Summary
Overview
Work History
Education
Skills
Timeline
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Heather Garcia

St. Petersburg

Summary

Experienced with overseeing front-end operations, ensuring high standards and customer satisfaction. Utilizes strong leadership and problem-solving skills to manage daily tasks and challenges effectively. Track record of enhancing team performance and maintaining operational efficiency.

Professional management expert with solid history in front-end operations. Known for improving customer interactions and operational efficiency. Team-focused and results-driven, adaptable to evolving needs, ensuring seamless store operations. Skilled in team leadership and customer service excellence.

Overview

12
12
years of professional experience

Work History

Customer Advocate

Safelite Auto Glass
03.2023 - Current
  • Assisted customers with inquiries and concerns, ensuring timely resolution of issues.
  • Provided product information to enhance customer understanding and satisfaction.
  • Collaborated with team members to streamline communication processes for improved service delivery.
  • Maintained accurate records of customer interactions for future reference and analysis.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.

Assistant Front End Manager

Walmart/Sams Club
10.2013 - 10.2022
  • Coordinated daily operations to enhance customer service and streamline front-end processes.
  • Trained and mentored new staff on company policies and customer interaction standards.
  • Implemented inventory management strategies to ensure product availability and reduce waste.
  • Analyzed customer feedback to identify areas for improvement in service delivery.
  • Developed scheduling systems that optimized staffing levels during peak hours.
  • Monitored cash handling procedures to maintain accuracy and compliance with financial policies.
  • Assisted in resolving customer complaints, ensuring satisfaction through effective communication techniques.
  • Streamlined checkout processes for faster service and reduced wait times, enhancing the overall shopping experience.
  • Enhanced loss prevention measures through diligent monitoring of front-end activity and promoting employee awareness about potential risks.
  • Assisted in training initiatives aimed at improving cashier efficiency and reducing errors in transactions.
  • Supported inventory management processes by assisting with product ordering, tracking stock levels, and coordinating merchandise displays.
  • Assisted with financial reporting tasks such as reconciling cash drawers, preparing bank deposits, and generating daily sales reports for upper management review.
  • Promoted a clean and organized store appearance by overseeing restocking efforts, directing cart retrieval, and supervising cleaning schedules.
  • Strengthened relationships between front-end staff and other store departments by facilitating open communication channels and encouraging cross-functional collaboration.
  • Evaluated employee performance regularly through observation of work habits and providing constructive feedback aimed at continuous improvement.
  • Contributed to achieving sales goals by actively promoting special offers, loyalty programs, and other incentives designed to drive revenue growth.
  • Managed time effectively by prioritizing tasks appropriately based on urgency or importance while remaining adaptable to changing circumstances in a fast-paced retail environment.
  • Maintained open communication lines with staff members, fostering a supportive work environment that encouraged teamwork and skill development.
  • Participated in regular management meetings to stay informed about company updates, policy changes, and opportunities for professional development.
  • Mentored new employees on company policies, cash handling procedures, and customer service best practices to ensure consistent performance across the team.
  • Implemented effective scheduling techniques, balancing employee availability with store needs to maintain optimal staffing levels during peak hours.
  • Fostered a culture of exceptional customer service by leading by example, demonstrating positive attitudes, and maintaining high-performance standards across the front-end team.
  • Coordinated breaks and lunches while ensuring adequate coverage at registers to maintain efficient operations throughout the day.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Education

High School Diploma -

Cedar Springs
Cedar Springs, MI
05-1991

Skills

  • Upselling strategies
  • Customer services
  • Data entry skills
  • Data entry
  • Conflict resolution
  • Complaint handling
  • Customer research
  • Service-oriented mindset
  • Inventory control
  • Inbound call management
  • Assertiveness
  • Team dispatching

Timeline

Customer Advocate

Safelite Auto Glass
03.2023 - Current

Assistant Front End Manager

Walmart/Sams Club
10.2013 - 10.2022

High School Diploma -

Cedar Springs

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Heather Garcia