Jean Carlo García Customer Service Expert / Case Manager / Trainer / Executive

Knowledge Base Administrator (Contract)

Christie Lites

Dec 2025 - May 2026 (6 months)

• Maintained and curated internal and customer-facing knowledge base content, ensuring accuracy, consistency, and accessibility across the organization. • Collaborated with subject matter experts and cross-functional teams to document processes, procedures, and technical resources. • Organized, tagged, and updated knowledge articles to improve searchability and reduce repeated support inquiries. • Monitored content performance and usage data to identify documentation gaps and continuously improve quality and coverage. • Leveraged proficiency in Microsoft 365 to manage and maintain all knowledge base systems and content, ensuring seamless operation and integration across the organization's technology stack.

Virtual Office Assistant

Veta Virtual

Sep 2023 - Dec 2025 (2 years 4 months)

• Managed executive email inboxes, calendars, and scheduling for multiple U.S.-based clients, optimizing daily workflow and protecting leadership focus time. • Delivered professional customer support across email, phone, and chat, handling inquiries with consistent SLA compliance and first-contact resolution focus. • Conducted online research and produced detailed reports that informed business and administrative decisions for executive stakeholders. • Performed accurate data entry, document management, and digital file organization, maintaining system integrity and confidentiality. • Supported bookkeeping operations, including financial record updates, invoice tracking, and expense reconciliation. • Leveraged AI productivity tools to draft

Executive Management Assistant / Case Manager

Downtown LA Law Group

May 2023 - Dec 2024 (1 year 8 months)

• Managed executive calendars, coordinated high-level meetings, and orchestrated onboarding logistics for senior leadership. • Served as the primary liaison between executives, clients, and internal teams, safeguarding confidential communication and timely follow-through. • Oversaw case files from intake through completion, enforcing documentation compliance and strict deadline tracking across a high-volume caseload. • Streamlined internal workflows and administrative processes, contributing to a measurable reduction in case-handling delays. • Prepared confidential briefs, legal correspondence, and executive reports to support critical decision-making. • Operated CRM and case management software daily to track progress, assign tasks, and ma

Customer Service Trainer

Webhelp

Nov 2021 - Apr 2023 (1 year 6 months)

• Delivered comprehensive onboarding and performance development training for U.S. financial services campaigns, preparing new hires for production-ready performance. • Analyzed training metrics and performance data, producing leadership-ready reports on cohort proficiency, learning gaps, and development needs. • Provided hands-on guidance to Training Assistants and Supervisors, ensuring consistent learning outcomes and high-quality service standards. • Supported HR functions including employee relations, documentation, and talent development for trainee cohorts. • Leveraged expertise in the Salesforce CRM system to understand customer interaction data and inform training content, ensuring trainees were equipped with relevant customer engag

Training Assistant

Webhelp

Mar 2021 - Nov 2021 (9 months)

• Supported new-hire onboarding for financial campaigns, tracked performance metrics, and coached agents on communication and customer service skills. • Leveraged Salesforce and Microsoft 365 services to enhance training delivery, streamline onboarding processes, and facilitate effective communication and performance tracking for new hires.

Technical Support Specialist

Concentrix

Apr 2017 - Oct 2018 (1 year 7 months)

• Delivered Tier-1 and Tier-2 technical support for cellphone and computer users across the U.S. and LATAM markets, handling high daily call volumes. • Maintained strong customer satisfaction scores by providing clear, professional, and accurate step-by- step troubleshooting guidance. • Managed ticket lifecycles from intake to resolution, ensuring SLA compliance and complete documentation in the company CRM. • Delivered fully bilingual support (English / Spanish) across diverse customer bases.

Jean Carlo García

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Jean Carlo García