Ruby Gutierrez

Responsibilities

• Direct and oversee all front-end operations in a high-volume retail environment, ensuring exceptional customer service while maintaining compliance with company policies and operational standards.
• Supervise, coach, and develop Service Leads, Cashiers, Customer Service Assistants (CSAs), Self-Checkout partners, Parking Lot Attendants (PLAs), Bookkeepers, and Business Center partners.
• Prepare weekly labor schedules using Workforce Manager (WFM), balancing business needs, payroll budgets, partner availability, and anticipated sales volume.
• Analyze labor reports, staffing forecasts, and productivity metrics to make real-time staffing adjustments while maintaining customer service standards.
• Monitor front-end performance metrics, including customer wait time, hospitality, self-checkout utilization, IPMs, Green Zone performance, and customer satisfaction scores.
• Conduct daily observations and provide documented coaching to partners regarding performance, customer service, attendance, safety procedures, and company policies.
• Investigate customer complaints, gather facts from all parties involved, document findings, and communicate outcomes to store leadership while maintaining professionalism and confidentiality.
• Resolve escalated customer concerns using sound judgment, conflict-resolution techniques, and effective communication.
• Maintain accountability for cash office operations, tills, refunds, cash handling procedures, and financial controls to ensure accuracy and compliance.
• Ensure compliance with Standard Operating Procedures (SOPs), company policies, food safety standards, OSHA requirements, and loss prevention initiatives.
• Coordinate daily staffing assignments, breaks, lunches, and operational priorities to maximize efficiency and customer service.
• Partner with store leadership to execute operational plans, seasonal events, merchandising initiatives, and company programs.
• Monitor front-end safety, ensuring partners follow proper lifting techniques, cart retrieval procedures, emergency response protocols, and workplace safety standards.
• Complete written documentation for customer incidents, partner coaching, operational concerns, and corrective actions when appropriate.
• Maintain confidentiality regarding personnel matters, investigations, payroll information, and sensitive business operations.
• Train and mentor new leaders while developing future management talent.
• Collaborate with multiple departments, including Grocery, Drug/GM, Produce, Pharmacy, Curbside, Market, Receiving, and Asset Protection, to support overall store operations.
• Promote an inclusive workplace by serving as a Diversity Champion and helping organize partner engagement and diversity initiatives.
• Lead by example while demonstrating integrity, professionalism, accountability, and respect in all interactions with customers, partners, and leadership.
• Served as the department owner for World’s Greatest Operator (WGO) initiatives, ensuring front-end operational excellence through organization, process improvement, compliance, and continuous evaluation of department standards.
• Conducted operational audits to identify opportunities for improvement and implemented corrective action plans to ensure compliance with company standards.
• Developed standardized procedures and organizational systems to improve workflow efficiency, accountability, and consistency across the department.
• Collaborated with store leadership to prepare for operational reviews, maintain department readiness, and ensure successful execution of company initiatives.
• Monitored completion of daily operational tasks, verified compliance with front-end standards, and followed up with partners to maintain accountability.
• Assisted in implementing process improvements that increased efficiency, improved organization, and enhanced the overall customer experience.

Major Accomplishments

• Successfully graduated from H-E-B’s School of Retail Management (SORM) after completing an intensive leadership development program focused on operations, financial accountability, labor management, leadership, compliance, and customer service.
• Promoted to Service Assistant Department Manager based on leadership performance, operational knowledge, and ability to develop others.
• Selected as a Diversity Champion, representing store leadership by promoting inclusion, partner engagement, and community involvement through store-sponsored initiatives.
• Developed partners through coaching, mentoring, and performance feedback, helping improve operational execution and customer service.
• Built strong working relationships across multiple departments to improve communication, teamwork, and operational efficiency.
• Maintained high standards of operational compliance by ensuring adherence to company policies, safety procedures, and financial accountability.
• Trusted by store leadership to handle sensitive situations involving customer concerns, personnel matters, operational investigations, and confidential information.
• Selected to lead and oversee the World’s Greatest Operator (WGO) initiative for the Service Department, demonstrating strong organizational skills, operational leadership, and attention to detail.
• Helped lead the implementation of a cross-training initiative that expanded partner skills across multiple departments, improving operational flexibility, staffing efficiency, and customer service during periods of increased business demand.

Responsibilities

● Served as the acting front-end leader, overseeing daily operations during assigned shifts.

● Directed and supported cashiers, Customer Service Assistants (CSAs), parking lot attendants (PLAs), and Self-Checkout partners to ensure efficient store operations.

● Coordinated partner breaks, lunches, and work assignments while maintaining adequate front-end coverage.

● Monitored customer wait times and adjusted staffing to improve service levels and operational efficiency.

● Responded to customer complaints and difficult situations, resolving issues professionally while enforcing company policies.

● Authorized overrides, returns, refunds, price corrections, and other front-end transactions in accordance with company procedures.

● Coached and developed partners through real-time feedback, performance discussions, and operational training.

● Ensured compliance with safety procedures, cash handling policies, and Standard Operating Procedures (SOPs).

● Worked closely with store leadership to execute daily operational goals and maintain a safe shopping environment.

● Assisted with incident documentation, customer concerns, and communication with leadership regarding operational issues.

