Sergio Garcia

TECHNICAL SUPPORT SPECIALIST

EBSCO Information Services

May 2024 - Aug 2025 (1 year 4 months)

1 . Deliver responsive customer support by troubleshooting technical issues, answering inquiries, and ensuring high levels of customer satisfaction across products. 2. Diagnose problems, identify root causes, and collaborate with internal teams to prioritize and resolve issues efficiently. 3. Provide clear instructions and guidance to clients on product features, installation, configuration, and upgrades via phone, email, and written communication. 4. Conduct independent research to resolve complex issues while contributing to departmental goals and overall client success.

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PLATINUM CARD CARE PROFESSIONAL

American Express Argentina SA

Jan 2022 - Apr 2024 (2 years 4 months)

1 . Deliver high-quality service in a fast-paced call center by resolving account inquiries, processing transactions, and ensuring first-contact resolution. 2. Consult with customers to understand their needs, provide personalized solutions, and reinforce membership benefits to build loyalty. 3. Strengthen engagement by recommending relevant products, benefits, and services that add value and deepen customer relationships. 4. Consistently exceed performance targets, including sales, quality, compliance, productivity, and customer satisfaction metrics.

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OCCUPATIONAL HEALTH COORDINATOR

LevelUp MD

Feb 2017 - Jul 2021 (4 years 6 months)

1 . Respond promptly to inquiries related to testing transactions via personalized phone calls and effective emails. 2. Track and follow up using Salesforce on received source documents by reducing the amount of time documents are in the process 3. Coordinate with managers the sending and receiving of source documents; Resolve questions, inconsistencies, or missing information in less than 72 hours.

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CASE MANAGER ASSISTANT

Lalezary Law Firm

Oct 2013 - Feb 2017 (3 years 5 months)

1 . Provide bilingual support to case managers by retrieving, scanning, and organizing documents for new and existing cases. 2. Draft correspondence, send client letters, and request medical records, police reports, and billing information. 3. Maintain professional communication with clients to ensure timely updates and case progress. 4. Assist with general office tasks and administrative support as needed.

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