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Juan David Garcia

@juandavidgarcia

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Project manager and operations lead driving CX improvements and cross-functional performance gains.

Spain

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What I'm looking for

I seek a remote or hybrid role where I can lead cross-functional teams, improve CX and operational KPIs, own project delivery, and grow into formal product/PM responsibilities.

I am a results-driven project manager and operations lead with 10+ years of experience in customer service, technical support, and digital advertising. I coordinate cross-functional teams to diagnose issues and deliver measurable process and product improvements that raise performance and customer satisfaction.

At TikTok for Business I provided specialised technical support for advertising products, managed full ticket lifecycles across markets, and produced an evidence-based report that led Product to update official guidelines—eliminating a recurring client issue. I have a track record of turning underperforming teams into top performers and raising team metrics from 85% to 95%+.

I am multilingual (Spanish, English, Catalan), comfortable in multicultural fast-paced environments, and actively exploring formal PM methodologies (Agile, Scrum, Kanban) to complement my hands-on experience in stakeholder management, KPI-driven coaching, and cross-departmental process fixes.

Experience

Work history, roles, and key accomplishments

Current

Volunteer Activity Coordinator

Current

Iguality

Jul 2025 - Present (9 months)

Owned full project lifecycle for wellbeing hikes including logistics, safety protocols, communications, and post-event reporting to foundation leadership to maximize engagement and safety.

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.