● Supported inventory protection and loss prevention efforts by identifying policy violations and reporting concerns appropriately.

● Assisted with training newly hired partners and mentoring future service leaders.

● Maintained professionalism while making time-sensitive decisions in a fast-paced, high-volume retail environment.

Key Achievements

● Successfully supervised front-end operations while maintaining high standards for customer service, safety, and operational compliance.

● Helped develop and coach partners, contributing to improved performance and accountability.

● Built strong working relationships across multiple departments to improve communication and teamwork.

● Demonstrated the ability to remain calm and make sound decisions during high-volume periods and challenging customer interactions.

● Selected to participate in H-E-B’s School of Retail Management (SORM) because of leadership potential and operational performance.

● Contributed to meeting key store performance metrics involving customer satisfaction, operational execution, and front-end productivity.

Curbie

November 2023 – October 2024

Responsibilities

• Delivered customer orders while verifying accuracy and maintaining food safety and quality standards.
• Provided professional customer service by assisting customers during curbside pickup and resolving concerns in a courteous and timely manner.
• Worked efficiently in a fast-paced environment while maintaining productivity, teamwork, and attention to detail.

Achievement

• Selected for H-E-B’s Partner Development Series (PDS) based on strong work ethic, reliability, and leadership potential. Successfully completed the leadership development program, preparing for advancement into future leadership roles.

Personal Shopper

October 2024 – November 2024

Responsibilities

• Accurately selected and fulfilled customer orders while maintaining productivity and quality standards.
• Inspected products for freshness and quality to ensure customer satisfaction.
• Managed multiple priorities while meeting strict order deadlines in a high-volume environment.
• Collaborated with multiple departments to ensure order accuracy and efficient operations.
• Maintained food safety, attention to detail, and exceptional customer service throughout the shopping process.

Achievement

• Demonstrated strong performance and leadership potential, leading to promotion into a Service Lead position.

esponsibilities

• Assisted physicians and physician assistants in providing comprehensive pediatric patient care in a fast-paced clinical environment.
• Obtained and documented patient medical histories, vital signs, chief complaints, and other pertinent clinical information prior to examinations.
• Prepared examination rooms, assisted during medical procedures, and ensured proper infection control and patient safety protocols were followed.
• Accurately completed and finalized physician and physician assistant medical documentation within the Electronic Medical Record (EMR) system.
• Assigned and entered ICD-10 diagnosis codes to ensure accurate medical documentation and facilitate insurance billing and reimbursement.
• Processed prescription requests electronically and transmitted prescriptions to pharmacies as directed by the provider.
• Maintained strict patient confidentiality while complying with HIPAA privacy and security regulations.
• Communicated professionally with patients, parents, pharmacies, insurance companies, and healthcare providers regarding appointments, prescriptions, referrals, and medical information.
• Maintained accurate patient records while ensuring attention to detail and compliance with office policies and medical regulations.
• Assisted with administrative and clinical duties to support efficient daily office operations.

Key Achievements

• Earned the trust of physicians and physician assistants to complete detailed medical documentation accurately and efficiently.
• Demonstrated exceptional attention to detail while preparing medical records and assigning ICD-10 diagnostic codes for insurance processing.
• Maintained a high level of professionalism and confidentiality while handling protected health information.
• Contributed to efficient patient care by ensuring timely completion of medical records and prescription processing.
• Developed strong organizational, communication, and multitasking skills while working in a fast-paced pediatric practice.

Responsibilities

• Assisted licensed pharmacists in preparing and dispensing prescription medications while ensuring accuracy and compliance with state and federal pharmacy regulations.
• Processed new prescriptions and refill requests while maintaining strict attention to detail and accuracy.
• Entered prescription information into the pharmacy management system and maintained complete and accurate patient medication records.
• Calculated medication quantities, prepared prescription labels, packaged medications, and assisted with prescription verification under pharmacist supervision.
• Processed insurance claims, resolved prescription billing issues, and communicated with insurance providers regarding medication coverage and prior authorizations.
• Assisted patients by answering questions regarding prescription status, medication availability, and pharmacy services while referring clinical questions to the pharmacist.
• Maintained medication inventory by receiving shipments, stocking medications, rotating inventory, identifying expired products, and ensuring compliance with pharmacy standards.
• Assisted in handling controlled substances in accordance with pharmacy policies and applicable federal and state regulations.
• Processed electronic and telephone prescriptions received from physicians’ offices.
• Maintained strict compliance with HIPAA regulations while protecting confidential patient information.
• Worked collaboratively with pharmacists, physicians’ offices, insurance companies, and patients to ensure timely and accurate prescription fulfillment.
• Maintained a clean, organized, and secure pharmacy environment while following all safety and quality assurance procedures.

Key Achievements

• Demonstrated exceptional attention to detail and accuracy while preparing prescriptions and maintaining patient records.
• Earned the trust of pharmacists through professionalism, reliability, and adherence to strict pharmacy regulations.
• Successfully managed multiple priorities in a fast-paced healthcare environment while maintaining confidentiality and accuracy.

• Developed strong knowledge of medical terminology, insurance billing procedures, prescription processing, and federal pharmacy regulations.