Summary
Overview
Work History
Education
Skills And Training
Awards
References
Timeline
Generic

Migdalia Garcia

Aguadilla

Summary

Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.

Overview

38
38
years of professional experience

Work History

Summit1 Supervisor

CAPITOL BRIDGE LLC
02.2023 - 12.2023
  • Responsible for providing coaching, mentoring, and training
  • Focus on meeting client needs and making sure that all procedures are followed in accordance with company and client procedures
  • Handling difficult situations within the team
  • Collaborating with leadership in implementing changes for the benefit of the company, employees, and clients
  • Quality Assurance of calls
  • Coaching of agents when needed.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.

FL DEO Supervisor

CAPITOL BRIDGE LLC
03.2022 - 02.2023
  • Responsible for providing coaching, mentoring, and training
  • Focus on meeting client needs and making sure that all procedures are followed in accordance with company and client procedures
  • Handling difficult situations within the team
  • Collaborating with leadership in implementing changes for the benefit of the company, employees, and clients.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Identified needs of customers promptly and efficiently.
  • Coached staff members to develop long-term career goals.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Provided ongoing training to address staff needs.
  • Created new strategies for improving customer service standards within the organization.
  • Maintained positive working relationship with fellow staff and management.

Pay Call Campaign Supervisor

TRAJECTOR Medical (formerly Team and Tech LLC)
03.2021 - 12.2022
  • Responsible for providing coaching
  • Handling difficult situations within the team
  • Handling difficult situations with veterans who are unhappy or angry via Supervisor Calls
  • Addressing questions and concerns from veterans and team members
  • Tracking invoices generated from the calls
  • Collaborating with leadership in implementing changes for the benefit of the company, employees, and veterans.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Coached staff members to develop long-term career goals.
  • Directed and supervised team of 15 employees in daily operations.
  • Maintained positive working relationship with fellow staff and management.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Provided ongoing training to address staff needs.

Symptoms Recap Team Supervisor

TRAJECTOR SERVICES (formerly Team and Tech LLC)
10.2021 - 01.2022
  • Responsible for providing coaching, mentoring, and training
  • Organizing leads and assigning tasks (including emails, and phone calls for team members)
  • Also assigning last-minute calls
  • Handling difficult situations within the team
  • Collaborating with leadership in implementing changes for the benefit of the company, employees, and veterans
  • Completion of headcount, daily and weekly reports, KPI reports.
  • Assigned tasks to employees and supervised activities to meet operational needs and boost customer satisfaction.
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Created and distributed monthly, quarterly and annual reports to management regarding performance.
  • Ensured compliance with company policies, procedures, and safety regulations.
  • Conducted weekly meetings to discuss progress on assigned tasks and identify areas for improvement.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Prepared operations data to produce comprehensive reports to management.
  • Led and managed employees in partnership with other company leaders.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Evaluated and assessed personnel to identify potential candidates for promotion.
  • Identified potential problems or risks associated with projects before they occur.
  • Held performance evaluation meetings to discuss key performance indicators and address areas needing improvement.

Evidence Collection Specialist

TEAM AND TECH LLC
09.2020 - 10.2021
  • Making Calls
  • Establishing rapport
  • Customer care and service
  • Obtaining necessary information
  • Collecting sensitive documents.
  • Implemented strategies to take advantage of new opportunities.
  • Exercised versatility in fast-paced, agile work environments.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Maintained positive working relationship with fellow staff and management.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customerss promptly and efficiently.
  • Understood and followed oral and written directions.
  • Planned and completed group projects, working smoothly with others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Maintained schedule of class assignments to meet deadlines.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Worked with cross-functional teams to achieve goals.
  • Provided excellent service and attention to customers through phone conversations.
  • Completed day-to-day duties accurately and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Priority Process Specialist

