erick Garnica
@erickgarnica
I resolve complex SaaS customer issues and improve support operations across enterprise and B2B channels.
United StatesWhat I'm looking for
At Adobe, I resolve customer cases across phone, email, and chat, maintaining 98.05% SLA compliance, 92% CSAT, and 99% QA while partnering with Product and Engineering on complex application issues.
I've improved support workflows, knowledge bases, escalation handling, and first-contact resolution at Adobe and 034Motorsport, using clear documentation and technical troubleshooting to reduce handle times, reopen rates, and customer downtime.
Experience
Work history, roles, and key accomplishments
Creative Lead
Home Church
Jan 2025 - Present (1 year 8 months)
Led volunteer teams to coordinate events and communications, trained new volunteers, and documented procedures to streamline handoffs.
Resolved 31,390 customer cases across phone, email, and chat while maintaining 98.05% SLA compliance, 92% CSAT, and 99% QA. Diagnosed and reproduced complex application issues, authored support articles, and led post-incident reviews to reduce repeat incidents by 17%.
Customer Operations Specialist
034Motorsport
Dec 2020 - Jul 2022 (1 year 7 months)
Provided SaaS support for account and order questions using GrooveHQ and Sage Intacct, resolving an average of 124 cases per week. Improved case workflow by creating standardized templates and tagging conventions, cutting handle time by 20% and increasing first-contact resolution by 22 percentage points.
Shift Leader
Salt and Straw
Nov 2018 - Dec 2020 (2 years 1 month)
Coordinated real-time issue triage during peak shifts, coached staff on customer communication, and managed shift schedules. Created quick guides to standardize procedures and streamline onboarding, reducing new-hire ramp time from 2 weeks to 1 week.
Education
Degrees, certifications, and relevant coursework
Adobe
Social Media Content and Strategy, Social Media
Completed the Social Media Content and Strategy certification in April 2025.
Adobe
Design Fundamentals with AI, Design
Completed the Design Fundamentals with AI certification in April 2025.
Adobe
Content Creator, Content Creation
Completed the Content Creator certification in February 2025.
Meta
Social Media Management, Social Media
Completed the Social Media Management certification in April 2025.
Adobe
Generative AI Content Creation, Artificial Intelligence
Completed the Generative AI Content Creation certification in May 2025.
Adobe
Multimedia Content Creation, Multimedia
Completed the Multimedia Content Creation certification in April 2025.
Foundations of Project Management, Project Management
Completed the Foundations of Project Management certification in July 2023.
Santa Clara High School
High School Diploma, General Studies
Completed high school education, earning a High School Diploma in 2013.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring erick?
You can contact erick and 90k+ other talented remote workers on Himalayas.
Message erickGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
