Tatiana Garcia
Albuquerque,NM
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Highly skilled at multitasking and prioritizing tasks to complete projects on time and with strong communication skills. Diligent worker experienced in meeting needs, improving processes and exceeding requirements in team environments.
Overview
15
15
years of professional experience
Work History
Quality Analyst
T-Mobile U.S.A
03.2013 - 11.2023
- Identifying successes and opportunities for the frontline regarding the customer's experience
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Providing accurate data to assist in improving each customer experience
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
Technical Care Representative
T-Mobile U.S.A
05.2011 - 01.2013
- Multi-tasking, system navigation and detailed memos documenting customer interaction for future references all while maintaining company call resolution standards
- Ensuring each customer has an interaction which will ensure our journey towards JDP
- Provided floor support and positive motivation to achieve individual and team success
- Training support during TCC.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Sitel
03.2009 - 05.2011
- Provided 'World Class' customer service to internal and external customers
- Received Performing or Leading on all performance appraisals
- Successfully completed all training requirements
- Mastered all systems and aspects of customer service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
University of New Mexico
Albuquerque, NMSome College (No Degree) -
Central New Mexico University
Albuquerque, NMHigh School Diploma -
Rio Grande High School
Albuquerque, NM01.2008
Skills
- Excellent communication skills
- Strategical Thinking
- Fast learner with wide range of practical skills
- Familiar with Microsoft office, Excel, Power Point, Word
- Strong organizational skills
- Multi-tasking
- Audit processes
- Quality Improvement
- Data Analysis
- Customer Focus
Keywords
- Bilingual
- Multi-tasking
- Communication skills
Languages
Spanish
Native or Bilingual
Timeline
Quality Analyst
T-Mobile U.S.A
03.2013 - 11.2023
Technical Care Representative
T-Mobile U.S.A
05.2011 - 01.2013
Customer Service Representative
Sitel
03.2009 - 05.2011
University of New Mexico
Some College (No Degree) -
Central New Mexico University
High School Diploma -
Rio Grande High School