Yurri GarciaYG
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Yurri Garcia

@yurrigarcia

Customer-focused professional with over 11 years of experience.

United States
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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

With over 11 years of experience in customer service, technical support, and quality assurance, I have honed my skills in delivering exceptional service to international clients. My journey has equipped me with a strong foundation in troubleshooting, collections, and team leadership, allowing me to effectively support diverse customer needs.

Throughout my career, I have consistently demonstrated my ability to lead teams and coach agents to achieve high standards of customer satisfaction. My role as a Quality Analyst at JPMorgan Chase involved evaluating agent calls and providing constructive feedback, ensuring adherence to quality standards. I am passionate about fostering a collaborative environment where team members can thrive and deliver their best work.

Experience

Work history, roles, and key accomplishments

IQ

Specialist 3 / SME / QA / Team Handler

IQOR

Jan 2018 - Oct 2021 (3 years 9 months)

Provided collections and customer support for JPMorgan Chase, serving as SME, Nesting Coach, Quality Evaluator, and Team Handler. Managed a team of 10 agents, coaching them on behavior, targets, and performance, and assisted the QA team with creating customer satisfaction statements.

Education

Degrees, certifications, and relevant coursework

SC

Systems Plus Computer College

Unknown, Computer Science

Studied Computer Science at Systems Plus Computer College. The curriculum likely covered fundamental concepts in computer science.

Tech stack

Software and tools used professionally

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