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Juan David Garcia

@juandavidgarcia

Product Manager and Operations Lead driving measurable process improvements, cross-functional performance gains, and customer-centric solutions.

Spain

Message

What I'm looking for

I seek a remote or hybrid role where I can add value through cross-functional collaboration, process improvement, customer experience strategy, and operational leadership. Open to Product, Operations, CX, and Customer Success roles.

I am a results-driven Product Manager and Operations professional with 10+ years of experience in customer service, technical support, and digital advertising across global tech environments.

At TikTok for Business, I identified critical platform gaps, built an evidence-based escalation report and drove an official product update that eliminated a recurring client issue. I was also consulted as top performer to redesign team workflows, contributing directly to raising team performance from 85% to 95%+. At Google, I identified a recurring operational issue generating repeated client contacts, documented the case with supporting evidence and escalated it through the appropriate channels until it was resolved at the root, demonstrating the ability to spot patterns, isolate problems and drive structural fixes. At AT&T, I transformed a bottom-performing team into consistent top performers through structured KPI-aligned action plans and cross-functional coordination.

Multilingual (Spanish, English, Catalan), experienced working with UX, engineering and product teams, and comfortable translating complex operational challenges into scalable, practical solutions.

Experience

Work history, roles, and key accomplishments

Current

Hiking & Wellbeing Activity Coordinator

Current

Iguality

Jul 2025 - Present (11 months)

Full project lifecycle ownership: route research, logistics planning, participant communications, safety protocols, insurance management, and post-event reporting to foundation leadership.

Coordinate outdoor therapeutic activities end-to-end, ensuring participant safety, engagement, and
alignment with foundation objectives.

Manage activity promotion and diffusion across digital channels.

Project Planning Logistics Risk Management Event Promotion Reporting

Technical Product Specialist

Atento – TikTok for Business

Jan 2024 - Oct 2025 (1 year 9 months)

Provided specialised tech support for TikTok, coordinating with global Product and Engineering. Identified platform guideline ambiguities causing repeated client contacts, escalated an evidence-based report and drove an official update that eliminated the issue. Consulted to redesign team workflow, pushing performance from 85% to 95%. Managed full ticket lifecycle across multiple markets.

Campaign Management Technical Support Cross Functional Communication performance reporting Troubleshooting Stakeholder Management

Technical Support Agent

Webhelp – Google

Jan 2022 - Dec 2023 (1 year 11 months)

Delivered top-rated technical and administrative support for Google products via chat, email, and phone, consistently exceeding CSAT, FCR, and AHT targets while resolving complex account and security issues.

Google Workspace Google Ads Customer Support CSAT AHT Problem Solving

Customer Service & Operations Specialist

Inditex · Decathlon · Others

Jan 2018 - Dec 2021 (3 years 11 months)

Cross-sector experience in hospitality, retail, and administration, strengthening customer-facing
communication and operational skills.

Team Leadership Coaching Process Improvement Reporting Customer Experience Strategy Data Driven Decision Making Operations

Reading Mentor

Lecxit - Fundació Bofill

Nov 2018 - Jul 2019 (8 months)

Supported children from underserved communities in the Biblioteca de La Mina (Sant Adrià de Besòs) in achieving educational success through personalised reading mentoring sessions, fostering a love for learning and reducing educational gaps.

Mentoring Educational Support Communication Programme Delivery

CS agent/Supervisor/Team Lead

Accedo Technologies – AT&T

May 2015 - Feb 2017 (1 year 9 months)

Progressed from Customer Service Agent to Supervisor to Team Leader of 20+ agents. Transformed a bottom-performing team into consistent floor #1 top performers through structured KPI/SLA action plans and individual coaching. Coordinated with QA, RTM and Management to implement lasting process improvements.

Customer Support Communication Ticketing Systems Empathy Service Operations Reporting Project Management

Education

Degrees, certifications, and relevant coursework

Universidad Tecnológica de Pereira

Industrial Technologist, Administration

2008 - 2012

Grade: 3.8

Activities and societies: Won the Himigra entrepreneurship programme — a competitive initiative designed for children of migrants. Selected among multiple candidates to develop and present a business project, demonstrating initiative, creativity and strategic thinking from early in my career.

Programme focused on industrial process management, operations administration and organisational efficiency. Developed skills in production analysis, quality supervision, human behaviour in work environments, data interpretation and leadership for process improvement and operational decision-making.