HEIDI GARCIA SANTIAGO
Houston,TX
Summary
Enterprising leadership that optimizes customer satisfaction and team productivity Well-qualified with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
12
12
years of professional experience
Work History
Dispatcher
Bay Oil Co.
09.2023 - Current
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Directed dispatching, routing, and tracking of 10 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Generated reports to track deliveries and maintain proper records and documentation.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored flow of paperwork and directed information to appropriate departments.
- Scheduled and organized delivery routes.
- Tracked and monitored vehicle performance and maintenance.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Received new orders, prepared documentation, and assigned personnel.
- Monitored and tracked dispatch communication systems.
- Communicated with customers to provide delivery updates and resolution.
- Directed dispatching, routing, and tracking of 10 fleet vehicles.
Manager
CVS PHARMACY
01.2021 - 05.2024
- Oversee customer service performance to ensure repeat business and elevated levels of customer satisfaction
- Motivate team members to meet store goals and objectives
- Hire, train, coach and manage team of 15+ associates
- Design long-term business strategies to attract new customers, expand store traffic and optimize profitability
- Respond to escalated customer complaints and employee conflicts
- Ensure store compliance with federal and state regulations
- Prepare detailed reports on buying trends, customer feedback and profit margins
- Orchestrate store administrative duties, including managing store budgets and updating financial records
- Monitor inventory levels and order new merchandise to meet sales trends and product demands
- Lead key projects and initiatives in collaboration with district leadership
- Cross-trained existing employees to maximize team agility and performance.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Inspector
INTERTEK TESTING SERVICES
01.2019 - 01.2021
- Inspected, tested and measured materials, products, installations for conformance to required specifications
- Selected samples for testing or use as models
- Cleaned, maintained, repaired and calibrated measuring instruments and test equipment
- Monitored product quality at all stages of production process.
Team Lead/Supervisor
CVS PHARMACY
01.2016 - 01.2019
- Delegated tasks to team members to meet productivity objectives
- Managed, hired and coached a team of 15+ associates
- Monitored inventory levels and communicated inventory needs to leadership
- Balanced cash registers while following all company policies/procedures and best practices
- Built long-term relationships with customers to drive repeat business
- Served as point of contact for customer escalations and complaints
Inbound Call Center
MARRIOTT INTERNATIONAL
01.2016 - 01.2017
- Managed a large volume of inbound calls while meeting call time goals
- Identified customers' needs, clarified information and researched issues to provide solutions
- Seized opportunities to upsell products when possible
- Kept records of all customer calls in a database
- Met and exceeded personal call targets
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
Associate Protection Specialist
WALMART
01.2013 - 01.2016
- Maintained safety of store by ensuring compliance with all safety standards, procedures and guidelines
- Observed and communicated suspicious activity
- Assisted with police investigations by maintaining thorough documentation
- Executed emergency response procedures as needed
- Monitored and analyzed customer behavior to identify and respond to potential theft and fraud incidents.
- Wrote reports outlining activities and results.
- Developed and implemented procedures to reduce risk of shoplifting and other loss prevention related issues.
- Collaborated with store management to develop targeted action plans addressing high-risk areas and items.
Education
Cosmetology -
EMMA BEAUTY ACADEMY
Puerto Rico08.1999
High School Diploma -
ELVIRA M. COLON HIGH SCHOOL
Puerto Rico05.1998
Skills
- Team Leader
- Customer Service
- Employee Development & Training
- Strategic Planning
- Regulatory Compliance
- Inventory Management
- Project Management
- Profit/Loss
- Reporting
- Conflict Resolution
- Process Improvement
- Data Entry
- Routing orders
Languages
Spanish
Native or Bilingual
Timeline
Dispatcher
Bay Oil Co.
09.2023 - Current
Manager
CVS PHARMACY
01.2021 - 05.2024
Inspector
INTERTEK TESTING SERVICES
01.2019 - 01.2021
Team Lead/Supervisor
CVS PHARMACY
01.2016 - 01.2019
Inbound Call Center
MARRIOTT INTERNATIONAL
01.2016 - 01.2017
Associate Protection Specialist
WALMART
01.2013 - 01.2016
Cosmetology -
EMMA BEAUTY ACADEMY
High School Diploma -
ELVIRA M. COLON HIGH SCHOOL
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