Hope Garcia
Lead CSR
Tulsa,OK
Summary
Personable Customer Service Representative offering 4 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Lead CSR
Woodland West Pet Resort
Tulsa, OK
09.2019 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
- Recommended products to customers, thoroughly explaining details.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Veterinary Technician Assistant
Heal Veterinary Hospital
Dallas, TX
08.2018 - 08.2019
- Maintained accurate pharmacy records and controlled drug, anesthesia and heartworm test logs.
- Established intravenous drips for ongoing hydration in treatment of canines suffering from parvovirus infections.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Collected patient biopsies and blood samples for laboratory analysis.
- Assisted senior staff with blood analyses and physical assessments.
- Walked pets outside throughout each shift to prevent accidents in group play areas and on bedding.
- Managed adjoining veterinary supply shop that sold medications, animal food and pet equipment.
Kennel Manager
Shangri-Paw LLC
Killeen, TX
07.2017 - 08.2018
- Oversaw care, grooming and medication of pets during temporary kennel stays.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Maintained store equipment, printers and fax machines.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Education
Glenpool High School
Glenpool, OK 08.2010 - 05.2014
Skills
Service recommendations
Account management
Complaint resolution
Sales expertise
Staff education and training
Professional telephone demeanor
Stocking and replenishing
Receiving support
POS systems expert
Medical terminology knowledge
Multi-line phone talent
Timeline
Lead CSR
Woodland West Pet Resort
09.2019 - Current
Veterinary Technician Assistant
Heal Veterinary Hospital
08.2018 - 08.2019
Kennel Manager
Shangri-Paw LLC
07.2017 - 08.2018
Glenpool High School
08.2010 - 05.2014