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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 (8 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

Current

Technical Product Specialist

Current

Atento – TikTok for Business

Jan 2024 - Present (2 years 2 months)

Provided specialised technical support for TikTok advertising products, identifying guideline ambiguities that led to an official product update and improving team performance from 85% to 95%+ through best-practice guidance.

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)

Progressed from Customer Service Agent to Team Leader overseeing 20+ agents, transformed a low-performing team into top performers through KPI-aligned action plans and regular coaching.

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

Reading Mentor

Athena Literacy Volunteer – Clarify Lecxit

Nov 2018 - Jul 2019 (8 months)

Supported children from underserved communities through personalised reading mentoring, contributing to literacy improvement and positive learning outcomes.

Mentoring Educational Support Communication Programme Delivery

Customer Service Agent

Accedo Technologies – AT&T

Jan 2015 - Dec 2017 (2 years 11 months)

Handled customer inquiries with strong communication and problem-solving, ensuring data accuracy and high customer satisfaction while supporting service operations.

Customer Support Communication Ticketing Systems Empathy Service Operations Reporting