Madilyn Cota
Rancho Cucamonga
Summary
Currently pursuing certification as a Certified EKG Technician (CET) with the NHA exam scheduled for May 22, 2025. Proven ability to thrive in high-pressure environments, with strong skills in customer support, de-escalation, and technical troubleshooting through current role as a tech support agent. Known for positive demeanor, excellent interpersonal skills, and a strong work ethic. Highly adaptable, self-motivated, and eager to bring compassionate care and exceptional service into a healthcare setting. Brings enthusiastic and empathetic professional attitude from nearly ten years of customer service experience and two years within dog grooming.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Starry, Inc.
08.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Provide remote technical support to customers, handling approximately 30 inbound support calls daily.
- Guide customers through troubleshooting procedures to restore internet connectivity and optimize home network setups.
- Schedule technician appointments for on-site service when remote solutions are not feasible.
- Respond to customer inquiries via email, offering assistance with billing concerns, account management, and general technical support.
- Maintain accurate case documentation and ensure high levels of customer satisfaction in a fast-paced environment.
Professional Dog Groomer
The Pet Patrol Dog Hotel
11.2021 - 08.2022
- Provided full-service grooming including bathing, drying, coat trimming, and nail clipping for a variety of dog breeds.
- Consulted with pet owners to determine preferred grooming styles, coat cuts, and shampoo selections tailored to each pet’s needs.
- Ensured a calm and safe environment for pets during grooming sessions, demonstrating patience and care.
- Maintained cleanliness and organization of grooming tools and workstations in compliance with hygiene standards.
- Reset procedure rooms between appointments and disinfected equipment.
- Proved successful working within tight deadlines and a fast-paced environment.
Ecommerce Personal Shopper/ Floral Assistant Manager
Ralphs
03.2016 - 12.2021
- Served as the Florist assistant manager, responsible for ordering inventory, ensuring freshness of all floral products, and creating custom arrangements to meet customer specifications.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Oversaw floral ordering and ensured optimal stock levels of fresh flowers, greenery, and supplies based on seasonal trends and customer demand.
- Delivered excellent customer service in both in-store and e-commerce settings, maintaining a high level of satisfaction.
- Handpicked online grocery orders with a focus on selecting the freshest produce and highest-quality items.
- Managed curbside pickup, including ringing up customer orders, reviewing purchases, and delivering groceries directly to vehicles.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Provided phone-based support for technical issues and order-related inquiries, resolving concerns promptly and professionally.
Grooming Apprentice
Ambers' Academy of Pet Styling
10.2021 - 11.2021
- Learned breed-specific grooming techniques including coat trimming, nail clipping, and ear cleaning under supervision.
- Handled pets with care and patience, ensuring their comfort and safety throughout the grooming process.
Education
Electrocardiogram (EKG) Technician -
HealthStaff Training Institute
Ontario, CA03.2025
Grooming Academy - Pet Grooming
Ambers' Academy of Pet Styling
Corona, CA10.2021
No Degree - Fine Arts
Citrus College
Glendora, CAHigh school diploma - undefined
Rancho Cucamonga High School
Rancho Cucamonga, CA05.2014
Skills
- Patient EKG monitoring
- Knowledge of medical terminology
- Customer service
- E-Commerce
- Professional floral artistry
- Retail transactions
- Effective sales techniques in retail
- Clear written communication
- Proficient in Salesforce
- Zendesk proficiency
- Strong technical computer skills
- Technical troubleshooting
- Pet care management
- Dog handling
- Compassionate pet handling
- Professional pet grooming services
- Grooming best practices
- Safety procedures
Certification
- Dog Groomer Certification, 10/01/21, Present
- EKG Certification, 05/2025, Currently completing certification requirements; scheduled to sit for the CET exam on May 22, 2025.
Timeline
Technical Support Representative
Starry, Inc.
08.2022 - Current
Professional Dog Groomer
The Pet Patrol Dog Hotel
11.2021 - 08.2022
Grooming Apprentice
Ambers' Academy of Pet Styling
10.2021 - 11.2021
Ecommerce Personal Shopper/ Floral Assistant Manager
Ralphs
03.2016 - 12.2021
Grooming Academy - Pet Grooming
Ambers' Academy of Pet Styling
High school diploma - undefined
Rancho Cucamonga High School
Electrocardiogram (EKG) Technician -
HealthStaff Training Institute
No Degree - Fine Arts
Citrus College
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