CHERYL KING
Stuart,FL
Overview
39
39
years of professional experience
Work History
Customer Experience Manager
Home Depot
Jupiter, FL
01.2022 - 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.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Implemented tiered support system that efficiently directed complex customer issues to specialized teams, improving resolution times.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Improved customer engagement with personalized communication strategies across multiple platforms.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
Service Desk Supervisor
Home Depot
Jupiter, FL
01.2018 - 01.2019
- Improved incident response times by proactively identifying potential bottlenecks in the process flow and addressing them promptly.
- Established clear communication channels within the team, fostering a culture of collaboration and accountability.
- Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
- Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
- Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.
- Streamlined service desk operations by implementing efficient processes and workflows.
- Optimized resource allocation by analyzing workload trends and adjusting staffing levels accordingly.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
Department Supervisor
Home Depot
Houston, Texas
01.2017 - 01.2018
- Directly manage 7-10 retail sales associates and customer service representatives.
- Train, coach, and develop sales associates across several departments to ensure customers receive quality service, and can easily find the merchandise they need.
- Provide strategic input into merchandising decisions to the Store Management Team and Operations Teams, based on sales trends and customer service feedback.
- Demonstrate superior product knowledge and the ability to lead others through assigning, directing, and following up on all activities.
- Trained new employees on overall company and department-specific policies and procedures.
Sales Associate
Macy's
Houston, Texas
01.2016 - 01.2017
- Worked as a ringer in all departments.
- Opened and closed the registers, handled all purchases, and processed returns of merchandise.
- Restocked the returned merchandise.
- Retagged all unticked items, and processed all damaged goods returned to the store.
- Managed fitting rooms
- Assisted all customers as needed in both clothing, cosmetics and fragrances
- Assisted with promoting Macy's credit card and Plenti rewards card
- Assisted customers with ordering merchandise not in stock at the store
- Maintain the appearance in each department assigned
Office Manager
City Church, LLC
Houston, Texas
02.2007 - 02.2015
- Serve as a liaison between the Board of Directors, the congregation, and various ministries.
- Manage and support a three-person administrative team in the facilitation of day-to-day operations (i.e.,
- Monthly expenses, accounting, recordkeeping, and dissemination of information related to contributions for tax purposes.
- Periodically, arrange speaking engagements for the pastor.
- Supervise the coordination of monthly events (i.e.,
- Relationship counseling and quarterly forums.
- Liaise with the Church CFO/accountant to maintain the organization of all financial records and statements.
Airport Operations Supervisor
United Airlines
Houston, Texas
01.2007 - 12.2014
- Managed and motivated 35 to 50 customer service representatives and gate agents to achieve weekly and monthly goals, and deliver consistent, excellent customer service on a daily basis.
- Set expectations with co-workers regarding performance standards, including consistent and outstanding delivery of service, and maintaining the company brand.
- Conducted quarterly and annual performance reviews to support employee professional development and enhance performance to meet personal and corporate metrics.
- Assessed and delegated the appropriate work tasks to Service Directors and Lead Agents as needed, in order to achieve daily and weekly goals.
- Conducted trend analyses, reviewed key metrics, and took appropriate action to address metrics not on track to meet department and airport terminal goals.
- Conducted interviews at the request of Human Resources, and led training initiatives for Operations, Sales Agents, and Customer Service employees.
- Planned, coordinated, directed, supervised, trained, evaluated, and monitored the work of airport operations personnel engaged in jet bridge terminal and aircraft inspections, emergency activities, preventative maintenance, and planned projects.
- Acted as the primary contact for airport management with tenants, FAA, police, fire, and US Customs.
- Oversaw and participated in the response to aircraft incidents, accidents, and maintenance emergencies.
- Acted as the primary contact with the FAA Flight Standards and the NTSB regarding aircraft accidents.
- Assisted in the administration of the airport security contract, including detection, testing, training, and enforcement.
- Prepared and monitored the terminal budget for the Young Travelers Club (as the Young Travelers Club and Pad Operations Coordinator).
Airport Sales Agent Supervisor
Continental Airlines
Houston, Texas
01.1993 - 01.2007
- Supervised over 16 to 25 sales agents and, when necessary, assisted ticket agents and gate agents with explaining policies and procedures to customers.
- Assisted co-workers as needed to modify a customer's planned travel (i.e.,
- Altered departure/arrival times and routes, prepared and re-issued tickets, assigned seats, changed boarding passes, checked baggage, attended boarding gates, and assisted pre-boarding passengers.
- Ensured the accurate and timely completion of pre-flight documents.
- (I.e
- Passenger and cargo load, catering count, special requests, and other flight information were relayed to operations control.
- Coordinated the workflow of the staffing group, conducted performance reviews, monitored attendance, and addressed issues as needed.
Operations Team Leader
Continental Airlines
Newark, New Jersey
01.1989 - 01.1993
- Worked under the guidance of the Operations Supervisor to monitor staffing and the day-to-day activities of 6-10 gate agents to meet established goals and objectives
- Conducted internal audits to ensure compliance with established policies, procedures, rules & regulations
- Served as the liaison between airport technical operations, ramp personnel, and gate agents
Load Planner
Continental Airlines
New York, New York
01.1986 - 01.1989
- Ensured the accuracy of the final weight manifest, met safety guidelines for take-off, and was delivered to the flight deck within 10 minutes of pushing back from the gate.
- Calculated load weights for compartments of aircraft using charts, computers, and planning load to distribute and balance cargo.
- Ensured the accuracy of the final weight manifest, met safety guidelines for take-off, and was delivered to the flight deck within 10 minutes of pushing back from the gate.
- Gathered and submitted data pertaining to the flight plan, weather reports, and maintenance history of the aircraft for the pilot's review and approval.
Skills
- General management principles
- Multichannel retail management
- Aviation airport management
- Employee staffing
- Training and development
- Customer service leadership
- Airport operating protocols
- Aircraft traffic patterns
- Radio procedures
- FAA operational requirements
- Effective communication
- Technical writing
- Statistical data processing
- Financial data processing
- Numerical data processing
- Computer skills
- Internet research skills
- Interpersonal skills
- Project coordination
Timeline
Customer Experience Manager
Home Depot
01.2022 - Current
Service Desk Supervisor
Home Depot
01.2018 - 01.2019
Department Supervisor
Home Depot
01.2017 - 01.2018
Sales Associate
Macy's
01.2016 - 01.2017
Office Manager
City Church, LLC
02.2007 - 02.2015
Airport Operations Supervisor
United Airlines
01.2007 - 12.2014
Airport Sales Agent Supervisor
Continental Airlines
01.1993 - 01.2007
Operations Team Leader
Continental Airlines
01.1989 - 01.1993
Load Planner
Continental Airlines
01.1986 - 01.1989