Emma Garcia
Pomona,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
CSR Coordinator
Covina Animal Hospital
Covina, CA
10.2023 - Current
- Worked closely with Front Lead to ensure that front end procedures were up to date with current trends, optimizing efficiency through the adjustment of older SOPs.
- Provided training to new staff members
- Implemented methods to enhance client experience for optimal results
- Problem-solving with CSRs to ensure client satisfaction
- Ensuring the reception area consistently met standards, providing a pleasant client experience.
Customer Service Representative
Covina Animal Hospital
Covina, CA
05.2022 - Current
- Understanding of Impromed/Infinity
- Prepare medications: interpret sigs, fill medications
- Prepare written prescriptions with doctors' orders for clients
- Understanding of Chewy's online portal, covetrus, vets first choice, and 1800petmeds
- Explain products and benefits
- Confirmed and processed payments, refunds, etc
- Understanding multi-line phone systems
- Fear Free Certified.
Veterinary Receptionist
Chino Hills Animal Hospital and Pet Resort
Chino Hills, CA
11.2021 - 05.2022
- Understanding of Avimark
- Understanding of multi-line phone systems
- Successfully requested and obtained medical records from external hospitals and attached files with accuracy.
- Process payment transactions through phone and in person, cash and card.
Head Cashier
Lowes
Chino Hills, CA
09.2020 - 10.2021
- Assisted in managing front end customer service operations, working closely with a front end supervisor and other head cashiers
- Enhanced understanding of order fulfillment procedures, optimizing the efficiency of picking and placing orders
- Performed cashier responsibilities, handled customer returns, and facilitated special orders
- Monitored OPS reports to ensure timely delivery of goods and minimize potential losses.
- Addressed and resolved issues raised by customers.
- Assisted in the implementation of new POS software and conducted training sessions
- Monitored customer service reports and communicated with cashiers about their performance metrics.
Head Cashier
Home Depot
Pomona, CA
09.2018 - 06.2020
- Consistently met customer service standards and exceeded goals for opening new accounts at the store by accurately maintaining store reports.
- Managed and addressed customer concerns based on store protocols
- Developed expertise in troubleshooting self-checkout systems to ensure efficient operations
- Effectively handled cashier responsibilities including pro-accounts, calls, special orders and returns.
- Contributed to the successful implementation of curbside pick up and new software.
Front End Supervisor
DD's DISCOUNTS
Pomona, CA
11.2015 - 05.2019
- Key carrier and acting MOD when manager or assistant store manager was absent
- Managed front end reports to ensure that cashiers achieved their check out time goals.
- Successfully organized and arranged sales floor displays according to season.
- Proficient in managing payroll operations and successfully making strategic shifts to meet target objectives
- Proficient in handling back end operations like receiving trucks with merchandise and organizing it in carts to ensure smoother roll out on the sales floor.
- Demonstrated expertise in managing cash office activities, guaranteeing timely and secure daily deposits.
Education
Some College - Animal Sciences
Mt San Antonio College
06.2016
High School Diploma -
Garey High School
Pomona, CA01.2014
Skills
- Bilingual
- Money Handling
- Animal Care
- Cashiering
- Order Fulfillment
- Front Desk
- Cash handling
- Cash register
- Typing
- Payroll
- Store management
- Complaint resolution
- Scheduling
- Inbound and Outbound Calling
Assessments
- Customer service, Proficient, 03/01/21, Identifying and resolving common customer issues
- Work motivation, Proficient, 04/01/21, Level of motivation and discipline applied toward work
Personal Information
- Title: Student
- Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Professional
References
References available upon request.
Timeline
CSR Coordinator
Covina Animal Hospital
10.2023 - Current
Customer Service Representative
Covina Animal Hospital
05.2022 - Current
Veterinary Receptionist
Chino Hills Animal Hospital and Pet Resort
11.2021 - 05.2022
Head Cashier
Lowes
09.2020 - 10.2021
Head Cashier
Home Depot
09.2018 - 06.2020
Front End Supervisor
DD's DISCOUNTS
11.2015 - 05.2019
Some College - Animal Sciences
Mt San Antonio College
High School Diploma -
Garey High School