Open to opportunities

Rosalia Lucero

@rosalialucero

Bilingual psychology graduate with experience in healthcare, customer support, pharmacy operations, documentation, and data entry.

United States

Message

What I'm looking for

I seek a role where I can improve customer experience and operational efficiency, lead and train teams, and apply bilingual support in a collaborative, growth-oriented company.

Recent Summa Cum Laude Psychology graduate with 10+ years of experience in operations management, customer service, staff training, data entry, and administrative support. Proven ability to coordinate workflows, manage escalations, train employees, and support organizational objectives in fast-paced environments. Bilingual in English and Spanish with strong communication, problem-solving, and organizational skills.

Experience

Work history, roles, and key accomplishments

Lead Pharmacy Technician

Capsule Pharmacy

Apr 2020 - Jan 2025 (4 years 9 months)

Provided inbound/outbound customer service and prescription processing in a call-center environment, oversaw escalations and on-call manager duties, and conducted weekly QA audits while supporting Spanish-speaking customers and training on new workflows.

Audit Customer Service Escalation Management Training Spanish Kustomer

Director of Operations

Instinct Dog Training

Apr 2019 - Feb 2020 (10 months)

Implemented systems and processes to improve efficiency for multiple locations, led onboarding, training and scheduling of canine care and client services teams, and managed operations to ensure safety and high-quality customer experience.

Operations Management Onboarding Scheduling Client Relations Strategic Planning Staff Safety Corporate Trainer

Director of Operations

Instinct Dog Training

Jan 2016 - Apr 2019 (3 years 3 months)

Oversaw daily canine care operations, led staff onboarding and development, coordinated behavior modification programs and play groups, and managed payroll and enrichment initiatives to maintain service quality.

Team Leadership Payroll Onboarding Client Communication Operations

Manager of Canine Care

Instinct Dog Training

Sep 2014 - Jan 2016 (1 year 4 months)

Managed canine care team and daily duties including training new staff, coordinating grooming/exercise, monitoring health needs, and maintaining facility cleanliness to ensure animal welfare and client satisfaction.

Team Management Client Communication Facility Maintenance Puppy Raising Corporate Trainer