Marlon Garcia

Sales Development Representative

RocketLevel

Mar 2025 - Current (1 year 2 months)

As a Sales Development Representative, I was responsible for identifying and qualifying potential leads, utilizing my strong problem-solving skills to navigate challenges and optimize the sales process. I effectively managed my time and prioritized tasks to ensure timely follow-ups and maintain a high level of customer engagement. My attention to detail and critical thinking abilities allowed me to conduct thorough market analysis and research, which informed our sales strategy and improved overall performance. Additionally, I leveraged tools such as Google Sheets and Google Workspace to organize data and streamline communication via Slack. While data visualization was not a primary focus, I utilized CRM and calls software that provided gra

Quality Assurance Specialist

Paricus

Apr 2024 - Nov 2024 (8 months)

- Participated in weekly calibration sessions with Team Leaders to develop scoring consistency and best practices. - Used Google Sheets/Excel to perform audits, track compliance data, summarize metrics, and visualize performance trends. - Monitored and evaluated randomly selected calls to assess representatives' service level standards and complete online evaluations of client calls. - Identified operational gaps using data-driven insights and collaborated with teams to improve processes.

Agent Support Representative

Paricus

Nov 2023 - Apr 2024 (6 months)

Customer Service Representative

Paricus

Jul 2023 - Nov 2023 (5 months)

- Handled customer inquiries regarding the services provided, including instructions on how to apply, cancel, or reactivate services, while ensuring a high level of customer satisfaction. - Provided technical support to customers with their devices, addressing issues related to service networks, device usage, and defective items, demonstrating strong problem-solving skills. - Educated customers about the services offered and their active plans, utilizing effective communication and bilingual skills to enhance understanding. - Managed customer data, shipping details, and company information through Microsoft Excel and Google Sheets, showcasing adaptability and organizational skills in a fast-paced environment. - Collaborated with team me

Traniner & Team Lead

Teleperformance

May 2022 - Jul 2022 (3 months)

As a Trainer & Team Lead, I led and trained a team to achieve required performance metrics, ensuring a successful transition from training to operational roles. I emphasized the importance of providing excellent customer service, leveraging my extensive experience in the quality and customer service department, while supervising the delivery of these services to maintain high standards. Additionally, I utilized my skills in data visualization and data analysis to create KPI reports and organize performance information from Customer Service Representatives (CSRs). This involved using Excel and Google Sheets to share insights and graphical representations of our team's performance, which enhanced our ability to make informed decisions and dri

Quality Assurance Analyst

Teleperformance

Apr 2021 - Jul 2023 (2 years 4 months)

- As a Quality Assurance Analyst, I performed daily analysis of high-volume customer interactions to evaluate quality and compliance metrics, ensuring adherence to established standards. - Conducted refreshers with representatives to guarantee compliance with company policies, thereby preserving client trust through transparent operations. - Reported unauthorized behaviors from representatives to management, contributing to the maintenance of ethical standards and conduct within the team. - Proactively participated in meetings to help create new practices and ensure compliance with company policies, enhancing overall operational efficiency. - Trained and coached new staff members, leveraging my strong organizational skills and attention

Customer Service Representative

Teleperformance

Oct 2020 - Apr 2021 (7 months)

- Answered calls from customers and assisted with special requests or resolving complaints. - Issued refunds, merchandise exchanges and price adjustments in compliance with company policies. - Responded to pre-sales inquiries, returns and routine order processing support. - Exceeded expectations when assisting customers. - Addressed customer concerns and provided timely resolution to mitigate complaints.

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