Emily Fregoso
Covina
Summary
Dynamic individual with extensive hands-on experience in production and development. Demonstrates a talent for effectively navigating challenges. Brings strong problem-solving skills and a proactive approach to new tasks. Recognized for adaptability and a results-oriented mindset, committed to making meaningful contributions and advancing organizational goals. Possesses a solid background in customer interactions and service solutions, excelling in conflict resolution, communication, and problem-solving to ensure utmost customer satisfaction and loyalty. Highly effective as a team collaborator, readily adapting to changing needs while consistently maintaining focus on achieving results through efficient and empathetic service.
Overview
14
14
years of professional experience
Work History
Production Department
Broadway Alliance
10.2022 - Current
- Oversee overall success and operational efficiency of department
- Properly account for all product coming in and out
- Data entry used to keep track of employees attendance, and daily goals
- Conduct quality assurance tasks
- Work in collaboration with other departments to ensure efficiency
- Over saw 15-20 employees per shift
- Properly trained all employees on expectations, regulations, and any workplace violations
- Some Metrc Knowledge
- Developed and presented strategies to improve upon pre existing operation procedures
- Assist in any department needed
Dispatcher/Customer Service Rep
Hightimes
05.2021 - 09.2022
- Answers incoming customer calls over the phone and/or via email and social media & online chats regarding billing issues, product problems, service questions and general client concerns
- Navigate multiple software applications and tools in order to process resolutions for customers
- Process orders by reviewing data for deficiencies, resolving discrepancies by using standard procedures or reviewing documents for resolution
- Respond promptly to all customer inquiries through phone, chat and/or email
- Provide support to delivery drivers on the road and the fulfillment team
- Create efficient routes for drivers
- Experience with DTC (direct to consumer) handling
- Experience in working Directly with Ginger Commerce
- Assisted in creating SOP's for the team
- Multi-tasking between Different platforms (Blaze, Onfleet, Excel, Word, Google Sheets)
- Identify & communicate items unable to fulfill due to inventory discrepancies
- Attend monthly meetings to review all aspects of business flow and improvement
Manager
BUDDIES Delivery/Storefront
02.2017 - 05.2021
- Compliance in inventory management, cash management, reporting, and regulatory protocols
- Reporting any facility issues and taking the necessary steps to fix
- Manage driver routes to ensure safety and optimize drivers routes
- Follow protocol with amount driver carries
- Communicate effectively any delivery issues to customers & quick problem solving
- Work with associates to keep efficiency, accuracy and timeliness of orders to be prepared and packaged
- Keep track of inventory loss & gain
- Oversaw product invention and storage across retail and delivery departments
- Ensure all shift coverage was met
- Provided coaching to staff in all areas: Sales, goal setting and performance improving
- Perform store opening and closing procedures
- Manage all cash
- Knowledge of Blaze platform, Excel, Word, Google Sheets
Assistant Manager
Westpoint
10.2015 - 02.2017
- Ensuring the effective financial control of the Dispensary
- Answering health and drug related queries from patients
- Managing the Dispensary team
- Maintaining adequate stocks, and ordering more products to ensure timely stock rotation
- Willing to undertake alternative duties as reasonably directed by higher management
- Company Policies Implementation
- Perform store open and close tasks
- Manage dispensary staff scheduling and customer liaison
- Create and maintain professional relationships with vendors and suppliers
- Maintain accurate records of store accounts, sales, and deliveries
Customer Service Specialist - E-commerce
2Shopper INC
11.2011 - 03.2015
- Recommended improvements to products and services to mitigate complaints
- Supported operational improvements and resolution of problems to deliver top-notch customer service
- Relayed productive customer feedback to marketing teams
- Resolved inquiries to consistently meet performance benchmarks, including speed, accuracy and volume
- Documented conversations with customers to track requests, problems and solutions
- Confirmed delivery of orders, troubleshooting missed delivery dates, shortages and overages
- Displayed strong telephone etiquette, effectively handling difficult calls
- Answered customer questions and addressed concerns, resulting in reduction in complaint calls
- Daily interaction with Vendors
- Onboarded new products into various marketplaces
- (Ebay, amazon, etc)
- Data entry of product measurements, descriptions, features, and keywords
- Communicated with manufacturers for product information
Cashier/Front End Service
Sears
10.2011 - 11.2012
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Maintain clean and orderly checkout areas
- Drive sales by providing inspiring environment that motivates customers to add to their basket
- Promoted loyalty program and education on it
- Stocked and organized inventory
Education
No Degree - Psychology
Citrus College
Glendora, CAHuman Resources Development
HRIC
07-2025
Medical Assistant Certification -
Northwest College
10.2013
High School Diploma -
Arroyo High School
El Monte, CA01.2011
Skills
- Teamwork and collaboration
- Problem-solving & Time management
- Attention to detail
- Flexible and adaptable
- Organizational skills & Excellent communication
- Customer service & Customer relations
- Excellent written and oral communication
- Complaint handling & Customer retention
- De-escalation techniques
- Regulatory compliance
- Data entry & Clerical support
- Live chat support
- Data collection
- Order fulfillment
- Scheduling & Spreadsheets
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Production Department
Broadway Alliance
10.2022 - Current
Dispatcher/Customer Service Rep
Hightimes
05.2021 - 09.2022
Manager
BUDDIES Delivery/Storefront
02.2017 - 05.2021
Assistant Manager
Westpoint
10.2015 - 02.2017
Customer Service Specialist - E-commerce
2Shopper INC
11.2011 - 03.2015
Cashier/Front End Service
Sears
10.2011 - 11.2012
Medical Assistant Certification -
Northwest College
No Degree - Psychology
Citrus College
Human Resources Development
HRIC
High School Diploma -
Arroyo High School
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