Open to opportunities

Rosalia Lucero

@rosalialucero

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Experienced operations leader and pharmacy technician fluent in Spanish, focused on customer experience.

United States

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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.

I am an experienced operations leader and licensed pharmacy technician with a strong background in customer experience, team training, and process improvement. I have led customer-facing call center operations at a pharmacy, managed canine care operations and franchises, and implemented systems that improved efficiency and service quality.

My strengths include strategic planning, staff recruiting and development, quality assurance, and bilingual Spanish support. I hold a NJ Registered Pharmacy Technician license, am Fear Free certified, and am pursuing a bachelor's in psychology with a concentration in psychopathology.

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.

Customer Service Auditing 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 Staff Training Onboarding Scheduling Client Relations Strategic Planning Staff Safety

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 Staff Training Client Communication Facility Maintenance Puppy Raising