Mary Gonzalez

• Supervise daily operations of a busy veterinary practice, ensuring efficient workflow, patient care, and client satisfaction.
• Manage a team of veterinary technicians, receptionists, and support staff, providing leadership, training, and performance evaluations.
• Conducted regular performance evaluations for staff members, offering constructive feedback and identifying areas for professional growth.
• Trained staff in customer service techniques, resulting in increased client satisfaction and retention rates. Ensured smooth client communication through effective appointment scheduling, follow-ups, and managing patient records.
• Coordinated staff schedules to ensure adequate coverage during peak hours while minimizing overtime expenses.
• Fostered a positive workplace environment by resolving conflicts professionally among team members as well as addressing concerns promptly.
• Established partnerships with local animal shelters, providing discounted services and fostering community engagement.
• Develop and implement office procedures, ensuring compliance with industry regulations and best practices.
• Oversee inventory management and procurement of medical supplies, reducing costs while maintaining high service quality.
• Order medical supplies and equipment via VetCove and other suppliers, ensuring the clinic maintains an adequate inventory to meet the demands of daily operations.
• Championed transition to VetCove online pharmacy to provide a better customer experience and overall ordering efficiency, while increasing clinic revenue through lower costs.
• Handle financial management, including budgeting, payroll processing, billing, and reporting, increasing profitability.
• Collaborates with veterinarians and staff to maintain high standards of patient care and continuous process improvement.
• Facilitates staff meetings and develops training programs to ensure professional development and high morale.
• Manage marketing and promotional strategies, leading to an increase in new client accounts.

• Managed all operations in the store on a daily basis, including salon and pet training operations. This included around 35 associates, with 5 being part of the leadership team.
• Set example for customer service by expertly handling challenging situations and modeling positive behaviors to team members.
• Coached staff to leverage upselling and cross-selling opportunities, driving consistent sales by cultivating competitive and results-driven culture.
• Built loyal customer base by consistently delivering quality products, top-notch service and efficient check-out procedures.
• Planned optimal workflow through successful scheduling and task delegation.
• Maintained attractive, clean and fully stocked store environments to maintain appeal for every customer.
• Brought underperforming store to an over-performing store within the first year, becoming one of the top stores in the district.
• Tracked performance and communicated global insights with corporate leaders, sharing successes and strategies to proactively tackle any deficiencies.
• Controlled costs consistently to effectively eliminate waste and increase profits.
• Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
• Elevated team performance with motivational approach and excellent training abilities, bringing retention to an all-time high within the store.
• Worked closely with district managers and corporate leaders on strategic planning initiatives and implemented action plans.

● Oversaw 30-35 associates as well as 3 managers, focusing on coaching and training to drive key metrics; helped open a brand new store

● Recruited, interviewed and hired individuals who add value to the team

● Managed the scheduling for store shifts so that there is proper staffing at all times according to payroll management

● Supported the store manager in leading and inspiring associates, creating an outstanding experience for customers

● Responded to customer concerns and issues with friendly and knowledgeable service

● Led day-to-day operations such as cash transactions, merchandise presentation, customer service, and meeting sales goals; develops strategies to hit key sales metrics

● Ensured the safety of all live animals within the store as well as educating customers about animal specific care

• Coached, supported, and recognized team members by providing performance feedback
• Managed daily operations effectively, assigning tasks efficiently to maintain smooth workflow.
• Oversaw effective scheduling practices to maintain adequate staffing levels during peak hours while avoiding excess labor costs during slower periods.
• Placed, received, and verified weekly orders; conducted inventory; streamlined inventory management processes for optimal product availability and reduced waste.
• Ensured each and every product delivered to guests adhered to company standards
• Provided excellent customer service while performing all roles and duties of a team member
• Fostered teamwork in driving results for ongoing promotions, sales building, and achieving store goals
• Contributed to community engagement initiatives such as charity fundraisers or local events, raising brand awareness within the area.

• Ensured all standard operating procedures for transactions and interactions at the front of the store were followed including: checkout, pickup, returns, exchanges, trade-ins, and recycling
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
• Adhered to standard operating procedures for functions such as daily cash management, payroll processing, store expense tracking, and IT help desk ticket maintenance
• Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
• Established and optimized schedules to keep coverage and service in line with forecasted demands.

• Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
• Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
• Checked identification to enforce age regulations for alcoholic beverages.
• Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
• Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.

• Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
• Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
• Complied with standards for merchandising, stocking and storing product.
• Memorized ingredients and recipes for specialty drinks.
• Made and served brand-specific beverages with focus on speed, quality and consistency.
• Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
• Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
• Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
• Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
• Controlled line and crowd with quick, efficient service.