Jonathan Garcia
Chicago
Summary
Customer-focused operations leader who builds trust, drives accountability, and delivers measurable service outcomes. Brings 8+ years of experience leading high-performing teams and managing client-facing operations in fast-paced environments. Consistently achieved ~90 NPS by combining empathy with a solutions-first mindset. Known for strengthening client relationships, leading through complexity, and driving continuous improvement.
Overview
9
9
years of professional experience
Work History
Store Market Manager
LensCrafters
Park Ridge
03.2024 - 03.2026
- Led customer care delivery and served as primary escalation point for complex issues
- Drove ~90 NPS through empathy-driven coaching and service accountability
- Built trusted relationships with customers and cross-functional stakeholders
- Used customer feedback and data to drive continuous improvement initiatives
- Coordinated operations across teams to ensure seamless service delivery
General Manager
America’s Best Contacts & Eyeglasses
Chicago
08.2022 - 03.2024
- Owned end-to-end customer experience and service performance for high-volume location
- Managed escalations with a focus on resolution, retention, and long-term loyalty
- Analyzed reporting and customer insights to improve service outcomes and reduce remakes
- Led, coached, and developed teams to deliver consistent customer-first interactions
- Partnered cross-functionally to enhance operational and customer outcomes
Assistant Manager
America’s Best Contacts & Eyeglasses
Chicago
04.2017 - 08.2022
- Delivered high-quality customer service and resolved escalated concerns
- Supported daily operations, communication, and reporting across teams
- Maintained accurate records and contributed to service and process improvements
- Reinforced service standards through coaching and team support
Education
Some College (No Degree) - English
University of Illinois At Chicago
Chicago, ILSkills
- Client Relationship Management
- Customer Care Leadership
- Escalation Management
- NPS Optimization
- Cross-Functional Collaboration
- Data-Driven Decision Making
- Team Development
Client Impact
- Achieved ~90 Net Promoter Score (NPS) by embedding empathy and accountability into every interaction
- Served as escalation point for complex customer issues, driving consistent resolution and retention
- Improved service delivery through data analysis, reducing errors and enhancing customer satisfaction
- Built strong relationships with clients, clinical partners, and cross-functional teams
- Coached teams to deliver consistent, high-quality, customer-first experiences
Timeline
Store Market Manager
LensCrafters
03.2024 - 03.2026
General Manager
America’s Best Contacts & Eyeglasses
08.2022 - 03.2024
Assistant Manager
America’s Best Contacts & Eyeglasses
04.2017 - 08.2022
Some College (No Degree) - English
University of Illinois At Chicago