Emilio Garcia
Summary
Proven leader with a track record of fostering operational efficiency and team leadership at Old Navy, Gap Inc. Skilled in driving continuous improvement and staff development, enhancing customer satisfaction and operational workflows. Excelled in collaborative environments, achieving significant advancements in customer service management and compliance.
Overview
9
9
years of professional experience
Work History
Customer Operations Manager
Old Navy, Gap Inc.
Staten Island, NY
12.2022 - Current
- Transformed strategy into standard practice with measurable KPIs.
- Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Enhanced customer satisfaction by implementing efficient operational processes and addressing customer concerns promptly.
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Promoted a culture of continuous improvement by encouraging feedback from staff members and taking action on their suggestions, fostering employee engagement and motivation.
- Maintained thorough documentation of policies and procedures to enhance consistency and transparency across the team.
- Evaluated new tools and technologies for potential implementation, enhancing operational efficiency and customer experience where applicable.
- Led regular team meetings to review performance metrics, discuss upcoming initiatives or changes in procedures, fostering open communication among staff members.
- Developed comprehensive training programs for new hires, contributing to a knowledgeable and skilled workforce.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Managed a team of 30+ associates.
- Reduced employee turnover rate by developing comprehensive onboarding programs for new hires.
- Enhanced company reputation as an employer of choice by creating a strong employer brand through targeted marketing initiatives.
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Created customized training programs for individual departments, enhancing skill sets and increasing overall productivity levels.
Cab Driver
Matamoros Car Service
Staten Island, NY
08.2015 - 09.2023
- Enhanced customer satisfaction by providing timely and efficient transportation services.
- Assisted passengers with luggage and other personal items, demonstrating exceptional customer service skills.
- Prioritized passenger safety through vigilant monitoring of surrounding vehicles, pedestrians, cyclists, weather conditions.
- Increased repeat business through exceptional interpersonal skills and attentiveness to customer preferences.
- Facilitated communication between dispatchers and drivers by relaying important information regarding scheduling changes or client requests.
- Enhanced company reputation by consistently receiving positive feedback from customers, leading to increased referrals and business opportunities.
Product Operations Specialist
Old Navy Gap Inc.
Staten Island, NY
07.2020 - 12.2022
- Spearheaded process improvements to reduce production costs without compromising quality standards.
- Collaborated with cross-functional teams to help improve operational workflow.
- Optimized inventory management with regular analysis of stock levels and accurate forecasting methods.
- Maintained detailed documentation of product specifications, enabling efficient communication among internal teams and external partners.
- Served as a subject matter expert on company''s product line, providing valuable insights.
- Analyzed data to identify trends in shipping performance, leading to continuous improvement initiatives.
- Managed markdowns efficiently, ensuring accurate pricing and signage for promotional events.
- Ensured accurate pricing by regularly updating price tags according to promotions or markdowns.
- Optimized sell-through rates by consistently monitoring stock levels and initiating markdowns when necessary.
Cashier
Dollar Tree
Staten Island, NY
02.2018 - 07.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Utilized strong time management skills to balance multiple responsibilities, including assisting customers, managing inventory, and maintaining store cleanliness.
- Demonstrated excellent communication skills when interacting with both customers and colleagues, fostering a positive work environment.
Education
Regents High School Diploma -
Susan E Wagner High School
Staten Island, NY06.2014
Skills
- Operational Efficiency
- Collaborative mindset
- Compliance Management
- Staff Development
- Customer Service
- Team Leadership
- Decision-Making
- Customer Service Management
- Effective leader
- Relationship Building
- Staff training/development
- Employee Motivation
- Operations Management
Languages
Spanish
Full Professional
Timeline
Customer Operations Manager
Old Navy, Gap Inc.
12.2022 - Current
Product Operations Specialist
Old Navy Gap Inc.
07.2020 - 12.2022
Cashier
Dollar Tree
02.2018 - 07.2021
Cab Driver
Matamoros Car Service
08.2015 - 09.2023
Regents High School Diploma -
Susan E Wagner High School