Earl Garcia

I’ve spent five years running customer support for Pray.com—the world’s #1 faith-based app—where I saw clearly what makes members stay and what makes them leave. I owned the full support operation and kept satisfaction above 90% consistently.

I worked end-to-end across Zendesk workflows, executive CX reporting, cross-team escalations, and day-to-day member support. I also managed Zendesk configuration (macros, triggers) and used AI-assisted ticket categorization with Swifteq to keep high-volume support running efficiently.

Each week, month, and quarter, I translated ticket volume, cancellation drivers, streak-break bugs, and sentiment trends into CX reports delivered to the CTO and Product. Several product fixes came directly from what I found in support data, and I used those insights to fuel product feedback loops and sprint planning.

I’m comfortable working autonomously, digging into support metrics, and then aligning the right teams on actionable next steps. Beyond support, I’ve coordinated content releases for podcasts/radio using Megaphone and Omny, and I’ve also contributed through roles in virtual assistance and business/sales—strengthening how I communicate with users and stakeholders.