Alec Garcia has over 5 years of experience providing exceptional customer service in call center and retail settings. He is skilled at listening to customer needs, articulating product benefits, and creating solutions. As Customer Support Team Leader at Shopjeen.com, he managed a customer service team, trained new employees, and developed strategies to resolve issues and fraudulent orders. Previously, he resolved 300 customer inquiries per week as a Customer Support Representative at OpenSky.com and ensured satisfaction for both customers and merchants.
1. Alec Garcia
664 Day Ave, Ridgefield NJ 07657
Phone: (551) 486-4012 | knickg2@gmail.com
Customer Service Representative
Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ... Increasing Sales
● Dynamic customer service professional experienced in both call-center and retail store settings.
● Excel in listening to customer needs, articulating product benefits and creating solutions that
provide value to the customer.
● Build and maintain enduring customer relationships to boost sales and generate repeat business.
Experience
Shopjeen.com New York, NY
Customer Support Team Leader, 10/2013 to Present
● Managed Customer Service Team to ensure quality customer care, and efficiency.
● Trained new employees in using systems such as: Shopify, UserVoice, ZenDesk, SalesForce,
and Mercedes Distribution
● Developed new strategies to deal with arising customer issues, both new and old.
● In charge of checking for Fraudulent Orders, and with resolving refunds and chargebacks from
PayPal and major banks.
OpenSky.com New York, NY
Customer Support Representative, 4/2013 to 8/2013
● Managed a high-volume workload within a deadline-driven environment. Resolved an average of
300 inquiries in any given week and consistently met performance benchmarks in all areas
(speed, accuracy, volume).
● Responsible for maintaining correspondence between customers and merchants and ensuring
satisfaction for both parties in a timely manner.
● Handle customer inquiries, complaints, billing questions and payment extension/service requests.
Banana Republic, Paramus, NJ (National retail brand)
Customer Service Representative, 9/2012 to 3/2013
● Respond to merchandise inquiries, providing quality service to customers and associates
● Listen attentively to customer needs to ensure a positive experience.
● Excelled within a retail-oriented company, demonstrating a talent for communicating effectively
with customers from diverse backgrounds.
Hotels.com
Customer Service Representative, 1/2011 to 9/2012
● Ensured customers were satisfied with every part of the booking experience, from initial greeting
through reservation completion.
● Recommended solutions within customer budgets and proactively followed up with all inquiries.
● Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems
on the first call and avoid escalation of issues