Lauren Castro
Houston,TX
Summary
Accomplished Service Director at HEB Grocery with 13 years of experience in customer service, with a proven track record in operations management and team leadership. Enhanced team productivity and customer satisfaction through strategic planning and relationship building. Successfully worked as a team to grand open a store, demonstrating exceptional training and mentoring skills. Achieved significant process improvements, optimizing service delivery outcomes.
Overview
13
13
years of professional experience
Work History
Service Director
HEB Grocery Corp. #738 Bissonnet/Rice
Houston, TX
10.2023 - Current
- Led a team of 90 service partners, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Optimized scheduling practices to ensure adequate staffing levels during peak times for seamless customer experience.
Service Manager
HEB Grocery Corp. #630
Houston, TX
05.2022 - 10.2023
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Hired, trained and supervised team of service staff members to meet business goals.
Service Manager
HEB Grocery Corp. #028 Bay Colony
League City, TX
01.2021 - 05.2022
- Increased team productivity with effective communication and collaboration strategies.
- Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
- Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
Service Manager
HEB Grocery Corp. #348 Santa Fe
Santa Fe, TX
02.2020 - 01.2021
- Developed and maintained positive relationships with customers to build rapport and trust.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Monitored service staff performance and provided feedback for improvement.
Service Admin
HEB Grocery Corp. #746 College Station 3
College Station, TX
06.2018 - 09.2019
- Successfully onboarded and trained 570 partners in preparation for grand opening.
- Managed payroll on a weekly basis to ensure partners got paid correctly and promptly.
- Monitored and maintained organized work space, confirming efficient operations.
Bagger/Cashier/Assistant Service Manager
HEB Grocery Corp. # 622, #543, # 619
San Antonio, TX
07.2011 - 06.2018
- Assisted with maintaining clean and organized store appearance.
- Collected and returned all hand baskets and shopping carts to proper place for new customer use.
- Assisted with correcting customer grievances to ensure a satisfactory checkout experience.
Skills
- Team Leadership
- Training and Mentoring
- Operations Management
- Strategic Planning
- Relationship Building
- Payroll and budgeting
- Customer Engagement
Timeline
Service Director
HEB Grocery Corp. #738 Bissonnet/Rice
10.2023 - Current
Service Manager
HEB Grocery Corp. #630
05.2022 - 10.2023
Service Manager
HEB Grocery Corp. #028 Bay Colony
01.2021 - 05.2022
Service Manager
HEB Grocery Corp. #348 Santa Fe
02.2020 - 01.2021
Service Admin
HEB Grocery Corp. #746 College Station 3
06.2018 - 09.2019
Bagger/Cashier/Assistant Service Manager
HEB Grocery Corp. # 622, #543, # 619
07.2011 - 06.2018