Estephan Garcia-McMahon
Houston,TX
Summary
Proven leader with extensive experience in customer service and human resources, notably at HEB Grocery Store. Excelled in enhancing customer satisfaction and streamlining HR processes, showcasing skills in customer engagement and conflict resolution. Achieved significant improvements in team productivity and service delivery through effective mentoring and management.
Overview
16
16
years of professional experience
Work History
Security Field Supervisor
Eagle Eye Protection Service
02.2021 - 03.2022
- Mentored junior staff members, fostering professional growth and development within the team.
- Established strong relationships with clients, maintaining open communication channels to address concerns promptly.
- Maintained high levels of situational awareness during large-scale events, coordinating resources effectively to ensure public safety.
- Managed a team of security officers, ensuring adherence to company policies and procedures.
- Elevated client satisfaction levels by consistently meeting or exceeding service expectations through diligent oversight of assigned sites.
Service Administrator
HEB Grocery Store
04.2017 - 03.2022
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Facilitated clear communication between clients and technical teams through concise documentation and effective followups.
- Trained new employees on company procedures and software systems, contributing to their rapid integration into the team.
- Coordinated with multiple departments to ensure timely delivery of services, improving overall effectiveness.
Assistant Customer Service Manager
HEB Grocery Store
11.2012 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Human Resources Generalist
Grey Security Services & Investigations
03.2022 - 11.2023
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
Customer Service Manager
Kroger
05.2009 - 11.2012
Education
High School Diploma -
Waltrip High School
Houston, TXSkills
- Sales proficiency
- Cash handling
- Customer engagement
- Customer relations
Timeline
Human Resources Generalist
Grey Security Services & Investigations
03.2022 - 11.2023
Security Field Supervisor
Eagle Eye Protection Service
02.2021 - 03.2022
Service Administrator
HEB Grocery Store
04.2017 - 03.2022
Assistant Customer Service Manager
HEB Grocery Store
11.2012 - Current
Customer Service Manager
Kroger
05.2009 - 11.2012
High School Diploma -
Waltrip High School
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