Hi there! I’m Reeca Garcia—a seasoned Quality Auditing Analyst and Customer Service Specialist dedicated to optimizing team workflows, protecting brand compliance, and elevating customer satisfaction metrics. With over 4 years of blended experience in high-volume customer support and meticulous quality auditing, I bridge the gap between day-to-day operations and peak performance. I specialize in identifying process gaps, and transforming raw performance metrics into clear, actionable reporting for stakeholders. My core approach balances strict quality standards with data-driven coaching. I don't just find mistakes; I help teams fix them. Prior being a Quality Auditing Analyst, I was a customer service associate that seamlessly managed high-volume inbound/outbound queues, resolving over 100+ critical email escalations monthly with a focus on first-contact resolution. I consistently maintained a personal and team-guided quality target score of 98% across demanding operational environments. Scheduled and executed structured 1-on-1 coaching sessions, delivering constructive, objective feedback that directly improved underperforming agents' KPIs. PROFICIENT IN: - Quality Assurance / Auditing Protocols - Performance Coaching & Feedback Delivery - Inbound & Outbound Queue Management - Email Support - Genesys - Pega - Microsoft outlook - Ms teamsAVERAGE: - Microsoft Excel (Data Entry, pivot table, vlookup, xlookup) - Canva - Zendesk Ready to help your team improve quality and efficiency. Let’s connect!
