Updated resume that includes reformat and update of Philips experience

1. Rex Q. Garcia, Jr.
408.674.4779
Rxqgarcia65@gmail.com
CAREER
HIGHLIGHTS:
 19 years of Contact Center team leadership and analytics experience
 Experienced with medical device software support, ambulatory care, human resource, and
software support contact centers
 Experienced with compliance & regulatory standards (FDA, ISO 9000, HIPAA, HCC)
 Multiple Call Center certifications and training accomplishments
EDUCATION: Bachelor of Arts in Political Science with a minor in Sociology
San Diego State University, May 1992. GPA 3.0
EXPERIENCE:
ROYAL PHILIPS
9/15-Present Business Analyst
 Maintained the day-to-day operational conditions of the software customer support organization
 Provided key performance indicators (KPI) in Customer Relations Management, Telephony, and
Customer Experience systems
 Supported organization by providing KPI reports and dashboards.
Achievements
 Work on a team that provided globally harmonized Key Areas of Responsibilities (KAR) and
Performance Indicators (KPI) by providing standardized goals and reports
 Launched a Daily Management initiative in North/Latin America and EMEA that harmonized the
organization by providing a uniformed performance report-out process
 Via Salesforce Chatter, posted weekly and monthly customer experience reports that focused on
key areas of service improvement
Applications
Salesforce Satmetric NPX I3 Interactive Intelligence Workday
Tableau
COST PLUS WORLD MARKET-Contract with Ascot Staffing
6/15-9/15
Present eCommerce Associate, Customer Service
 Electronically respond to customer contacts received via company website, FaceBook, Twitter, and
web chats.
 Reconcile product complaints and request for warranty services.
Applications
FaceBook Twitter
KAISER-PERMANENTE NATIONAL HUMAN RESOURCE SERVICE CENTER
09/13-04/15 Team Manager I, Contact Center Pay Team and Call Center Operations
 Managed human resource contact center that supported Kaiser-Permanente Employees
 Managed workforce administrator that supported contact center
 Reconcile escalated calls with KP employees
 Subject Matter Expert for phone, quality monitoring, and workforce managing applications
Achievements:
 Successfully launched Telephony Integration Project (TI Project)—Enterprise wide conversion of
ACD phone systems, quality monitoring, and workforce managing applications
 Successfully launched an Employee Recognition Program

2.  Developed and implemented IVR Hold Messaging
 Completed Kaiser Permanented Leadership Academy
Applications:
Nexedia CRM Cisco IP Communicator Genesys CCPluse+ Verizon VAD
NICE Interaction Management Taleo Recruiting Systems Oracle’s People tool 8.52 People Books
SUTTER EAST BAY MEDICAL FOUNDATION
08/11-09/13 Manager, Sutter Medical Call Center Operations
 Managed team responsible for supporting Foundation’s specialist providers
 Manage outsource teams and afterhours services in Sacramento and Salt Lake City
 Workforce management by providing executive level dashboards, forecasting, and scheduling
 Reconcile higher-level escalations between patients and clinicians as related to scheduling
 On-board new physicians by developing scheduling guidelines specific to their practice
Achievements:
 Developed performance metrics for Specialty Call Center
 Developed rewards/recognition program and improved employee retention & morale
 Introduced quality monitoring process for call center
 Spearheaded green initiatives that migrated paper driven processes into electronic
 Improved New Patient Packets correspondence
 Performed a Kaizen Process Excellence on Foundations Authorization and Referral process
Applications
Epic EMR Scheduling Nortel Contact Center
LIFESCAN, INC. a JOHNSON & JOHNSON COMPANY
09/92-10/10 Supervisor, Customer Service and Customer Correspondence
 Managed inbound contact centers call and correspondence agents
 Insured department was compliant to regulatory standards of FDA, ISO 9000 and HCC
 Coached and quality monitored team members
Achievements:
 Performed Kaizen on Correspondence team that improved response time, cost reduction, and
paper waste.
 Ramped up multiple off-site vendor centers (TMW, Fullerton, CA; FFP, Rancho Cordova, CA; Sykes,
Buffalo, NY)
 Supervised the US Continuity Team, a remove disaster recovery team (Burnaby, BC, Canada)
 Help develop a recruiting process that utilized DDI Target Selection recruiting techniques
Applications
Siebel CRM System Verint Call Monitoring Aspect ACD Phone Systems
BluePumpkin Work Force Management
ORGANIZATIONAL LEARNING AND DEVELOPMENT:
Kaiser Permanente: Kaiser Permanente Leadership Academy; Crucial Conversation; Green Belt
Training
Sutter East Bay Medical Foundation (SEBMF): Studer Principles of Excellence
LifeScan, Inc.: White Belt Training; DDI (Development Dimension International)
Manager and the Law (LifeScan, SEBMF, Kaiser-Permanente, and Royal Philips)
CERTIFICATION:
Call Center Industry Advisory Council (CIAC) Certified Management Apprentice (Re-certification
needed)
REFERENCES UPON REQUEST