Syuzanna S. Garcia
Katy,TX
Summary
Passionate and seasoned leader with 15 + years of substantial experience specializing in customer service, guest services and call center management with an emphasis on leadership development. Highly regarded for improving team performance, which increased work productivity and boosted overall team morale with a 97% customer satisfaction survey results and employee retention. Focus has been geared towards cultivating relationships and building camaraderie within departments.
Possess skills that are unique, and unteachable, which makes an above average candidate. Knack for hiring, training, developing, and motivating a team that fosters an environment to lead with empathy, integrity and a “Going above and Beyond” mentality. Genuinely prepared to provide leadership for the next level of customer service enhancements by supporting and empowering a team of motivated employees aligned with the company’s culture.
Overview
10
10
years of professional experience
Work History
Senior Manager Customer Service
University of Southern California
Los Angeles, CA
11.2019 - Current
- Managed organized and administered daily operations of customer service department, student staff, and delivered professional services to customers
- Managed Call Center support staff providing support for escalated customer service concerns and provide expert solutions
- Contributed to planning and development of customer service objectives and goals
- Responsible for work order scheduling, customer request for service tickets, and sets service priorities and performance standards for customer service department
- Planned and conducted quality assurance review of customer service program, while making recommendations to modify existing program when appropriate
- Participated in development and documentation of internal operating policies
- Monitored employee performance daily, completed monthly and yearly employee reviews
- Served as key resource for customer service information, evaluate and research customer service problems and incidents
- Make appropriate referrals to university offices or necessary departments
- Directly managed 25 + supervisors, recruited, screened, and hired potential candidates
- Evaluated employee performance; provided feedback and coaching when necessary
- Created / updated SOP for department and designed leadership development programs for Customers
- Scheduled, ran and conducted seminars, workshops, and self-paced training for staff
- Coached, mentored, and developed teams for growth purposes
- Resolved escalated Customer Service issues with VIP families and concerns above scope of supervisory team
- Responded to customer inquiries and queries to provide thorough and speedy resolutions
Service Arrangements/ Guest Services Manager
Forest Lawn Memorial Park
Glendale, Ca
12.2012 - 11.2019
- Supervised successful team of 30 employees with positive direction; guidance ensuring policies and procedures are being met
- Managed Guest Services needs and front desk operations
- Ensuring elevated level of customer service with 24-hour staff coverage
- Managed Call Center Inbound and Outbound calls, support staff with escalated customer concern calls
- Responsible for all administrative aspects of funeral operations and communication to ensure customers receive highest level of personal and professional service
- Responsible for meeting strict timelines, process improvements, work order management, and financial paperwork
- Responsible for establishing relationships with vendors and contract management
- Contributed to overall business performance and growth through identification of customer needs, effectively communicate and coordinate with internal departments
- Ensured 100% customer satisfaction by resolving issues and responding to customers in timely and professional manner
- Enforced and strengthened performance management and identifying training opportunities
- Minimized time-to-value through effective project management of internal and external milestones
- Ability to coach others with empathy, while contributing to higher levels of accountability, performance, and company policy conduct
- Performed and trained mandatory monthly safety training aligned with companies and OSHA policies and procedures
- Resolved all escalated customer issues, concerns, questions that cannot be reconciled at employee level
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
Education
Bachelor of Science - Human Services
University of Phoenix
Woodland Hills, CA08.2011
Skills
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Employee Performance
- Profit and Loss Analysis
- Scheduling and Coordinating
- Performance Tracking and Evaluations
- Upbeat and Positive Personality
- Building Morale
- Efficient and Detail-Oriented
- Employee Coaching and Motivation
- Courteous with Strong Service Mindset
- Disciplinary Action
- Policy and Procedure Management
- Assignment Delegation
Languages
Armenian
Native or Bilingual
Timeline
Senior Manager Customer Service
University of Southern California
11.2019 - Current
Service Arrangements/ Guest Services Manager
Forest Lawn Memorial Park
12.2012 - 11.2019
Bachelor of Science - Human Services
University of Phoenix
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