Open to opportunities

Oscar Garcia Oscar Garcia

@ofgn

Message

Customer service and operations leader driving QA, training, and analytics for high-performing teams.

Colombia

Message

What I'm looking for

I seek a leadership role where I can combine coaching, analytics and process improvement to elevate CSAT and operational efficiency within a collaborative, growth-oriented company.

I am a bilingual customer service and operations leader with 8+ years managing multilingual teams across LATAM and EMEA, driving CSAT >90%, QA compliance above 85%, and significant AHT reductions through coaching, process improvement and data-driven dashboards.

I design and deliver technical and customer service training, create Excel/Power Pivot dashboards and Salesforce workflows, lead client-facing reviews and cross-functional initiatives, and consistently deliver measurable improvements in performance and retention.

Experience

Work history, roles, and key accomplishments

Current

Lead Knowledge Manager

Current

Sutherland Global Services

Jan 2025 - Present (10 months)

Led onboarding and product-update training for new and tenured agents, improving CSAT (>90%), save rate (>30%), and QA scores (~85%) through targeted coaching and Excel-based performance dashboards.

Coaching & QA Onboarding CSAT performance reporting Technical Documentation

Customer Service Professional

Teleperformance - Stripe

May 2024 - Nov 2024 (6 months)

Provided fintech support for Brazil and Portugal markets, improving CSAT and reducing AHT while maintaining QA compliance and handling escalations and KYC/Account Lockout cases.

Escalation Management KYC Multilingual Support CSAT & QA

Team Leader Buyers

Ozeol

Nov 2023 - May 2024 (6 months)

Met buying targets, led supplier negotiations across LATAM, developed product catalog with French partners, and implemented quality analysis forms to improve procurement decisions.

Procurement Reporting Sales Coaching LATAM

Team Manager

Woden

Jul 2023 - Nov 2023 (4 months)

Led technical support team for Asus users, reducing AHT from 38 to 20 minutes over three months while improving QA and CSAT through training and QA audits.

Technical Support & QA Coaching CSAT Talent Development

Senior Team Manager

Sutherland Global Services

Jun 2016 - Dec 2022 (6 years 6 months)

Led and coached customer service teams across operations, implemented quality audits and data-driven improvements, and maintained CSAT and QA performance while managing financial and resource planning.

Team Leadership Audit Data Analysis CSAT Financial Planning Continuous Improvement

Help Desk Manager

Axity

Jan 2023 - Present (2 years 10 months)

Managed a technical support team for Cirion users, created knowledge-base articles and quality standards, and reported operational metrics to stakeholders to drive service improvements.

IT Support Process Improvement