Nancy Garcia
@nancygarcia1
Customer experience specialist focused on SaaS travel support, ticket workflows, and improvements.
PortugalWhat I'm looking for
I am a Customer Experience professional with 4+ years supporting global customers in fast-paced, tech-enabled travel environments, delivering SaaS-style support and multichannel communication across chat, email, and phone.
I routinely use Amadeus and Resiber to troubleshoot bookings, manage end-to-end ticket workflows, and escalate bugs with clear reproduction steps while collaborating with technical teams and airline partners to improve processes and documentation.
My background includes frontline group booking and senior customer care roles, plus training and L&D experience that drove a 20% increase in satisfaction scores; I am empathetic, autonomous, trilingual, and impact-driven.
Experience
Work history, roles, and key accomplishments
Group Booking Specialist
Foundever Operating Corporation
Jan 2025 - Present (1 year 1 month)
Provide front-line customer experience support for travel organizers and end users, resolving complex booking, payment, change, and disruption inquiries while troubleshooting system issues and escalating bugs with clear reproduction steps.
Senior Customer Care Specialist
Foundever Operating Corporation
Jan 2023 - Dec 2024 (1 year 11 months)
Delivered first-contact resolution for global customers across booking, account, and technical support, handling high-volume inbound requests via chat, email, and phone while meeting SLAs and resolving escalations through structured troubleshooting.
Learning & Development Specialist
Webhelp OneLink
Jan 2022 - Dec 2023 (1 year 11 months)
Designed and delivered onboarding and upskilling programs for customer support and travel operations teams, analyzed performance metrics to identify skill gaps and improve operational efficiency.
Trainer & Assessor
Webhelp OneLink
Jan 2021 - Dec 2022 (1 year 11 months)
Led onboarding, service quality, and product-support training for customer support teams, coaching agents on de-escalation and issue resolution and contributing to a 20% increase in customer satisfaction scores.
Bilingual Executive Assistant
Centro Cultural Salvadoreño Americano
Jan 2010 - Dec 2012 (2 years 11 months)
Provided bilingual executive support and administrative assistance across operations from 2010 to 2012.
Education
Degrees, certifications, and relevant coursework
Francisco Gavidia University
Studies in Commerce, Advertising and Marketing
2013 - 2020
Completed studies in Commerce with a focus on Advertising and Marketing at Francisco Gavidia University.
Centro Cultural Salvadoreño Americano
2010 - 2012
Attended language and/or cultural programs at Centro Cultural Salvadoreño Americano.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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