TEAM AND TECH LLC
07.2020 - 09.2020
  • Making Calls
  • Establishing rapport
  • Customer care and service
  • Obtaining necessary information.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained open communication with other team members, resulting in successful project outcomes.
  • Planned and completed group projects, working smoothly with others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Understood and followed oral and written directions.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Intake Specialist (Hybrid)

TEAM AND TECH LLC (Temporary Assistance)
05.2020 - 07.2020
  • Making Calls
  • Establishing rapport
  • Customer care and service
  • Obtaining necessary information.
  • Answered and logged incoming inquiries via phone, and email.
  • Answered questions and responded to inquiries to deliver high level of service to veterans
  • Made 60-65 calls per shift to assist with customer questions and concerns.
  • Planned and completed group projects, working smoothly with others.
  • Worked with cross-functional teams to achieve goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Priority Process Specialist

TEAM AND TECH LLC
03.2020 - 05.2020
  • Maintained open communication with other team members, resulting in successful project outcomes.
  • Planned and completed group projects, working smoothly with others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Understood and followed oral and written directions.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Prioritized and organized tasks to efficiently accomplish service goals.Making Calls
  • Collecting VIAAS
  • EB Assistance
  • Claim Upload assistance
  • Customer care and service
  • Establishing rapport.

Symptoms Recap Specialist

TEAM AND TECH LLC
05.2019 - 03.2020
  • Making recap calls
  • Establishing rapport
  • Prepare veterans for exams
  • Customer care and service
  • Answering questions.
  • Maintained positive working relationship with fellow staff and management.
  • Identified opportunities to enhance specialization resulting in increased efficiency.
  • Analyzed key performance indicators to identify effective strategies.
  • Identified needs of customers promptly and efficiently.
  • Participated in ongoing training and compliance activities.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Provided excellent service and attention to customers through phone conversations.
  • Maintained schedule of call assignments to meet deadlines.
  • Understood and followed oral and written directions.
  • Planned and completed group projects, working smoothly with others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Recognized by management for providing exceptional customer service.
  • Collaborated with others to discuss new opportunities.

Intake Specialist

VA CLAIM PROS LLC
08.2018 - 05.2019
  • Making Initial calls
  • Customer care and service
  • Answering questions
  • Obtaining necessary information and documents.
  • Maintained accurate records of all client interactions according to agency policies and procedures.
  • Established and maintained correspondence systems to manage information requests and distribution.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Delivered products to customer locations on time.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed day-to-day duties accurately and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Sales Representative

DC COMMUNICATIONS (AT&T Authorized Retailer)
11.2016 - 09.2018
  • Customer Service
  • Activations
  • Receiving and categorizing merchandise
  • Sales.

Sales Representative

FIRST MEDICAL HEALTH INSURANCE (Campaign)
09.2015 - 12.2015
  • Customer Care
  • Managing objections
  • Sales.
  • Presented products and services to prospective and existing customers to meet client needs.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Planned and completed group projects, working smoothly with others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Sales Representative

FIRST MEDICAL HEALTH INSURANCE (Campaign)
10.2014 - 12.2014
  • Presented products and services to prospective and existing customers to meet client needs.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Planned and completed group projects, working smoothly with others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.Customer Care
  • Managing objections
  • Sales.

Store Administrator

GCI TELECOMM INC. (AT&T Authorized Retailer)
11.2000 - 03.2014
  • Personnel supervision
  • Inventory control
  • Payroll
  • Preparation of employee timesheets
  • Accounting
  • Balancing cash registers
  • Receiving and categorizing merchandise
  • Sales
  • Customer Service.
  • Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Managed cash register operations by training new employees on proper use of registers.
  • Organized weekly staff meetings to discuss customer service issues and improvements.
  • Supported long-term business strategies, generating guest relations feedback for process improvements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Prepared purchase orders for new products based on current market trends or customer requests.
  • Trained, managed and motivated employees to promote professional skill development.
  • Used Point of Sale register system to complete transactions.
  • Implemented strategies to increase customer satisfaction ratings by providing excellent customer service.
  • Resolved customer complaints in a timely manner while following company policies and procedures.
  • Recruited, trained, supervised, evaluated performance of staff members in accordance with company policies.
  • Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
  • Established store tactics and strategies to achieve operational performance and sales goals.
  • Researched out-of-stock items to find additional inventory in other store locations.
  • Performed daily store opening and closing duties such as setting up displays and counting cash drawer contents.
  • Counted and balanced registers.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Created reports summarizing daily, monthly, quarterly, and annual sales performance.

