Summary

Overview

Work History

Education

Skills

Bilingual

Timeline

EMMA MACIAS

Rancho Cucamonga,CA

Summary

Operations Manager / Customer Support Lead with 8+ years of experience managing day-to-day business operations while delivering high-quality customer service. Proven ability to coordinate logistics, streamline processes, support customers, resolve issues, and keep teams and systems running smoothly. Highly organized, detail-oriented, and adaptable in fast-paced environments. Results-driven management professional with several years of experience in operations, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies.

Overview

years of professional experience

Work History

Operations Manager / Customer Support Lead

Novolink Inc.

12.2020 - 01.2026

Managed daily operations across office, warehouse, and transportation functions
Served as a primary point of contact for customers via phone and email, resolving issues and troubleshooting devices
Coordinated drivers, carriers, pickups, and outbound shipments to ensure on-time delivery
Oversaw dispatch operations, route planning, and logistics using TMS and GPS systems
Developed and maintained quality assurance protocols to improve accuracy and service standards
Streamlined workflows and improved internal processes to increase efficiency
Tracked staffing needs, supported hiring, and trained warehouse employees
Managed inventory, cycle counts, organization, and cleanliness standards
Processed and shipped orders using Fishbowl and TMS systems
Created shipping labels, reports, and documentation using Excel and Word
Maintained constant communication with managers, vendors, and staff to ensure smooth operations
Act as the primary on-site liaison for select operational vendors.
Coordinate project timelines, site access, and communications with vendors and management.
Maintain professional, solution-oriented relationships with all service providers.
Ensure vendors comply with contractual requirements, insurance standards, and community rules.

Bilingual Customer Care Representative

California Regional Multiple Listing Services (CRMLS)

07.2019 - 12.2020

Provided bilingual support via phone, email, and ticketing systems
Assisted members with MLS systems, policies, and procedures
De-escalated upset callers and resolved complaints professionally
Escalated recurring technical issues to appropriate teams
Maintained service-level metrics and accurate case documentation
Scheduled members for training and followed up on commitments.
Provided assistance in spanish to customers as well in English.
Proper ticket documentation and follow up in HelpDesk software for each support call.
Completion and/or follow up on commitments to memebers.
Display time flexibility towards shifts as per call center requirements.
Maintain call center service levels and statistics as set by company policy.
Use questioning and listening skills that support effective telephone communication.
Use the most appropriate way to communicate with different behavior types of the telephone.
Schedule and register memebers for training classes when necessary.
Promote the image of CRMLS as a professional, quality service organization.

Customer Support Representative

Tmax Digital Inc.

02.2016 - 05.2019

Provided phone, email, chat, and in-person customer support
Managed high volumes of incoming calls while maintaining service quality
Created and processed customer orders
Worked in QuickBooks Enterprise Solutions
Handled RMAs and tested defective devices
Maintained detailed records of customer interactions and resolutions.
Respond to inquiries, complaints, and feedback via various channels (phone, email, chat, and social media).
Provide accurate product/service details, access customer databases, and document interactions.
Escalate complex issues to appropriate departments.
Generate sales and manage customer accounts.
Ability to multi-task prioritize, and manage time effectively.

Samsung Experience Consultant

Mosaic Company

04.2013 - 05.2016

Delivered product demos and hands-on customer support.
Achieved sales targets and KPIs
Trained teammates on product knowledge and procedures.
Maintained store appearance and merchandising standards.
Approach customers, demonstrate Samsung devices (phones, tablets, wearables), answer questions, and guide them to purchase.
Train Best Buy employees on Samsung products and sales techniques.
Provide and Managed training classes to customers.
Provide daily reports on sales performance and retail feedback.

Front Desk Coordinator

Pages Dental Center

Glendora, California

06.2012 - 04.2013

Managed front desk operations, calls, and inquiries.
Scheduled appointments and directed visitors.
Maintained organized records and filing systems.
Coordinated office supply orders and maintenance.
Answering, screening, and forwarding phone calls; relaying messages; handling email correspondence.
Booking appointments, managing calendars, and coordinating meetings for staff.
Sorting mail, filing, photocopying, data entry, and maintaining office records.
Followed safety protocols, monitoring access, and managing visitor logs.
Greet patients and provides reception services.
Provides coordination of services to address patients needs related to benefits.
Provides patient information to family members, following established patient confidentiality guidelines.