DeeDee Lopez
Huntington Beach,CA
Summary
Seasoned Customer Experience Manager with over 13 years of extensive experience fostering employee growth and enhancing customer satisfaction. Passionate about creating the best experience for customers while empowering teams to thrive. Exceptional ability to streamline processes and ensure seamless cross-functional collaboration. Adept at translating data-driven insights into actionable recommendations that align with organizational goals and improve the overall customer experience
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
IKEA US Retail LLC
01.2011 - Current
- Leads and inspires a team of 70 to 110 co-workers, including Managers, Team Leaders and Specialists, to successfully secure satisfied customers and drive significant growth in store sales
- Develops, trains, and prepares co-workers for advancement, successfully promoting over 20 co-workers into Leader and Management roles
- Consistently achieves one of the highest co-worker engagement scores in the country- over 80% happy and committed co-workers every year
- Develops and secures a seamless customer resolutions process in a multichannel environment through training and coaching
- Analyzes qualitative and quantitative customer insight data to identify opportunities for improvement
- Creates recommendations and supports the implementation processes that positively impact the customer shopping experience
- Works cross-functionally with store and corporate Leadership groups to implement customer-centric business and action plans that have improved customer satisfaction scores by 23% in the last 2 years
- Communicates key insights to all levels of the organization, locally and nationally, through presentations, discussions and reporting
- Developed internal customer journey mapping processes that identified areas of improvement in the customer shopping experience
- Created customer engagement initiatives that exceeded satisfaction goals, increased customer loyalty program enrollment, reduced customer product returns, increased digital tool adoption rates, and reduced wait times
Transport and Flow Planning Team Leader
IKEA Distribution Services NA
05.2005 - 01.2011
- Lead and motivated team of six co-workers and Specialists
- Developed, trained and mentored team with a focus on Leadership skills resulting in four promotions to Management positions within 1 year
- Analyzed customer insight data and service provider performance results to identify and address root causes of issues
- Used research data to create transportation strategies that maximized service and reduced costs for customer order delivery services
- Created quality claim routine to improve provider performance, resulting in a decrease in delivery breaches by 25%
- Created effective visual presentations and performance reports that were shared with retail logistics and customer distribution leadership teams on a weekly and monthly basis
Education
High School Diploma -
Bloomington High School
Bloomington, CASkills
- Leadership Skills
- Communication Skills
- Data Analytics
- Customer Service Excellence
- Presentation Skills
- Microsoft 365
- Microsoft PowerBI
- Google Looker Studio
- Cognos Analytics
- Qlik Sense
- Confluence
- Google Analytics
Details
(661)302-1010
deedeelopez009@gmail.com
Linkedin: http://www.linkedin/in/deedeelopez009
References
Available upon request
Timeline
Customer Experience Manager
IKEA US Retail LLC
01.2011 - Current
Transport and Flow Planning Team Leader
IKEA Distribution Services NA
05.2005 - 01.2011
High School Diploma -
Bloomington High School
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