Assistant Manager

FARRINGTON SQUARE APOTHECARY AND CRABTREE AND EVELYN (New York)
08.1985 - 12.1995
  • Employee supervision for both stores
  • Inventory control for both stores
  • Preparation of employee timesheets for both stores
  • Accounting for both stores
  • Balancing cash registers for both stores
  • Receiving and categorizing merchandise for both stores
  • Sales
  • Customer Service.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Produced thorough, accurate and timely reports of project activities.
  • Ensured compliance with safety regulations and company policies.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
  • Maintained up-to-date knowledge of company products and services.
  • Managed customer service inquiries and complaints in a timely manner.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Delegated tasks to team members based upon skill level and to achieve organizational goals.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Resolved conflicts between team members in an effective manner.

Education

Associate Degree in Natural Sciences -

University of Puerto rico
01.1981

Bachelor of Science -

INTERAMERICAN UNIVERSITY AGUADILLA PR
06.1981

Skills And Training

Fully bilingual (English and Spanish), light computer skills (Word, Excel, and Powerpoint), Good knowledge of call centers, Trained in "5 Key Behaviors", Giving Customers an Excellent Experience, Phone Etiquette, Leadership Training

Awards

  • Team and Tech Team Member of the Month July 2019
  • Team and Tech Team Member of the Month August 2020
  • Team and Tech Team Member of the Year Dec 2020
  • Trajector Medical Team Lead of the Month October 2021

References

Recommendation letters available upon request.

Timeline

Summit1 Supervisor

CAPITOL BRIDGE LLC
02.2023 - 12.2023

FL DEO Supervisor

CAPITOL BRIDGE LLC
03.2022 - 02.2023

Symptoms Recap Team Supervisor

TRAJECTOR SERVICES (formerly Team and Tech LLC)
10.2021 - 01.2022

Pay Call Campaign Supervisor

TRAJECTOR Medical (formerly Team and Tech LLC)
03.2021 - 12.2022

Evidence Collection Specialist

TEAM AND TECH LLC
09.2020 - 10.2021

Priority Process Specialist

TEAM AND TECH LLC
07.2020 - 09.2020

Intake Specialist (Hybrid)

TEAM AND TECH LLC (Temporary Assistance)
05.2020 - 07.2020

Priority Process Specialist

TEAM AND TECH LLC
03.2020 - 05.2020

Symptoms Recap Specialist

TEAM AND TECH LLC
05.2019 - 03.2020

Intake Specialist

VA CLAIM PROS LLC
08.2018 - 05.2019

Sales Representative

DC COMMUNICATIONS (AT&T Authorized Retailer)
11.2016 - 09.2018

Sales Representative

FIRST MEDICAL HEALTH INSURANCE (Campaign)
09.2015 - 12.2015

Sales Representative

FIRST MEDICAL HEALTH INSURANCE (Campaign)
10.2014 - 12.2014

Store Administrator

GCI TELECOMM INC. (AT&T Authorized Retailer)
11.2000 - 03.2014

Assistant Manager

FARRINGTON SQUARE APOTHECARY AND CRABTREE AND EVELYN (New York)
08.1985 - 12.1995

Associate Degree in Natural Sciences -

University of Puerto rico

Bachelor of Science -

INTERAMERICAN UNIVERSITY AGUADILLA PR

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Migdalia Garcia