CHRISTINA GARCIA
New Britain,CT
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
14
14
years of professional experience
Work History
OPERATIONS MANAGER
Total Bath Systems LuxStone Of Connecticut
06.2016 - 06.2024
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Call Center Representative
Telereach
01.2010 - 06.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Processed debit and credit card and electronic check payments.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Approved and terminated customer contracts upon request.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
New Britain High School
New Britain, CT06.2008
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Management
- Operations Oversight
- Customer Relationship Management
- MS Office
- Maintaining Compliance
- Process Improvement
Timeline
OPERATIONS MANAGER
Total Bath Systems LuxStone Of Connecticut
06.2016 - 06.2024
Call Center Representative
Telereach
01.2010 - 06.2016
High School Diploma -
New Britain High School
Similar Profiles
Katie DenischukKatie Denischuk
Life Enrichment Coordinator at Luxstone Senior LivingLife Enrichment Coordinator at Luxstone Senior Living
Arun NoriArun Nori
Core Network Engineer at State of Connecticut - HCL Global Systems, Inc.Core Network Engineer at State of Connecticut - HCL Global Systems, Inc.
HECTOR DIAZHECTOR DIAZ
Quality Control Inspector at Bci Acrylic Bath SystemsQuality Control Inspector at Bci Acrylic Bath Systems