Customer Experience Manager providing leadership and serving as escalation point for customer and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent customer services while building and maintaining customer relationships. Strong people management skills coach, lead and develop employees.
Hi, I’m
Giselle Vicente
Rio Grande
Summary
Overview
22
years of professional experience
Work History
Home Depot
Customer Experience Manager
09.2022 - Current
Job overview
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Established performance and service goals and held associates accountable for individual performance.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Analyzed customer feedback data to identify trends and areas for improvement.
The Home Depot
Key Carrying Department Supervisor
08.2014 - 09.2022
Job overview
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight and create action plans to opportunities.
- Maintained online and store order logistics, cleanliness, organization and provided excellent customer service.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Coached associate and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Managed different associate department for delegated tasks and held each one accountable for completing assignments.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Streamlined opening and closing procedures as integral member of store staff.
The Home Depot
Cashier-Head Cashier
11.2002 - 08.2014
Job overview
- Helped customers complete purchases, locate items and join credit cards programs to promote loyalty, satisfaction and sales numbers.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Resolved escalated customer disputes with special actions such as discounts.
- Maintained stock within optimal levels to meet expected customer and sales levels.
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current. Organized merchandise in front lanes to drive product sales.
- Requested official identification for purchases and verified details, consistently meeting strict legal and store process standards of discount sales.
- Helped management develop associate improvement plans to motivate team members to higher levels of performance, skill and efficiency.
- Trained sales associates for provided back-up coverage to provide customers with optimal support.
- Processed POS transactions, including checks, cash and credit purchases or refunds and educated customers on promotions to enhance sales.
Education
Universidad InteramericanaFajardo
GED
06.2003
University Overview
Bachelor credits
Escuela Superior Pedro Falu OrellanoRio Grande
High School Diploma
05.2000
University Overview
- Coursework in Accounting Assistance.
Skills
- Process and procedure development
- Customer Relationship Management (CRM)
- Performance Evaluations
- Staff Management
- Support HR on recruiting and Hiring
- Customer Relations
- Problem-solving
- Staff Development
- Policy and procedure adherence
- Delegation and Supervision
- Excellent Communication
- Safety Awareness
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Manager
Home Depot
09.2022 - Current
Key Carrying Department Supervisor
The Home Depot
08.2014 - 09.2022
Cashier-Head Cashier
The Home Depot
11.2002 - 08.2014
Universidad Interamericana
GED
Escuela Superior Pedro Falu Orellano
High School Diploma
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