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Randy Garcia

@randygarcia1

Support Specialist at Cover Genius improving customer support workflows and resolving operational challenges across fintech, travel, and e-commerce.

Spain

Message

At Cover Genius, I manage multi-channel support for B2B and B2C partners across fintech, travel, and e-commerce. I identify trends in customer feedback and satisfaction surveys, then implement process improvements to reduce repeat issues and boost satisfaction.

As a freelance Virtual Assistant, I supported clients’ daily operations, managed online store content, and coordinated schedules and projects. Earlier, at NHL Stenden University, I guided students through enrollment and worked with marketing and admissions teams to improve communications.

Experience

Work history, roles, and key accomplishments

Current

Support Specialist

Current

Cover Genius

Nov 2023 - Present (2 years 11 months)

Managed multi-channel support for B2B and B2C partners in fintech, travel, and e-commerce, delivering fast, accurate, and reliable service. Identified trends from customer feedback and implemented process improvements to reduce repeat issues and boost satisfaction.

Customer Support B2B B2C Fintech Travel Ecommerce SLA Quality Assurance SOPs Training Customer Retention Escalation Management Zendesk CRM Systems

Virtual Assistant

Freelance

Sep 2020 - Nov 2023 (3 years 2 months)

Delivered end-to-end administrative and operational support for clients in e-commerce and service industries, ensuring seamless daily operations and timely project execution. Managed online store content, schedules, social media, and internal workflows.

Administrative Support Ecommerce Project Execution Content Management Product Listing Inventory Data Scheduling Travel Arrangements Social Media Management Workflow Optimization Communication Skills

Enrollment & Student Advisor

NHL Stenden University

Sep 2019 - Sep 2020 (1 year)

Guided prospective and newly enrolled students through the onboarding and enrollment process, ensuring a seamless and positive transition experience. Represented the university at study fairs and open days, and led one-on-one consultations to support informed decision-making.