Excel / Google Sheets
Monica Garcia
Guatemala City
Summary
Hardworking and passionate worker. Skilled in fostering teamwork and collaboration. Supported senior managers and upper management in decision making and improving productivity. Strong organizational, interpersonal and communication skills with attention to detail and accuracy. Team Leader experienced in directing activities of workgroups, develop strategies, sets goals and obtains team feedback. Organized, multi-tasking Team Leader that works towards executing tasks successfully, inspire trust and guide teams toward achieving organizational goals. Creates dynamic and positive workplace culture to align with organizational mission and values. Follow up with workers to achieve overall team success. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Customer Service Lead
Be Medical
03.2014 - 01.2015
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Answer questions about products and services.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Ensure clean and orderly areas.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships to exceeding service standard goals.
Sales
Aristocrazy
01.2016 - 12.2016
- Met sales goals by offering excellent customer service.
- Achieved company defined sales goals.
- Assisted in the development and implementation of marketing initiatives to promote store events and special promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed efficient cash register operations.
- Assessed customer needs and utilized suggestive selling techniques to drive sales. Developed new client relationships by actively engaging with potential customers and highlighting the benefits of the product offerings.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Helped customers locate products and checked store system. Used in-store system to locate inventory
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering recommendations.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Quality Analyst
Intouch CX
01.2019 - 03.2019
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Defined and implemented quality initiatives to reduce risk.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Championed a proactive approach to problem-solving within the team, fostering an environment of collaboration and innovation.
- Maintained up-to-date knowledge of industry best practices, incorporating relevant methodologies into daily work processes for optimal results.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Quality audits and assessed results to inform corrective action measures.
- Used Google Slides to create presentations, flowcharts and graphs detailing data analysis results.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Provided weekly and live feedback to team members based on weekly results or areas of opportunity identified during the week.
Sr. Team Lead
Intouch CX
11.2018 - Current
- Provided ongoing support and guidance to junior staff members, nurturing their professional growth and development.
- Enhanced team performance by implementing effective communication strategies, regular feedback sessions ( one-on-one coaching) outlining areas of improvement. Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
- Identified skill gaps within the team and developed comprehensive training plans to address these deficiencies effectively. Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals and monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Fostered strong relationships with cross-functional teams to ensure seamless collaboration on shared initiatives.
- Managed conflict resolution among team members proactively, promoting a positive work atmosphere conducive to achieving results collaboratively.
- Promoted a collaborative work environment by initiating team-building activities and fostering open communication channels.
- Successfully completed projects within deadlines, ensuring timely delivery to clients without compromising quality standards.
- Managed multiple projects simultaneously, effectively prioritizing tasks to meet stakeholder expectations.
- Ensured compliance with company policies and industry regulations by establishing robust internal control mechanisms. Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Actively participated in recruitment process, selecting top talent for the team and contributing to long-term growth potential.
- Maintained accurate records of all projects, providing regular updates to senior management on progress and potential roadblocks.
- Streamlined project workflow for increased efficiency by identifying bottlenecks and optimizing processes.
- Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables. Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Education
Technical Degree - International Trade
Universidad Panamericana
Guatemala City, Guatemala 05.2001 -
High School Diploma - Bachelor of Marketing And Advertising
CED
Guatemala 05.2001 -
Skills
People Management
Team Supervision
Coaching and Mentoring
Customer Service Management
Quality, Performance and Daily workflow improvement
Problem-Solving
Client Service
Call Center Operations
Teamwork and Collaboration
Analytical Thinking and Analytical Skills (Data Analysis / Process Analysis)
Work Planning and Prioritization
Organizational Skills
Time management abilities
Adaptability and Flexibility
Interpersonal Skills
Idea Development and Brainstorming
Multitasking
Software
Slides / Presentations
Languages
Spanish
Native or Bilingual
English
Professional Working
Certification
Leadership Certification
Timeline
Leadership Certification
03-2024
PA Certification
08-2021
Leadership Certification
03-2021
Quality Analyst
Intouch CX
01.2019 - 03.2019
Sr. Team Lead
Intouch CX
11.2018 - Current
Sales
Aristocrazy
01.2016 - 12.2016
Customer Service Lead
Be Medical
03.2014 - 01.2015
Technical Degree - International Trade
Universidad Panamericana
05.2001 -
High School Diploma - Bachelor of Marketing And Advertising
CED
05.2001 -