Open to opportunities

Mary Joy Garcia

@maryjoygarcia

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Dedicated Operations Manager specializing in customer support optimization.

Zimbabwe

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What I'm looking for

I am looking for a role that allows me to leverage my CRM expertise and leadership skills in a dynamic environment focused on customer satisfaction and operational excellence.

I am a dedicated Operations Manager with extensive experience in multiple crypto exchanges, specializing in optimizing customer support through effective CRM management. My expertise lies particularly in platforms like Zendesk and Sprinklr, where I am committed to ensuring seamless integration and operational efficiency to enhance customer satisfaction.

Throughout my career, I have demonstrated strong leadership skills and a focus on continuous improvement in service delivery. In my recent role as Operations Excellence Manager at Bitget, I managed CRM systems for various brands, collaborating with different departments to enhance operational efficiency. My previous experience includes building customer support teams from the ground up and leading initiatives to streamline processes, which has consistently resulted in improved service delivery and operational excellence.

Experience

Work history, roles, and key accomplishments

Operations Excellence Manager

Bitget

May 2023 - Jan 2025 (1 year 8 months)

Managed CRM systems for multiple brands connected with Bitget, ensuring seamless operations within the Customer Support department. Collaborated with various departments to enhance operational efficiency and customer satisfaction.

CRM Management Zendesk Sprinklr Customer Satisfaction Process Improvement

Customer Support Team Lead/Executive Operations Associate

GammaX

Sep 2022 - Apr 2023 (7 months)

Built the Customer Support team and systems from the ground up, establishing effective operational workflows. Recognized for contributions and absorbed into the CEO's core team as an Executive Associate.

Team Building Workflow Optimization Executive Support Strategic Planning Confidentiality Operational Management

Senior Client Support Analyst / Shift Coordinator (Team Lead)

Bybit

Jan 2020 - Jul 2022 (2 years 6 months)

Managed daily shifts by monitoring chat coverage and SLA, assisting junior analysts with inquiries. Conducted QA reviews for subordinates to improve job quality and maintain high customer service standards.

Quality Assurance Salesforce Data Reporting Team Leadership Customer Support

Customer Response Agent / Workflow Specialist / Loan Processing Officer (LPO)

Firstmac

Apr 2018 - Oct 2019 (1 year 6 months)

Managed client interactions as a Customer Response Agent, assisting with loan pre-approvals and appointment scheduling. Oversaw Loan Processing Officers' productivity as a Workflow Specialist, preparing detailed reports.

Loan Processing Workflow Management Reporting Customer Service

Education

Degrees, certifications, and relevant coursework

Polytechnic University of the Philippines

Bachelor in Banking and Finance, Banking and Finance

Studied the principles and practices of banking and finance, gaining a comprehensive understanding of financial markets and institutions. Developed skills in financial analysis, risk management, and economic principles relevant to the banking sector.