Emilita Garcia Assistant Manager at EXL

Team Leader

Compass Experience Labs

Dec 2023 - Current (2 years 10 months)

• Lead and facilitate training programs for new hires, ensuring readiness for production.
• Collaborate with stakeholders to develop and refine training materials.
• Drive process improvement initiatives to enhance learning and operational efficiency.
• Provide coaching and quality feedback to optimize employee performance.

Math AI

Outlier AI

May 2024 - Oct 2025 (1 year 6 months)

Analyze and test the platform if it will fail by asking wrong questions

Client Experience Account Manager

MicroSourcing

Dec 2023 - Jul 2024 (8 months)

• Managed multiple client accounts, driving operational efficiency and growth.
• Developed business strategies and implemented performance management plans.
• Collaborated with stakeholders to ensure seamless client experience and satisfaction.
• Led cost management initiatives to maximize profitability.

Team Manager

WNS Global Services

Jul 2021 - Dec 2023 (2 years 6 months)

Guide agents and Analyze Data

Operations Manager

EXL Service

Oct 2018 - Apr 2021 (2 years 7 months)

• Managed quality assurance, compliance, and operational assessments.
• Led team training efforts to enhance service delivery and business performance.
• Spearheaded process innovations to eliminate inefficiencies.

Chat and Email Support

Satellite Office

Apr 2017 - Sep 2018 (1 year 6 months)

• Managed admin tasks and client communication using G Suite.
• Trained and coached new hires, providing support via chat, email, and phone – lessen product knowledge improvement timeline by 50%.
• Promoted products, resolved customer issues, and contributed to process improvements.

Technical Support Representative

Sykes

Nov 2016 - Apr 2017 (6 months)

• Assisted customers with Chromecast setup and troubleshooting.

C

Senior Process Executive (Data)

Cognizant Technologies Solutions

Jun 2016 - Oct 2016 (5 months)

• Moderated content and processed policy amendments, claims, and transactions.

Consultant (Email)

Sutherland Global Services

Jun 2012 - Apr 2016 (3 years 11 months)

• Provided email support on PayPal products, claims, and policies.
• Resolved issues, educated customers, and ensured privacy compliance.

S

Customer Service Representative (Telesales)

SITEL PHILS.

Oct 2009 - Jun 2012 (2 years 9 months)

• Initiated sales calls, engaged customers, and met sales quotas.

Emilita Garcia

About

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Timeline

Résumé

Emilita Garcia

About

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Behavioral traits