DAVID GARCIA QUIROZ
BOISE
Summary
Training and development professionals with 7+ years of experience of onboarding, coaching, and developing employees across customer service, sales, insurance, and operations environments. design and deliver engaging training programs, conduct performance coaching, and support continuous improvement through quality assurance and feedback. Adept at adapting training content to different learning styles and driving measurable performance outcomes in fast-paced, regulated environments.
Overview
10
10
years of professional experience
Work History
Insurance processing
Idaho house and financing
BOISE
01.2026 - Current
- Prevented insurance policy cancellations by coordinating urgent same-day and overnight premium payments directly with insurance carriers
- Ensured loan and escrow compliance by verifying mortgage clauses, deductibles, borrower information, and vacancy loan documentation
- Recovered and validated insurance refunds, ensuring accurate application to loan balances
- Reduced documentation delays by reaching out to insurance agents and supporting Spanish-speaking borrowers to obtain required policy updates
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
Customer Support Representative
IHFA
06.2023 - Current
- Resolved customer inquiries and concerns regarding loan terms, payment schedules, account balances, automatic payments, and resolving any issues related to payment processing.
- Identify and resolve customer concerns and complaints, escalating complex issues to the appropriate departments or supervisors when necessary.
- Assist customers in understanding Escrow, regarding loan terms and troubleshoot borrowers with their online account to gain access or create account.
- Provided timely support to customers via phone and email inquiries.
- Assisted in training new representatives on company policies and tools.
- Troubleshot customer issues using remote access software tools.
Sales Development Trainer
Porch
Seattle
08.2019 - 12.2022
- Coached sales agents on objection handling, consultative selling techniques, and disciplined pipeline management to increase conversion and closing rates.
- Led individualized coaching aligned to each representative’s strengths and preferred pitching style, ensuring every customer interaction was purposeful, value-driven, and results-focused.
- Motivated and developed agents through performance coaching, goal setting, and real-time feedback, reinforcing confidence, accountability, and consistent execution.
- Ensured all sales activity meets 100% quality assurance and compliance standards by strengthening product knowledge and adherence to management and QA guidelines.
- Supported service-based contractor sales by training reps on needs analysis, trust-building, and ethical closing strategies that drove sustainable performance.
- Facilitated workshops to enhance team skills and knowledge retention.
- Collaborated with leadership to identify training needs across departments.
- Developed e-learning modules to support remote training initiatives effectively.
- Delivered online lessons using web conferencing tools like Zoom or Skype.
- Encouraged participants to ask questions during class discussions to ensure they understand the material being taught.
- Monitored progress of trainees through surveys and feedbacks.
- Facilitated classroom-style lectures by presenting complex concepts in an easy-to-understand manner.
- Conducted one-on-one coaching sessions with trainees to assess their understanding of the material presented during classes.
- Assisted in developing manuals, guidelines, policies, procedures, and other documents related to training processes.
Gaming Service Representative
Keyword studios
Mexico
07.2019 - 12.2019
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues with Currency and glitches in the game to maintain high standards of customer service.
- Monitored gaming activities in response area for gaming.
- Assisted players with game-related inquiries and troubleshooting issues.
- Collaborated with team members to resolve complex gaming issues efficiently.
- Documented player feedback and reported trends to improve service quality.
Customer Service /Supervisor/trainer
Teleperformance
Mexico
02.2016 - 04.2019
- Led onboarding and training initiatives for new hires, reinforcing company values, performance expectations, customer experience standards.
- Delivered structured classroom and virtual training using self-developed Google Slides and PowerPoint materials aligned with specific business lines and product guidelines.
- Provided ongoing leadership through daily quality assurance, call monitoring, and coaching, ensuring representatives demonstrated confidence, product knowledge, and high-quality customer interactions.
- Conducted 30-day one-on-one follow-ups to assess agent engagement, adaptation, and post-training knowledge retention, addressing performance gaps and supporting long-term success.
- Monitored team performance using CRM systems for continuous improvement.
- Conducted regular team meetings to address challenges and share updates.
- Collaborated with management to implement new service initiatives and procedures.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Created training manuals to resolve simple and complex customer issues.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Education
Technical Nurse Certification - Technical Training Program
High School Diploma -
Los Vendados 98
Mexico, DF Skills
- New Hire Onboarding & Facilitation
- Training Program Design & Delivery
- Classroom & Virtual Instruction
- Sales & Customer Service Training
- Performance Coaching & Mentorship
- Call Monitoring & Quality Assurance
- Skill Assessments, Quizzes & Certification
- Curriculum & Knowledge Base Development
- Learning Needs Analysis
- Bilingual Training Delivery (Spanish/English)
- Google Slides
- Google Sheets
- Google Excel
- Google PowerPoint
- Team leadership
- Training development
- Quality assurance
Timeline
Insurance processing
Idaho house and financing
01.2026 - Current
Customer Support Representative
IHFA
06.2023 - Current
Sales Development Trainer
Porch
08.2019 - 12.2022
Gaming Service Representative
Keyword studios
07.2019 - 12.2019
Customer Service /Supervisor/trainer
Teleperformance
02.2016 - 04.2019
Technical Nurse Certification - Technical Training Program
High School Diploma -
Los Vendados 98