AMBER GUNNELL
Albuquerque,NM
Summary
Dynamic and results-driven professional seeking a challenging role as Contact Center Supervisor. Proven experience in coaching, training and motivating teams to exceed performance targets and drive customer satisfaction levels. Strong communication and leadership skills, coupled with a passion for delivering exceptional customer service.
Overview
6
6
years of professional experience
Work History
Department Supervisor
Home Depot
08.2022 - Current
- Ratings by working with cross functional teams to identify recurring issues
- Resulting in an over 90% satisfaction rating and the top ranking in the district
- Empowered the team to drive sales by 6% through greater personalization of the customer experience, creating sales initiatives, and building team morale
- Provided regular feedback to my direct reports through observations, and reports
- Through targeted coaching and feedback sessions, over of associates showed improvement in areas of opportunity.
Career Mobility Intern
Home Depot
02.2023 - 04.2023
- Organize and attend weekly networking events with industry professionals and increasing network by over 50%
- Collaborate within a team-oriented environment, fostering creativity and innovation
- Utilize strategic thinking to approach problems and create solutions, ensuring the accuracy and quality of work performed
- Communicate findings and project statuses effectively through professional presentations and making recommendations to senior leaders.
Operations Assistant Manager
Home Depot
01.2018 - 08.2022
- Implemented initiatives aimed at improving associate satisfaction and retention and saw a significant improvement of attrition by over 50%
- Improved team morale by 25% by providing recognition, ongoing coaching and mentoring, while helping identify areas for improvement to develop skills necessary to advance in their careers
- Reviewed store P&L with Store Manager to reduce costs in several areas and improve SCOP by 10%
- Promoted a culture of safety through proactive safety measures resulting in significant cost savings for the company, totaling over $70,000 in avoided workers compensation claims and lost time.
Education
High School Diploma -
Cibola High School
Albuquerque, NM05.2007
Skills
- Business Processing Improvement
- Time Management
- Action Oriented
- Interpersonal Communication
- Organizational Leadership
- Drives Results
- Analytical Thinker
Achievements
- Crystal Apron Award
- Diamond Homer Award
- 5x Platinum Award
Timeline
Career Mobility Intern
Home Depot
02.2023 - 04.2023
Department Supervisor
Home Depot
08.2022 - Current
Operations Assistant Manager
Home Depot
01.2018 - 08.2022
High School Diploma -
Cibola High School