April Campbell
Chandler
Summary
Adept at fostering cross-functional collaboration and customer empathy, I significantly enhanced customer satisfaction and profitability margins at The Home Depot Inc. Leveraging data analytics and CRM skills, I led teams to exceed performance targets through innovative engagement strategies and effective problem-solving, achieving notable improvements in customer acquisition and feedback management.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
Home Depot
10.2022 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- 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.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Department Supervisor
The Home Depot Inc
03.2022 - 10.2022
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of Number employees, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
Customer Order Specialist
The Home Depot Inc
10.2018 - 03.2022
- Provided exceptional customer service, resolving issues promptly and professionally.
- Managed complex orders, coordinating with multiple departments to ensure successful delivery and installation.
- Assisted customers by walking through online ordering processes.
- Participated in process improvement initiatives, identifying opportunities for greater efficiency within the order management system.
- Maintained high levels of product knowledge, enabling efficient handling of customer inquiries and concerns.
- Assisted in training new Customer Order Specialists, sharing expertise and best practices for success in the role.
- Optimized inventory management processes to minimize delays and improve overall efficiency.
- Established effective working relationships with internal employees, vendors, shipping company contacts, and customers.
- Conducted regular audits of order data to identify discrepancies and address potential issues proactively.
- Contributed to a positive work environment by collaborating effectively with colleagues across departments.
- Achieved higher levels of client satisfaction by promptly addressing any concerns or complaints related to their orders.
- Reduced order errors through diligent review of product specifications before placing orders.
- Positively engaged with customers to understand needs and responded appropriately to questions.
- Provided support during peak periods, ensuring all customer orders were processed accurately and on-time despite increased workload demands.
- Enhanced customer satisfaction by efficiently processing and managing orders in a timely manner.
- Monitored orders and delivered status updates to customers regarding arrivals.
- Contacted vendors to determine shipping dates and availability for specific items to notify customers.
- Collaborated with sales team to ensure seamless communication and accurate fulfillment of customer needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
Sales Associate
The Home Depot Inc
06.2018 - 10.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Department Supervisor
The Home Depot Inc
03.2013 - 06.2018
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of Number employees, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
- Built and designed large displays weekly to promote specific products.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Handled cash register, returns, and refunds.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board.
- Wrote out weekly schedules to maintain coverage levels for expected demands.
- Oversaw daily operational performance of Type team.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Collaborated with other departments to improve interdepartmental communication, promoting a cohesive organizational culture focused on achieving common goals.
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Boosted sales revenue by developing targeted promotions based on market trends and consumer preferences.
- Contributed to the development of departmental policies and procedures that increased effectiveness and efficiency across various functions.
Flooring Specialist
The Home Depot Inc
02.2012 - 03.2013
- Performed preventive maintenance on already fitted tiles to guarantee longevity.
- Spread adhesive cement over floor to prevent board joint wearing.
- Operated sit-down forklift to unload and load carpet rolls and flooring skids into work vans.
- Expanded company''s client base through successful networking at trade shows, conferences, and other industry events.
Flooring Associate
The Home Depot Inc
02.2006 - 02.2012
- Established rapport with potential clients through proactive outreach efforts including cold calls, email campaigns, social media engagement activities among other methods of communication channels utilized for lead generation purposes leading towards increased business opportunities overall as a direct result ultimately enhancing profitability margins significantly throughout time frame worked upon within this capacity.
- Implemented innovative visual merchandising strategies that effectively showcased available product lines while optimizing floor space utilization within the showroom environment.
- Collaborated effectively with colleagues during large-scale projects, streamlining communication between team members for consistent progress updates.
- Assisted in resolving customer complaints, ensuring timely resolutions while maintaining positive relationships.
Education
Associate Of Applied Science - Medical Billing/Coding
Tyler Junior College
Tyler, TXHigh School Diploma -
Harker Heights High School
Harker Heights, TX06.2003
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Customer acquisition
- Proficient in software
- Engagement strategy development
- Customer feedback management
- Performance evaluations
- Training and onboarding
- Customer relationship management (CRM)
- Decision-making
- Staff management
- Microsoft office
- Staff monitoring
- Relationship building
- Team recruiting and hiring
- Creative and innovative
- Promotional events
- Cross-departmental alignment
- P&L management
- Problem-solving
- Teamwork and collaboration
- Teamwork
Timeline
Customer Experience Manager
Home Depot
10.2022 - Current
Department Supervisor
The Home Depot Inc
03.2022 - 10.2022
Customer Order Specialist
The Home Depot Inc
10.2018 - 03.2022
Sales Associate
The Home Depot Inc
06.2018 - 10.2018
Department Supervisor
The Home Depot Inc
03.2013 - 06.2018
Flooring Specialist
The Home Depot Inc
02.2012 - 03.2013
Flooring Associate
The Home Depot Inc
02.2006 - 02.2012
Associate Of Applied Science - Medical Billing/Coding
Tyler Junior College
High School Diploma -
Harker Heights High School