (English and French) per client guidelines by exercising exceptional listening and analytical skills while maintaining attention to detail
- Evaluated written communication (online chats & emails) between customers and agents to ensure that excellent writing mechanics and positive phrasing were employed when answering technical questions
- Conducted root cause analysis in deficient areas to identify areas of opportunity for agent performance
- Client-facing for FedEx, GlaxoSmithKline, Shell: B2B, SMB, Enterprise and Consumer Clients for French-Canada, entire USA
Harte HanksAustin, TX
Senior Quality Assurance Specialist/Associate Trainer
03.2016 - 11.2018
Job overview
- Spearheaded implementation of consistent company-wide Customer Support Quality Score program and Quality-centric curriculum for over 30 Teleservice Supervisors, Quality Analysts and Quality Assurance Specialists across 17+ teams consisting of more than 400 agents
- Facilitated weekly internal and external calibrations via conference call between client senior leadership team and senior executive members of Harte-Hanks' Operations and Quality Management teams to reduce variance in scoring and effectively coach agents to be successful in delivering superior service and overall excellent customer experience
- Trained how to deliver exceptional customer experiences in classroom setting
- Participated in departmental meetings to establish short- and long-term strategy
- Developed training materials, SOPs and work instructions to supplement new team member onboarding to 400+ new hires and 21 existing supervisors
Harte HanksAustin, TX
FedEx Technical Support Specialist
02.2012 - 03.2016
Job overview
- Responded to support requests from end-users and explained technical information in clear terms to non-technical individuals to promote better understanding by patiently walking individuals through basic troubleshooting tasks
- Gifted in verbal and written communication, logical problem-solving, and mastery of soft skills fielding 20+ calls/day
- Advanced from basic customer service representative and eventually became SME across all 5 LOBs - customer service, FedEx.com, FedEx Ship Manager software, Ship Manager Server software, and Web Integrated Solutions Web API/XML
Education
The University of TexasAustin, TX
Bachelor of Arts from Liberal Arts - European Studies, French Language
08.2007 - 05.2011
University Overview
- GPA: 3.1, Study abroad Summer semester - enrolled at Jean Moulin Lyon 3 University through UT-faculty led French immersion program
- Department of European Studies: Government and Politics of Western Europe, Regions and Cultures of Europe, Capstone Research in European Studies: Understanding the European Aging Population Crisis
Skills
Customer Service
Problem-solvingQuality Assurance Coaching
Written Communication
Managing Team of Direct Reports
Supervisory Expertise
Software
Photoshop
SQL
API XML
Timeline
Teleservices Operations Supervisor
Harte Hanks
11.2018 - 01.2020
Senior Quality Assurance Specialist/Associate Trainer
Harte Hanks
03.2016 - 11.2018
FedEx Technical Support Specialist
Harte Hanks
02.2012 - 03.2016
The University of Texas
Bachelor of Arts from Liberal Arts - European Studies, French Language
08.2007 - 05.2011