Looking for a job

Yurri Garcia

@yurrigarcia

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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

Current

Technical and Sales Expert

Current

Asurion

Jan 2024 - Present (1 year 6 months)

Troubleshooted mobile devices for Verizon Wireless customers. Promoted and explained device protection plans to clients.

Sales Customer Service Verizon Wireless Technical Support

Quality Analyst

IQOR

Sep 2022 - Jan 2024 (1 year 4 months)

Evaluated over 150 agent calls monthly to ensure quality standards. Coached agents to ensure adherence to customer satisfaction and quality standards, and supported the Nesting (JTE) team during the training phase.

Quality Assurance Call Evaluation Coaching Customer Satisfaction Collections Performance Monitoring

Supplier Success Professional

Cloudstaff

Oct 2021 - Sep 2022 (11 months)

Conducted business verification and compliance reviews for suppliers. Handled billing issues and online account navigation for clients.

Business Verification Compliance Billing Support Account Management

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.

Collections Customer Support Coaching Team Leadership Performance Management Training

Technical Support Associate I

Concentrix

Mar 2017 - Jan 2018 (10 months)

Provided technical support and billing assistance for AT&T mobile services. Assisted customers with various service-related inquiries.

Technical Support Billing Mobile Customer Service Troubleshooting

Customer Care Representative I

Startek

Oct 2013 - Jan 2017 (3 years 3 months)

Handled troubleshooting, billing, and account management for T-Mobile clients. Ensured customer satisfaction through effective problem resolution.

Customer Care Troubleshooting Billing Account Management T Mobile Problem Solving

Customer Service Consultant

Sutherland Global Services

Oct 2011 - Feb 2013 (1 year 4 months)

Assisted Amazon customers via voice and chat for orders, tracking, returns, and Kindle support. Provided comprehensive customer service for various product and service inquiries.

Customer Service Chat Support Order Management Kindle Support Amazon.Com Customer Support