Amber Fields
Piqua,Ohio
Work Preference
Summary
Customer Services Manager providing leadership to associates and serving as escalation point for customers 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.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Manager/Assistant Manager
Home Depot
01.2022 - 01.2026
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built customer relationships by responding to inquiries, identifying and assessing customer needs, resolving problems, and following up with potential and existing customers.
- Developed new employees and on-going performance assessment of current employees.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Conducted performance evaluations and provided constructive feedback to employees.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
Department Supervisor
Home Depot
06.2020 - 01.2022
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Managed team of employees, delegated tasks and held each employee accountable for completing assignments.
- Handled cash register, returns, and refunds.
- Built and designed large displays weekly to promote specific products.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Built relationships with current customers to maintain goodwill and gain additional business.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Mentored new sales associates to contribute to store's positive culture.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Trained new employees on overall company and department-specific policies and procedures.
Cashier/Customer Service
Home Depot
02.2019 - 06.2020
- Worked flexible schedule and extra shifts to meet business needs.
- Addressed customer needs and made product recommendations to increase sales.
- Answered questions about store policies and addressed customer concerns.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise as required.
- Used POS system to enter orders, process payments and issue receipts.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Performed cash, card, and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
2 Year Completion Certificate - Machine Technology
Upper Valley Joint Vocational School
Piqua, OHHigh School Diploma -
Sidney High School
Sidney, OHSkills
- P&L management
- Organizational skills
- Team leadership
- Team building
- Multitasking
- Reliability
- Verbal and written communication
- Microsoft office
- Teamwork
- Detail-oriented
- Strategic planning
- Team collaboration
- Decision-making
- Staff management
- Critical thinking
- Attention to detail
- Cross-departmental alignment
- Excellent communication
- Training and development
- Time management abilities
Certification
Lift Equipment Operator
HHM Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Manager/Assistant Manager
Home Depot
01.2022 - 01.2026
Department Supervisor
Home Depot
06.2020 - 01.2022
Cashier/Customer Service
Home Depot
02.2019 - 06.2020
2 Year Completion Certificate - Machine Technology
Upper Valley Joint Vocational School
High School Diploma -
Sidney High School