Delilah Garcia
Antelope
Summary
Adept at fostering customer loyalty and team efficiency, I excelled at Gap Inc Direct by implementing process improvements and mentoring junior staff, enhancing escalation case resolution. My compassionate support and complex problem-solving skills have consistently improved customer satisfaction and operational workflow, showcasing my ability to lead and innovate under pressure.
Experienced with handling escalated customer issues efficiently and effectively. Utilizes advanced problem-solving techniques to achieve resolution and satisfaction. Track record of maintaining composure and professionalism in high-stress situations to ensure positive outcomes.
Customer Service Specialist with solid expertise in managing complex customer interactions and resolving escalated issues. Skilled in problem-solving, communication, and conflict resolution. Strong focus on team collaboration and achieving results. Adaptable, reliable, and ready to meet changing needs.
Knowledgeable [Desired Position] with strong background in resolving complex customer issues and enhancing satisfaction. Successfully managed high-stress situations by implementing effective problem-solving techniques. Demonstrated proficiency in communication and conflict resolution, ensuring positive customer experiences.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Service Escalation Specialist
Gap Inc Direct
09.2016 - Current
- Contributed valuable insights during weekly team meetings about emerging trends or challenges faced during escalations.
- Deal with Complexity of customers concerns and also Handling escalation calls effectively is crucial for maintaining customer satisfaction and loyalty
- Analyzed performance metrics to identify trends in escalation cases, recommending process improvements as needed.
- Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
- Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Provided personalized assistance for high-value clients, ensuring their needs were met and fostering long-term relationships.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
- Exhibited high energy and professionalism when dealing with clients and staff.
Teacher Aid
Center School District
01.2021 - 05.2022
- Maintained safety and security by overseeing students in recess environments.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Supported classroom activities, tutoring, and reviewing work.
Child Care Helper
Care
04.2017 - 01.2022
- Developed strong bonds with each child, creating a sense of security within the childcare environment.
- Improved language skills in young children through engaging storytelling and interactive activities.
- Maintained a safe environment for children by adhering to strict safety guidelines and protocols.
- Handled conflicts among children diplomatically, teaching them valuable problem-solving skills while maintaining a peaceful environment.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Responded to inquiries from parents and guardians.
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
Supervisor
Maximus
01.1998 - 02.2016
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
Supervisor
Healthy Families
02.1996 - 03.2015
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Education
GED -
Fremont Adult School
Sacramento, CA01-1997
Skills
- Customer Service Expertise
- Constructive Mindset
- Compassionate Support
- Staff Training
- Patience and empathy
- Positive attitude
- Training and mentoring
- Complaint handling
- CPR and first aid
- De-escalation techniques
- Age-appropriate activities
- CPR training
- Call center experience
- Individual student assistance
- Positive reinforcement
- Staff discipline
- Remote support
- Process monitoring and improvement
- Health and safety
- Student supervision
- Customer empathy
- Student engagement
- Customer service
- Supervising student activities
- Activity planning
- Complex Problem-solving
- Teamwork and collaboration
- Attendance tracking
- Customer education
- Policy enforcement
- Behavior management
- Multitasking Abilities
- Policy and procedure development
- Calm and professional under pressure
- Creative lesson planning
- Task delegation
- Reliability
- Activities leadership
- Organizational skills
- Behavior modeling
- Friendly and respectful
- Active listening
- Child safety
- Decision-making
- Process analysis
- Punctual and reliable
- Group leadership
- Task prioritization
- Team leadership
- Behavior management techniques
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
Certification
- LiveChat Expert LiveChat, Inc.
- Salesforce Certified Administrator - Salesforce.
- NICE inContact CXone Agent Certification – NICE inContact.
- Driver's License
- First Aid Certification
- CPR/AED Certification
Languages
Spanish
Full Professional
Timeline
Teacher Aid
Center School District
01.2021 - 05.2022
Child Care Helper
Care
04.2017 - 01.2022
Customer Service Escalation Specialist
Gap Inc Direct
09.2016 - Current
Supervisor
Maximus
01.1998 - 02.2016
Supervisor
Healthy Families
02.1996 - 03.2015
GED -
Fremont Adult School
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