John Edward Garcia
Project Coach/Team Leader
Caloocan City, Metro Manila
Summary
Developed skills in collaborative and fast-paced project environment, looking to transition into new field. Expertise in team leadership and efficient project execution, combined with strong communication and organizational abilities. Eager to apply transferrable skills to drive success in new professional direction.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Technical Support Representative
Alorica
01.2023 - 11.2023
- Provided technical assistance to customers via chat, resolving issues efficiently.
- Documented customer interactions in CRM system, ensuring accurate records for future reference.
- Educated customers on product features and functionalities, improving user satisfaction and retention.
Retention Customer Service Representative
Afni Inc, Verizon
11.2023 - 08.2025
- Resolved customer inquiries through multiple channels, enhancing satisfaction and retention rates.
- Assisted in identifying recurring issues, contributing to process improvements and service enhancements.
- Collaborated with cross-functional teams to address customer concerns, ensuring consistent communication and resolution strategies.
Project Coach/Team Leader
Afni Inc, Verizon
08.2025 - 09.2026
- Boosted overall productivity by identifying areas for improvement in individual team members'' skills and knowledge, then addressing them through targeted coaching interventions.
- Managed escalated customer issues, ensuring timely resolution while maintaining service quality standards.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Education
High School Diploma -
Divine Grace School
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Critical thinking
Problem resolution
Relationship building
Call center experience
Computer proficiency
Coaching techniques
Leadership skills
Accomplishments
- Joined Afni Leadership Training (Coach 101)
- Supervised team of 16-32 staff members/agents.
- Top Project Coach- May 2026
- Top Agent - April 2024
Certification
Certified Project Coach, AFNI - 2025-2026
Timeline
Project Coach/Team Leader
Afni Inc, Verizon
08.2025 - 09.2026
Retention Customer Service Representative
Afni Inc, Verizon
11.2023 - 08.2025
Technical Support Representative
Alorica
01.2023 - 11.2023
High School Diploma -
Divine Grace School
04.2001 -