Sally Garcia
User
Tempe,USA
1
Language
22
years of professional experience
Customer-focused professional with experience in Customer Service, Customer Success Management, and Business Analysis. Skilled in customer relationship management, issue resolution, data analysis, process improvement, and cross-functional collaboration. Proven ability to identify customer and business needs, resolve complex issues, and improve operational efficiency and customer satisfaction. Results-driven professional with strong communication, problem-solving, and analytical skills.
Work History
Service Analyst III
21 Years 6 Months- Investigated client-reported issues affecting mobile app, website, and customer accounts using SQL, system logs, and internal tools to identify root causes and facilitate timely resolution.
- Managed support tickets in Jira, documenting findings, tracking issues through resolution, and keeping Product, Engineering, Operations, and Support teams informed throughout the process.
- Investigated client reported issues affecting the mobile app, website, and customer accounts, using SQL, system logs, and internal tools to identify root causes and determine the best path to resolution.
- Developed troubleshooting guides and documented recurring issues to streamline support processes and enhance team efficiency in resolving issues.
- Mentored team members on troubleshooting techniques, ticket management, and documentation best practices to foster consistency and elevate service quality.
Business Support Specialist
1 Year- Managed book of business, fostering trusted relationships as primary contact for technical support, account health, and operational needs.
- Led customer meetings to review account status, gather business requirements, discuss technical issues, and provide guidance on product usage, payment workflows, and best practices.
- Led customer meetings to review account status and gather requirements, discussing technical issues while guiding on product usage and payment workflows.
- Collaborated with Engineering, Product, Operations, and other cross-functional teams to communicate business needs, prioritize issues, and drive timely resolution of complex technical problems.
- Identified recurring trends, documented findings, and shared recommendations that streamlined internal processes and enhanced customer experience.
Driver Support Specialist
1 Year 4 Months- Resolved complex driver app and account issues via virtual support, restoring driver access and minimizing downtime.
- Diagnosed root causes by asking targeted questions and guiding drivers through step-by-step troubleshooting.
- Calmed high stress interactions with empathy and de-escalation skills to defuse driver relationships.
- Managed high-stress interactions with empathy to support driver concerns. with empathy and de-escalation skills to defuse driver relationships.
- Logged interactions and escalated issues, coordinating with internal teams for resolution.
- Trained new hires on ticket routing rules and quality standards using real call examples and checklists.
- Trained new hires on ticket routing rules and quality standards using call examples and checklists.
Case Manager
3 Months- Managed a caseload of up to 25 clients, providing individualized support while maintaining accurate documentation and meeting program requirements.
- Managed caseload of up to 25 clients, delivering individualized support and ensuring compliance with program requirements through accurate documentation.
- Connected clients with community resources and coordinated referrals to financial assistance and support services to address immediate and long-term needs.
- Assessed eligibility for utility, rental, and crisis assistance programs by reviewing documentation and applying program guidelines to facilitate access to necessary resources.
- Linked clients with community resources, coordinating referrals to financial assistance and support services to meet immediate and long-term needs.
- Maintained strict confidentiality and ensured compliance with legal, ethical, and organizational standards when handling sensitive client information.
Customer Service Specialist
1 Year 11 Months- Handled high volumes of inbound customer calls on billing inquiries, technical issues, account management, and service questions, ensuring effective communication and support.
- Investigated and resolved customer concerns using internal systems and tools, achieving timely and accurate issue resolution.
- Demonstrated strong verbal communication and active listening skills to gather information, troubleshoot issues, and communicate solutions effectively.
- Researched and resolved customer concerns using multiple internal systems and tools while ensuring timely and accurate issue resolution.
- Maintained and updated customer records, documented interactions, and prepared required reports in accordance with company standards.
- Suggested personalized products and services based on customer needs, enhancing customer satisfaction and driving retention.
Education
High School Diploma
Skills
Service delivery
Application troubleshooting
Service management
Business analysis
Workflow optimization
Analytical thinking
Customer support
Engaged listening
Data management
Client relations
Telecommunications experience
Dispute resolution
Cross-department collaboration
Account oversight
Tools
Commerce, Braintree, Jira, Salesforce CRM, SQL queries, Concur, Renaissance, Gemini, Google Workspace (G Suite), Microsoft 365/Office 365 (Outlook, Teams, Word, and OneDrive), Zoom, Slack, Exel
Accomplishments
CST Award – Customer Service Excellence | Uber
Recognized for providing exceptional customer service, going above and beyond to support drivers, and delivering positive resolutions to customer concerns.
CST Award – Team Collaboration | Uber
Recognized for demonstrating strong teamwork and collaboration, consistently supporting colleagues, and contributing to organizational initiatives beyond day-to-day responsibilities.
Languages
English (Native), Spanish (Highly proficient)
Timeline
Business Support Specialist
User
03.2024 - 03.2025Read More
Driver Support Specialist
User
11.2022 - 03.2024Read More
Case Manager
Human Services Department
08.2022 - 11.2022Read More
Customer Service Specialist
AT&T
03.2018 - 02.2020Read More
Service Analyst III
User
02.2005 - CurrentRead More
Peoria High School
High School Diploma
Read More