OFFICE MANAGEMENT
Dynamic, accomplished, General Manager highly regarded for overseeing various operations to consistently achieve all safety, quality, cost, and delivery goals and objectives within both high-volume retail markets and non-profit environments. Strong track record in project and program management, as well as creating engaging curriculum, leading training workshops, organizing events, and providing outstanding customer service. Excels in motivating, influencing, and guiding team members to navigate complex business challenges, perform to their highest potential, and deliver projects surpassing expectations. Out-of-the-box, analytic thinker who evaluates and implements process improvements that reduce operating costs, elevate efficiency, and maintain customer loyalty. Leverages superior communication skills to cultivate lasting relationships with colleagues, community members, and key stakeholders. Thrives in fast-paced, diverse environments that champion integrity, authenticity, and respect.
SELECTED HIGHLIGHTS
Provided ongoing training and education to all new hires and associates, demonstrating the features, benefits, and how to properly utilize the various order fulfillment programs, driving customer service with a rating of 87.5% for the Home Depot.
Created and deployed 4 credit programs, tracking their effectiveness, and making improvements as needed to maximize customer satisfaction and boost loyalty by 136%.
Maintained adequate knowledge of a wide variety of store products and credit programs, offering training sessions to share knowledge and support client education.
Created a comprehensive set of programs for Becoming One Community, aiding in reducing the rate of recidivism within the ex-offender population, assisting 700+ people with career networking events and training workshops in Job Readiness, Financial Management, Healthy Living, Know Your Rights, and Housing Assistance.
Executed a comprehensive social media marketing plan, crafting and posting engaging content across Twitter, Facebook, Instagram, and LinkedIn to drive awareness and generate 1990 new followers.
CORE COMPETENCIES
Operations Management Customer Service Process Improvements
Project Management Curriculum Development Workplace Safety
Business Acumen Program Management Strategic Partnerships
Team Leadership & Training
Social Media Management Event Planning
Executive Administrative Support
Strategic Planning
Budgetary & Financial Management
PROFESSIONAL EXPERIENCE
THE HOME DEPOT | HOUSTON, TX | 2014 TO CURRENT
Special Services Supervisor: 2019 – Current
Oversee the daily activities of 25 Service Desk Associates, delegating and assigning tasks to support outstanding customer service. Facilitate weekly game plan sessions, offering ongoing feedback to improve all policies, procedures, and duties related to customer transactions, cash handling, and the Service Desk. Recognize top performers each week, increasing employee engagement and retention by 10%. Conduct biannual performance reviews, identifying areas for improvement, and taking disciplinary measures if needed.
Provide ongoing training and education to all new hires and associates, demonstrating the features, benefits, and how to properly utilize the various order fulfillment programs, driving customer service with a rating of 87.5%.
Create and deploy 4 credit programs, tracking their effectiveness, and making improvements as needed to maximize customer satisfaction and boost loyalty by 136%.
The Home Depot Achievements, Continued:
Promote customer awareness and involvement in the Home Depot Credit Card, Pro Xtra, and Home Depot Protection Plans (HDPP), routinely achieving all membership quotas.
Perform store managerial duties as needed, while also promptly responding to escalated customer issues and complaints, involving the appropriate manager if required.
Compile data for several detailed monthly departmental reports, including accountability, special orders, and SS/POS discrepancy, as well as Book and Physical reports, delivering findings and recommendations for improvement to management.
Uphold compliance with all Safety and Hazmat procedures, ensuring associates practice Safety Matters guidelines at all times.
Front End Supervisor: 2017 – 2019
Expedited 150 customers per day, guaranteeing their demands were met by managing a high-performing team of 30 direct reports, including cashiers, bookkeepers, and lot associates. Assisted with tasking and customer service, as well as developed their talents and recognized top performers, holding poor performers accountable and creating performance improvement action plans. Maintained adequate knowledge of a wide variety of store products and credit programs, offering training sessions to share knowledge and support client education.
Monitored the Front End for sufficient coverage of customer flow, while also observing the Head Cashiers, focusing on line management, accuracy behaviors, managing the war board, and utilizing Mobile Point of Sale (MPOS) Lite and back-up cashiers to best serve customer needs.
Partnered with the bookkeeping team to ensure business reconciliation.
Coordinated 5 events for rewarding associates for delivering superior customer service.
Flooring Sales Specialist: 2016 – 2017
Fostered and maintained influential customer relationships, leveraging expert knowledge of the flooring and décor department to identify their individual needs and recommending products while generating $250,000 in sales. Resolved complaints, answered questions, and assisted with purchasing decisions.
Aided customers with special orders and installed sales, booking delivery appointments, and gathering all required customer information.
Remained current with all products, policies, and procedures, contributing ideas to senior management that enhanced productivity by 15%.
Delivered administrative and managerial support as needed to support seamless operations.
Acted as Safety Captain, holding monthly safety training meetings, remaining up to date with all changes to safety protocols and procedures.
Special Services Associate: 2014 – 2016
Routinely surpassed Corporate standards of excellence and customer expectations, including directing customers to products both within the store and on the website. Responded to questions about goods and assisted with purchasing decisions.
Handled all special-order merchandise, searching and ordering products for the customer, while also organizing deliveries for DIY and Professional contractors.
Exchanged merchandise, refunded money, and adjusted bills to support customer serving initiatives and resolving billing complaints.
Trained 6 employees in customer service best practices while also ensuring alignment to all Corporate policies and procedures.
BECOMING ONE COMMUNITY | HOUSTON, TX | 2013 TO CURRENT
Executive Director / Founder
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