2021 CSR All-Stars: Christina "Christy" Garcia, Royal Business Forms, a Div. of Ennis Inc.
CHRISTINA “CHRISTY” GARCIA
Customer Service Representative
Royal Business Forms, a Div. of Ennis Inc., Arlington, Texas
Most Valuable Team Player, Most Reliable Team Player, Most Positive Team Player, Best All-Around Employee — this is just a sampling of the company awards Christina “Christy” Garcia has earned during her 32-year career.
“You can’t ask for a better employee to work with — her approach with distributors and her fellow employees is flawless,” her nominator enthused.
At 19 years old, Garcia discovered the print industry. She was eager to work and ready to learn a trade rich in history. Sunrise Business Forms (later acquired by Paris Business Forms) gave her that chance as a runner in its customer service department. In this role, she pulled order tickets, made changes to orders and assisted the customer service team. From there, she went to Metroplex Graphics & Marketing, where she handled order entry.
“I found that customer service in manufacturing was my calling,” she said of the experience.
She remembered that passion when contemplating her next, and final, move to Continuous Forms & Checks. For 25 years, Garcia has called the company home — even in the midst of several mergers, acquisitions and buyouts. (CF&C eventually turned into Printegra, which Ennis purchased before moving Printegra’s Texas branch into the same building as its Royal Business Forms division.) Today, she is still being given new opportunities, as she was recently assigned a new book of business for Royal Business Forms after a veteran employee retired.
“It has been exciting to talk with and assist new distributors that I haven’t worked with before,” Garcia said.
Her Approach to Customer Service
I think a positive attitude is key. Your attitude comes through your voice on the phone. If you’re smiling and happy with the distributor, they can tell, and it sets the tone for the call. The distributor needs to feel comfortable and confident that you will provide the level of service needed and expected.
How She Keeps Calm and Stays Inspired
I genuinely believe it’s the team you have around you that helps you get through the day-to-day grind that sometimes happens. Royal’s management team does a wonderful job of working with the CSR group and helping us if a challenging situation arises. I can always depend on my fellow employees and my direct manager to help me get through the day.
How the Pandemic Changed Her Job
The past year and a half has been a challenge. We have more distributors working from home with little-to-no information when calling needing help or to place orders. Royal has experienced loss during this time, and it’s been heartbreaking to watch close friends lose loved ones. I’ve grown close to many distributors over the years, it’s been hard to hear the stories of distributors’ loved ones and how hard COVID-19 has affected them. I will always listen, offer my prayers and try to provide a consoling voice when talking with distributors.
What She Learned About Herself in 2020-21
In the past year, Royal has had to downsize some of the CSR group due to the COVID-19 outbreak. I’ve learned that I am capable of handling more than I thought I could. It’s been a test that I feel I’ve passed with flying colors.
Her Proudest Career Achievement
Over the years I have won some awards presented by upper management. But nothing really compares to the relationships you form with distributors after years of working with them. The bonds that form with a distributor when you help them acquire a new account or additional business is irreplaceable. There’s been countless projects that I have assisted distributors with and formed a lasting friendship with all of them.
Her Best Advice
You will inevitably end up talking with a distraught distributor. I always take this as a challenge to try to solve the distributor’s issue and look like a hero in their eyes. I have formed some of my best business relationships from a situation that was grim and I was able to provide a resolution. Never ever take the distributors fury personal.
What She Does for Fun
My husband is a photographer, and we love to spend some weekends at our local speedway (Devil’s Bowl Speedway). I’ve formed many friendships from hanging out at the racetrack with my husband Rudy and my son Zak.
Elise Hacking Carr is editor-in-chief/content director for Print+Promo magazine.