Marco Garcia
Chicago
Summary
Results-driven supervisor specializing in process optimization and team leadership. Dedicated to cultivating culture of continuous improvement and collaboration, achieving substantial enhancements in workflow efficiency and service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Field Service Supervisor
DHL Express USA
McCook
01.2021 - Current
- Delegated work to staff, setting priorities and goals.
- Delivered positive reinforcement and constructive criticism for employee work efforts.
- Collaborated with team members to identify and implement effective solutions for recurring service issues.
- Coordinated training sessions for staff on a variety of recurring and ad hoc material.
- Managed scheduling and dispatching of couriers to optimize efficiency.
- Ensured compliance with company policies and regulatory requirements during operations.
- Collaborated with management to enhance workflow processes and service delivery.
- Provided support for troubleshooting equipment issues in the field as needed.
- Observed field safety protocols to prevent injuries and accidents.
- Initiated process improvements to reduce sort times and driver departure delays.
- Champion for various projects and cluster KPIs including pick ups, inbound service quality, SPARK roll out among other items.
Director of Customer Experience
Hertz Car Rental
Chicago
10.2014 - 01.2021
- Led customer experience initiatives across multiple rental locations.
- Led initiatives to enhance customer satisfaction at Hertz Car Rental.
- Analyzed customer feedback to identify areas for improvement in services.
- Collaborated with cross-functional teams to streamline service processes.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Implemented new strategies to enhance customer interactions and streamline support processes.
- Developed training programs for staff on customer engagement techniques.
- Analyzed customer feedback to identify service improvement opportunities.
- Coordinated cross-functional teams to address customer complaints effectively.
- Analyzed data from surveys through the NPS platform to identify areas of improvement in the customer journey.
- Conducted regular training sessions to enhance employees' knowledge on product offerings and services.
- Ensured customer satisfaction by providing timely resolution of complaints and inquiries.
Education
Bachelor of Science - Business Management
DePaul University
Chicago06-2014
Skills
- Process optimization
- Equipment troubleshooting
- Data analysis
- Technical documentation
- Workflow improvement
- Decision-making
- Coaching and mentoring
- Cross-functional collaboration
- Employee training
- Problem solving
- Team leadership
- Mathematical calculations
- Process improvement
- Project management
- Performance management
- Effective communication
- Expense tracking
- Recruiting and interviewing
Languages
Spanish
Professional
Certification
Certified Forklift Trainer - Crown Forklift, Schaumburg, IL
Accomplishments
Employee of the Quarter - Gold Q3 2021 and Silver Q1 2025
Timeline
Field Service Supervisor
DHL Express USA
01.2021 - Current
Director of Customer Experience
Hertz Car Rental
10.2014 - 01.2021
Bachelor of Science - Business Management
DePaul University