Alecia Cabezas
Hempstead,NY
Summary
Accomplished Customer Service Manager at Home Depot, adept in complaint resolution and fostering customer loyalty, significantly reduced customer complaints through effective problem-solving and team leadership. Skilled in Microsoft Office and training, my focus on customer satisfaction and meticulous attention to detail ensured high service standards and strong client relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Home Depot
01.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Supervisor
Home Depot
05.2018 - 01.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
- Created and managed project plans, timelines and budgets.
Education
Associate Degree - Criminal Justice
Nassau Community College
Garden City, NY05.2007
John Jay College of Criminal Justice
New York, NYSkills
- Customer service
- Microsoft outlook, word, and Excel
- Training and mentoring
- Customer relations
- Adherence to high customer service standards
- Complaint resolution
- Team building and leadership
- Proficient in Xpress Control and DTS
- Handling escalations
- Meticulous attention to detail
- Employee scheduling
- Policy enforcement
- Purchasing and procurement of job and office supplies
Accomplishments
Over the past 2 years we have worked diligently to bring our shrink number in line with the rest of the district
Timeline
Customer Service Manager
Home Depot
01.2022 - Current
Supervisor
Home Depot
05.2018 - 01.2022
Associate Degree - Criminal Justice
Nassau Community College
John Jay College of Criminal Justice