Je-Ann Garcia

Experience

• 

  AOL

  Feb 2005 - Mar 2006

  Level 1 Technical Support Representative

  ** Provide client support and technical issue resolution via e-mail and chat.

• 

  ETelecare Global Solutions

  Mar 2006 - Jan 2009

  Training Assistant, AOL Sales and Member Satisfaction

  ** Point of Contact for Customer Care Consultants within the Service Support Manager team. Provides skills transfers with Customer Care Consultants on call control, member connect, de-escalation, soft skills etc. Provides "Just in Time" Support, 2nd tier/escalation support ** Provides superior customer service and support on account management billing issues, retention, promotions, and purchases – using the AOL Internet service. Accurately and immediately answers customer inquiries and complaints on account management, facilitate satisfactory resolution as well as courteously asks customer to obtain full understanding of what information is being requested.** Identify and resolve customer issues, ensure customer retention and avoids disconnects and downgrades by emphasizing benefits and features, highlighting programming, matching interests to service offerings, finding the right fit, and making sure our customer understands the full impact of discontinuing service. Show less

• 

  Stream Global Services

  Feb 2008 - Jan 2012

  ** Research for fixes, investigate one-offs, and end-to-end ownership of seemingly irresolvable issues. Level 1 agents who are unable to resolve a customer's technical issue even after providing all steps using their resources, escalate them to Level 2 by filing a report. Level 2 agents extract these reports everyday and make callbacks in an attempt to resolve the problem** Provides real-time support to both voice and chat agents from Level 1 via chat rooms.** Man the SMS-to-level 2 queue. In an effort to save customer's subscription, an SMS agent will convince the member to solve his/her technical issue by transferring the call to a level 2 tech agent. It is the duty of the level 2 representative to do everything he/she can to save the account by solving the member's technical problem. This effort is not limited to that one phone call. Further escalations to the client and end-to-end ownership is done when necessary.** Strengthen knowledge base content for newly identified solutions. Help articles are used by both members for self-help and agents as guide for troubleshooting. Since Level 2 agents are not limited to any troubleshooting boundaries, more often than not, they are able to find new fixes using the Internet as their primary resource. They upload these new found fixes for validation and approval before they are published. Show less

  • Product Lead, Technical Expert Support

    Jul 2010 - Jan 2012

  • Technical Support Representative

    Feb 2008 - Jun 2010
• 

  Frontline Professional Growth

  Jul 2012 - Dec 2015

  Configuration Analyst

  • Lead product licenses setup and renewals for 400+ new school districts around the country and few schools globally.• Managed a high volume of user account maintenance related to product licensing and access using different software platforms like Salesforce, Microsoft Excel, Teachscape XL Platform, Teachscape Effectiveness Platform and Framework for Teaching Effectiveness Platform and Saba application.• Maintained largest profile clients, and handled highly escalated and at risk clients concerns.• Assisted in migrating user accounts and data of our customers from the old to the new platform.• Constructed ad hoc reports for clients and management using Excel and Tableau.• Researched extensively for fixes and developed solutions to unresolvable provisioning issues.• Provided mentoring and training to new team members to establish consistency, efficiency, accuracy and quality in the provisioning processes.• Developed internal procedures and implemented process improvements to ensure quality of provisioning and licensing process.• Participated in testing and users access validation using the test, QA and production environment.• Represented and acted as the point of contact for big provisioning projects. • Worked closely with Sales, Finance, Account Executives, Implementation Managers, Training and Engineering department to address simple to complex licensing and access issues raised by customers in a timely and efficient manner.• Acted as an Implementation Specialist to small customers by assisting them from onboarding, licenses setup and activation and configuration. Show less

• 

  Riverbed Technology

  Jan 2016 - now

  ● Troubleshoots administrative customer issues, including login and password problems, asset and account information.● Assists, trains and provides customer support to internal and external users with license activation across all product lines.● Acts as subject matter expert by mentoring fellow team members and training onboarding members on support admin, licensing cases, processes and applications.● Collaborates with IT, Engineering, Sales Operations and Product team on NPI projects which include system implementation, system migration, enhancement requests and bug fixes.● Identifies and tracks system defects and supports IT team in resolving problems with focus on documenting defects and performing root cause analysis.● Assists with user testing of new product offerings prior to release by providing input into developing and modifying systems, conducting user acceptance testing to ensure successful rollouts and assisting development team in bug identification.● Documents licensing and fulfillment processes and develops internal procedures to ensure consistency on process.● Performs data analysis and reporting to audit and troubleshoot license fulfillment problems and ensure all orders and requests for licenses are fulfilled and acknowledged.● Liaise with IT, Sales and Order Management team to resolve license delivery errors and account issues.● Monitors all in-transit and urgent RMA dispatches to guarantee on time delivery according to service level agreements.● Collaborates with Inventory, Logistics team and transportation partners to ensure timely and accurate deliveries of service part replacements to customers.● Creates support documentation that empowered and enabled user to find resolutions to questions without intervention from support team. Show less

  • Senior Customer Care Analyst

    Nov 2017 - now

  • Customer Care Analyst

    Jan 2016 - Nov 2017