Dixon Garcia

A

Interaction Analyst (CallMiner)

Amplified Analytics

Aug 2022 - Apr 2026 (3 years 9 months)

• Conducted root cause analysis of recurring customer issues, helping reduce repeat contacts and improve customer experience. • Contributed insights that supported leadership in shaping customer experience strategies. • Collaborated with stakeholders to identify process gaps and communication improvement opportunities. • Built dashboards and reports that supported operational visibility.

Speech Analyst (CallMiner)

Foundever

Oct 2020 - Jul 2022 (1 year 10 months)

• Performed speech analytics reviews to uncover recurring customer concerns, service gaps, and escalation patterns. • Delivered trend analysis that supported leadership teams in improving service quality. • Used Monday.com and Asana to organize workflows, track tasks, and collaborate across teams.

QA Specialist

Foundever

Nov 2019 - Oct 2020 (1 year)

• Conducted interaction evaluations and coaching sessions, improving service quality and agent performance. • Delivered real-time feedback and documented performance using Calabrio, supporting calibration sessions with coaches and leadership. • Identified communication and process improvement opportunities that enhanced customer interactions. • Produced quality reports and performance insights to guide team development and operational goals.

Email & Chat Customer Service Representative

Foundever

Aug 2017 - Nov 2019 (2 years 4 months)

• Delivered efficient email and chat support, managing around 60 customer inquiries per day. • Served as Subject Matter Expert (SME), supported team initiatives by sharing feedback, coaching peers, and promoting communication best practices to enhance overall performance. • Improved response clarity and consistency by optimizing templates and workflows used across the team.

Technical Support Advisor (Apple Campaign)

Concentrix

Jan 2017 - Jun 2017 (6 months)

• Assisted customers with technical troubleshooting and device support inquiries. • Explained solutions clearly to improve customer understanding and confidence. • Managed high-stress interactions while maintaining a positive support experience.

Customer Service Representative

Foundever

Jun 2015 - Nov 2016 (1 year 6 months)

• Handled high-volume customer interactions across support and escalation scenarios. • Assisted customers with issue resolution while maintaining service quality and professionalism.

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