Tonya Garcia
Lakeland,FL
Summary
Experienced in leading and managing process-driven teams, hands-on Quality Improvement Leader with a proven track record of success. Expertise in data tracking, reporting, and implementing process improvement strategies to enhance team efficiency. Dedicated Supervisor excelling in effective communication with the team and leveraging subject matter expertise in call center operations. Actively seeking a role within an organization that values professionals committed to productivity improvement.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Contact Center Quality Assurance Supervisor
Primo Brands
08.2018 - 04.2025
- Serve as a Quality Assurance subject matter expert, ensuring the QA team meets the highest quality standards, properly addresses issues, and represents the organization in the highest manner.
- Manage a team of QA professionals, overseeing daily workloads, while also leading continuous training and development initiatives.
- Track team productivity while creating and implementing new processes for enhanced efficiency.
- Create quality monitoring forms and workflows for the following teams: Customer Care, Retention, Task, KCC, Refill and Exchange and Chat Associates.
- Partner with internal teams and company stakeholders to ensure optimal team efficiency, customer satisfaction and retention, and progress improvement tracking.
Quality Improvement Representative
DS Services
01.2016 - 08.2018
- Conducted recurring evaluations of agent interactions, ensuring consistency in delivering exceptional customer service.
- Acted as a call center subject matter expert, providing the highest level of guidance and expertise.
- Facilitated calibration meetings with leadership, aligning evaluation standards for consistent results throughout the team while analyzing team data to continue growing the team.
- Supported supervisors by doing side by side evaluations and providing feedback.
- Mentored new employees and trained in best practices.
Customer Care Representative
DS Services
12.2015 - 01.2016
- Supported high volumes of basic and complex customer requests.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Care Advocate
Express Scripts
06.2003 - 11.2014
- Shared knowledge with new hires by floor walking and doing side by sides.
- Researched and presented training material during team meetings.
- Assisted members with placing orders, order status, and account inquiries.
- Analyzed members’ issues and concerns to develop a positive and confident resolution.
- Advised members about their plan design and how to use it to benefit them the most.
Education
High School Diploma -
Chamberlain High School
Tampa, FL06.1987
Skills
- Process optimization skills
- Performance assessment
- Customer service excellence
- Professional development
- Meticulous attention to detail
- Analytical problem solving
Certification
CPR/AED Certification
Timeline
Contact Center Quality Assurance Supervisor
Primo Brands
08.2018 - 04.2025
Quality Improvement Representative
DS Services
01.2016 - 08.2018
Customer Care Representative
DS Services
12.2015 - 01.2016
Customer Care Advocate
Express Scripts
06.2003 - 11.2014
High School Diploma -
Chamberlain High School
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