Emma Garcia
Pomona
Summary
Bilingual customer service and operations professional with 8+ years of experience in veterinary reception, retail management, and team leadership. Skilled in conflict resolution, SOP development, and training in fast-paced environments. Proven track record of improving client satisfaction and streamlining front-end operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
CSR Coordinator
Covina Animal Hospital
10.2023 - Current
- Collaborated with Front Lead to update and improve front-end SOPs
- Trained new hires and supported ongoing team development
- Enhanced client experience through service innovation
- Led conflict resolution initiatives to ensure client satisfaction
- Maintained cleanliness and order in the reception area
- Assisted front end lead to implement new veterinary software: Digitail
Customer Service Representative
Covina Animal Hospital
05.2022 - 10.2023
- Managed medication prep and prescription handling per doctor’s instructions
- Utilized platforms including Chewy, Covetrus, 1800PetMeds
- Handled payments, refunds, and multi-line phone systems
- Fear Free Certified
- Knowledge of using multi-line phone systems
Customer Service Representative
Covina Animal Hospital
05.2022 - 10.2023
- Managed medication prep and prescription handling per doctor’s instructions
- Utilized platforms including Chewy, Covetrus, 1800PetMeds
- Handled payments, refunds, and multi-line phone systems
- Fear Free Certified
- Knowledge of using multi-line phone systems
Veterinary Receptionist
Chino Hills Animal Hospital and Pet Resort
11.2021 - 05.2022
- Managed Avimark software and coordinated medical records requests
- Processed in-person and phone payments
- Provided front desk support and client communication
Veterinary Receptionist
Chino Hills Animal Hospital and Pet Resort
11.2021 - 05.2022
- Managed Avimark software and coordinated medical records requests
- Processed in-person and phone payments
- Provided front desk support and client communication
Head Cashier
Lowe’s
09.2020 - 10.2021
- Led front-end operations and collaborated with management
- Performed daily bookkeeping and prepared secure cash deposits
- Optimized order fulfillment and special order processes
- Trained staff on new POS systems and procedures
- Analyzed service reports, monitored performance metrics, and resolved customer issues
- Supported implementation of new technologies and curbside pickup services
Head Cashier
Lowe’s
09.2020 - 10.2021
- Led front-end operations and collaborated with management
- Performed daily bookkeeping and prepared secure cash deposits
- Optimized order fulfillment and special order processes
- Trained staff on new POS systems and procedures
- Analyzed service reports, monitored performance metrics, and resolved customer issues
- Supported implementation of new technologies and curbside pickup services
Head Cashier
Home Depot
09.2018 - 06.2020
- Maintained store performance reports and managed returns/orders
- Resolved customer concerns and supported curbside implementation
- Facilitated onboarding of new technologies
- Provided customer support across pro-accounts and special order systems
Head Cashier
Home Depot
09.2018 - 06.2020
- Maintained store performance reports and managed returns/orders
- Resolved customer concerns and supported curbside implementation
- Facilitated onboarding of new technologies
- Provided customer support across pro-accounts and special order systems
Front End Supervisor / Key Carrier
DD’s DISCOUNTS
11.2015 - 05.2019
- Acted as Manager on Duty (MOD) during absences
- Managed payroll and cash office operations
- Oversaw merchandising and back-end logistics
- Ensured cashier goals and performance standards were met
- Coordinated receiving and floor distribution of new inventory
Front End Supervisor / Key Carrier
DD’s DISCOUNTS
11.2015 - 05.2019
- Acted as Manager on Duty (MOD) during absences
- Managed payroll and cash office operations
- Oversaw merchandising and back-end logistics
- Ensured cashier goals and performance standards were met
- Coordinated receiving and floor distribution of new inventory
Education
Coursework in Animal Sciences -
Mt. San Antonio College
06.2016
High School Diploma - undefined
Garey High School
Pomona, CA01.2014
Skills
- Complaint Resolution
- Inbound/Outbound Calls
- Scheduling
- Typing & Data Entry
- SOP Training
- Cash Handling
- Daily Deposits
- Bookkeeping
- Payroll
- Store Management
- Animal Care
- Prescription Handling
- Veterinary Reception
- Fear Free Certified
- Veterinary Software: Impromed/Infinity, Avimark
Certification
Fear Free Certified
Languages
Spanish
Professional Assessments
- Customer Service Assessment, Proficient, 2021-03-01
- Work Motivation Assessment, Proficient, 2021-04-01
Personal Information
Title: Bilingual Customer Service & Operations Professional
Timeline
CSR Coordinator
Covina Animal Hospital
10.2023 - Current
Customer Service Representative
Covina Animal Hospital
05.2022 - 10.2023
Customer Service Representative
Covina Animal Hospital
05.2022 - 10.2023
Veterinary Receptionist
Chino Hills Animal Hospital and Pet Resort
11.2021 - 05.2022
Veterinary Receptionist
Chino Hills Animal Hospital and Pet Resort
11.2021 - 05.2022
Head Cashier
Lowe’s
09.2020 - 10.2021
Head Cashier
Lowe’s
09.2020 - 10.2021
Head Cashier
Home Depot
09.2018 - 06.2020
Head Cashier
Home Depot
09.2018 - 06.2020
Front End Supervisor / Key Carrier
DD’s DISCOUNTS
11.2015 - 05.2019
Front End Supervisor / Key Carrier
DD’s DISCOUNTS
11.2015 - 05.2019
High School Diploma - undefined
Garey High School
Coursework in Animal Sciences -
Mt. San Antonio College
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